Chapter Three Oral communication ORAL COMMUNICATION Oral communication is the face to face communication between individuals . It may be in the form of direct talks and conversation or the public address. It also includes telephone calls or talking on the intercom system. It is the most effective when settling a dispute among employees. Advantages of oral communication It is direct, simple and time saving device of communication It is least expensive Oral communication help to develops a feeling of belonging and personal relationship. It removes if there is any misunderstanding between persons It lays mutual understanding and confidence BUSINESS SPEECH/ Speaking Making a speech is an essential tool that promotes organizational/or institutional images as well as individual prestige. Speech is often made in business or social situations with a view to informing, advertising, persuading or entertaining a limited audience. To make a speech more effective, it should be organized in essential parts, i.e. introduction, body and conclusion to appeal to the interests of the listeners. Types of Speech INFORMATIVE PRESENTATIONS Informative presentations occur continually in business and professional organizations. PERSUASIVE PRESENTATIONS The basic purpose of a persuasive presentation is to influence choices. PARTS OF SPEECH Speech has three main parts Introduction Body and Conclusion CHARACTERISTICS OF A GOOD SPEAKER 1 Know the subject 2. Know the audience 3. Be well organized ACTIVE LISTENING Listening is a combination of what you hear, what you understand, and what you remember. It includes hearing or receiving oral stimuli from the environment, connecting or processing the stimuli into meaningful message, and storing message from immediate or delayed retrieval. Listening Vs Hearing Hearing involves the vibration of sound wave on our eardrums and the firing of electrochemical impulses from the inner ear to the central auditory system of the brain. Listening involves paying close attention to, and making sense of, what we hear. Thus hearing is the first step of listening. IMPORTANCE OF EFFECTIVE LISTENING IN ORGANIZATION In business environment, three different sources of information demand effective listening: customers, employees, and supervisors. Active Listening Builds Trust and Strong Relationships. ... Active Listening Can Help You to Resolve Conflict. ... Active Listening Prevents You From Missing Important Information. ... Active Listening Enables You To Identify or Anticipate Problems. .. Active Listening Helps You To Build More Knowledge. Barriers to listening Environmental factors Personal factors Attention span Listener’s attitude Lack of background knowledge Content is too difficult Language Speaker Listening as soft skill Be attentive while listening Do not hurt the speaker’s feeling. Provide problem solving environment. Understand emotion and feeling of speaker. Use body language while listening Use words like “I understand you‟ or “I see‟ Do not interrupt/interrogate/teach/give advice/rehearse in your own head. Use open ended question Verbal prompts for active listening “Tell me more…” “Why do you say that?” “For example?” “How so?” “And?” “Then?” “Such as…” “So?” “Because?” TELEPHONING AND FACE TO FACE COMMUNICATION Telephoning: is one of the most frequently performed activities in offices, and is, in fact, one of the fastest means of communication in a business environment. When we communicate with people by means of office telephone, we represent the business organization we are working for, however insignificant our position may be. INTERVIEW The word ‘interview’ is derived from the word ‘intrigue’ meaning right between. Interview means any planned oral conversation with a specific purpose involving two or more people. It is a planned conversation with predetermined purpose that involves the asking and answering of question. MAJOR TYPES OF INTERVIEW EMPLOYMENT INTERVIEW EMPLOYEE APPRAISAL INTERVIEW GRIEVANCE INTERVIEW Other common interview types MEETING A business meeting is a gathering of people three or more than who exchange information on a common topic or problem, for better understanding or for solving a problem Purposive’: a meeting is useful when the leader and participants know the reason- “specific purpose” for a meeting. Understanding’: the word understanding in our definition suggests that learning from the information presented at a meeting is a first purpose ‘Solving’: solving a problem is the second and major reason for a business meeting. OBJECTIVES OF MEETINGS Meetings are an important setting for oral communication and used for a variety of purpose: To provide information to a group of people To report on some activity or experience To coordinate and arrange activities To obtain assistance To put forward ideas or grievances for decision To create involvement and interest As implied above, meetings can be held for two basic purposes: To present information To help solve problems TYPES OF MEETING Informational Meeting Suggested solution meetings Problem solving meetings PREPARATION FOR A MEETING Successful meetings are just like interviews, presentations, or letters: they must be well planned. Planning before calling for a meeting Planning involves five factors: Deciding on the purpose of the meeting Decide who the participants should be Planning the date, time and place Planning on the announcement of agenda Plan the physical arrangements MINUTES OF A MEETING Definition: minutes are official records of the proceedings of a meeting which summarize what was discussed and what decisions were made. Generally speaking, minutes should emphasize what was done at the meeting rather than what was said by the participants. Minutes should include the following major items: Name of the organization, department or group Date, time, place of the meeting Names of the members present Name of any other person present as invited guest Name of chairperson Brief summary of reports Highlights of solutions presented and decisions made Time of adjournment and, if announced, the date for the next meeting Thank You!! Individual Assignment 1. Explain Group Communication 2. What are the key elements for successful group communication? 3. What is Committees? 4. What is seminars?
