Business communication - Day 3
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Transcript of Business communication - Day 3
AGENDA
What is Verbal Communication
Importance of Verbal Communication
Questioning Skills
Assertiveness
Public Speaking
3 Day
Nonverbal Communication
What is Verbal Communication
When message or information is exchanged or communicated through words is called
verbal communication.
Types of Verbal Communication
Importance of Verbal Communication
Oral Communication Written Communication
Corrects
Informs
Clarifies
Feedback
Power of influence
Effective Oral Communication
Appropriate language
Clear voice
Audible volume
Courteous tone
Active listening
Asking questions or rephrasing
Paraphrasing
Tips to Improve Oral Communication
Record when you speak or read
aloud and listen it again
Take help from Google Translator Look out for Online Dictionary
Engaging in debates and
discussions
Practice reading aloud, preferably
in front of a mirror.
Listen to English news or talk
shows or interviews.
Speak to your friends and
colleagues only in English.
Try and talk slow, loud and clear.
Questioning Skills
Importance of asking questions
To Obtain Information
To help maintain control of a
conversation
To clarify a point
Express an interest in the other person
To explore the personality and or
difficulties the other person may have
To test knowledge
To encourage further thought
In group situations
Types of Questions
Probing Questions
Open Questions
Closed Questions
Leading Questions
Hypothetical Questions
Importance of Asking Questions
Effective questions help you
Better and more fully understand your client's
problem
Work with your staff more effectively
Plant your own ideas
Gather better information
Do more solution oriented problem solving
Improve your negotiating skills
Persuade people
Assertiveness
Assertiveness means standing up for your personal rights - expressing thoughts, feelings
and beliefs in direct, honest and appropriate ways.
By being assertive we should always respect the thoughts, feelings and beliefs of other
people.
Developing Your Assertiveness
Value yourself and your rights
Identify your needs and wants, and ask for
them to be satisfied
Acknowledge that people are responsible for
their own behavior
Express negative thoughts and feelings in a
healthy and positive manner
Receive criticism and compliments positively
Learn to say "No" when you need to
Public Speaking
Reasons for nervousness How to control nervousness while speaking
Fear of being stared at
Fear of failure
Fear of rejection
Fear of unknown
Choose a topic you like
Be well prepared
Don’t call attention to nervousness
Never be afraid to commit mistakes
Imagine yourself speaking well
Tips to Improve Public Speaking
Be well prepared
Rehearse in front of mirror or in front
of friends.
Maintain eye contact with audience
Avoid using fillers like hmm, like etc.
Organize your thoughts, and draw a mental picture of what comes after what.
“Practice”
Use notes sparingly
Nonverbal Communication
When messages or information is exchanged or communicated without using any
spoken or written word is known as nonverbal communication.
Characteristics
No use of words
Shows feelings and attitudes
Culturally determined
Vague and imprecise
Largely unconscious
Informality
Nonverbal Communication includes
Touching - Haptics
Working
Greeting
Establishing Friendship
Guiding
Managing Interactions
Body Movements - Kinesis
Facial expressions
Eye movements
Gestures
Head movements
Posture
Physical appearance
Nonverbal Communication includes
Personal space & Distance - Proxemics
Para-language - Vocalics
Tone and pitch of the voice
Pauses and hesitations between words
Rate of speed and volume at which a
message is delivered
Use of Time - Chronemics
Punctuality
Willingness to wait
The
END !!