Unit 2
Speaking, listening and non-verbal communication
Overview
Why are communication skills important?
Oral communication in the workplace
Speaking skills
Listening skills
Non- verbal communication
How to improve your non-verbal communication skills
The telephone
Voice processing
Why are communication skills
important?
Oral communication in the workplace
Private discussion
Conversation over lunch
Gossip in the lift
Telephone conversation
Chance meeting in the corridor
Informal gathering of staff
Instructing subordinates
Dealing with clients
Formal meetings
Interviews
Training sessions
Giving a presentation
Conferences/seminars
Speaking skills
Most people find talking easier than writing because
phrases can sometimes be used in speech that would not be
appropriate in written communication.
However, if understanding is to be complete and effective,
the spoken language needs to be chosen carefully
Listening skills
Listening skills
Listening is half of oral communication
All effective leaders and managers realise the
importance of acquiring good listening skills
Consequences of not listening carefully could be
disastrous.
The listening process
Barriers to effective listening
Pre-judgement
Selfishness
Selective listening
Non- verbal communication
How to improve your non-verbal
communication skills
1. Be honest, especially when communicating emotions
2. Use a firm, friendly handshake
3. Maintain eye contact
4. Reinforce your words with tones and gestures
5. Be aware of your posture
6. Use appropriate gestures to support your points
7. Imitate the posture and appearance of people you want to
impress
8. Show respect for speakers and listeners
9. Touch people only when appropriate and acceptable
10. Smile genuinely, as a fake one will be obvious
The telephone
Most people use the telephone several times a day; calls are
usually straighforward and require little planning
However, using the telephone for business purposes is very
different
The person on the telephone represents the company
Important to use tone of voice, inflections and attitude
carefully to show professionalism, your readiness to listen
carefully, and your ability to communicate clearly
Making effective telephone calls
Before calling
Choose the right time to call
Check the number
Plan your call
Be prepared
Avoid interruptions
Making effective telephone calls
During the call
Be courteous and establish a rapport
Put a smile in your voice
Check your notes
Obtain feedback
Close in a positive, courteous manner
Making effective telephone calls
After the call
Make notes
Take action
Taking messages
Requires both oral and written communication skills
A pencil and telephone message pad should always be kept
by the telephone
When taking messages, remember that the caller cannot see
you; need to give verbal signals to know the message is
being understood
A telephone message should be passed to its recipient
immediately, or placed on the person’s desk if the recipient
is out
Voice processing
Voice mail
Allows one to send, store and retrieve verbal messages. Often used in
business to replace brief inter-office notes or emails and messages that
need no response
Recording your voice mail greeting
Keep it brief – no longer than 20-30 seconds
State action clearly
Be professional – businesslike voice
Leaving a voice mail message
Effective voice mail message: keep it brief, speak precisely and
clearly
