5- Oral communication

Oral communication is the transference of information via speech. Despite technologies that enable
people to convey written messages almost instantaneously, verbal (oral) communication remains the
chief mode of communication in today's business environment. From the interview room to the
boardroom, verbal (oral) communication persuades, cajoles and convinces. Oral communication is
advantageous in many academic and business settings for a few reasons. Primarily, they establish a
more personal and relational communication between the sender and receiver, and they are typically
less formal than written communication, meaning that they are more approachable by an audience.

Types of oral communication include formal communication, such as classroom lectures, speeches and
meeting presentations; and informal communication, such as casual phone or dinner table
conversations.

Enhancing oral communication

1. Think before speaking: People often feel uncomfortable with silence, but pausing before answering a
question can improve your response. Taking time to reflect allows you to organize your thoughts into a
concise, clear statement. If you feel rushed to answer, that feeling will get reflected in how you respond,
so your message may not come out as intended. Pauses convey a sense of thoughtfulness, so your
audience will gain the impression that you considered the best response before speaking.

2. Use concise language: Being succinct when speaking not only make your message easier to
understand but also gets your main points across to the audience sooner. Before speaking, ask yourself
how you can present the information as clearly and in as few words as possible. Whether you are writing
or speaking, avoiding the use of complicated words and sentences or including irrelevant information
makes communication effective.
3. Understand your audience: To effectively communicate messages, you need to understand your
audience and put yourself in their position. Not everyone has the same knowledge or background as
you, so ensure you explain information in a manner easily understood by anyone—especially when
discussing complex or technical topics. Also, try to take your audience's culture or personality, gender
education, profession etc. into consideration, as different demographics have their own communication
preferences. For example, you would speak to a close friend much differently than you would to an
executive at a company.

4. Speak with confidence: Confidence is significant because if you sound like you do not believe in what
you are saying, neither will your audience. If you establish that you have credibility or authority, it makes
people trust you and feel more interested in listening to you. There are a variety of ways to convey
confidence, including the way you hold yourself during conversations and the tone of voice that you use.

5. Be mindful of your tone: Your tone plays a vital role in verbal communications, and how you use it can
affect the way your audience engages with you. Combining a friendly and warm tone with a smile makes
a positive impression. Meanwhile, speaking in a flat or monotone manner can make you appear
uninterested, which can put off an audience. Also, varying your tone or mirror it and use inflection to
emphasize important points this can make interaction better.

6. Pay attention to your body language: Your body language can affect how you deliver messages
despite it being a nonverbal method of communication. Ways to convey confident body language
include maintaining eye contact and having relaxed body language. You can also use gestures or facial
expressions to emphasize points and grab audiences' attention or focus.

7. Employ active listening: Listening is as essential as speaking during conversations because it

demonstrates a genuine interest in the other speaker and guarantees you understand their needs. To
apply active listening skills, give the other person your full attention to ensure you not only hear the
words they say but also the message they want to convey. When the other person feels heard, they feel
more interested in reciprocating and hearing what you have to say. Some effective active listening
techniques include:

Avoid making judgments about or stereotyping others.

Remove any potential distractions, such as a noisy setting.

Focus on what the other person is saying, rather than thinking about what you want to say next.

Ask clarifying questions to ensure you fully understand the information or message.

Wait until the other person finishes speaking before responding.

8. Show your authentic self: While you can gain inspiration from other communicators to improve your
skills, always bring your honest self to interactions. People feel more drawn to speakers who seem
genuine and act transparently. For example, if you do not have the answer to a question, it is okay to
admit it. Your colleagues will respect your honesty more than if you pretend to know something and
provide a response that ends up inaccurate.

9. Practice your skills: Now that you know the various ways to improve verbal communication skills, you
should practice them. Not only will this develop these skills, but it can also help you feel more confident
in your speaking abilities. Apply these techniques as often as possible in your daily work and personal
interactions to ensure you feel comfortable using them.

10. Gain feedback: You can also practice your verbal communication skills in more realistic settings, such
as in front of friends or family. Not only will this help you feel more comfortable speaking in front of
others, but it also allows you to gain feedback. If you have a speech or presentation planned, perform it
as you would in front of the actual audience and ask these friends and family to judge your verbal and
nonverbal communication abilities. Their insights will instruct you on what you already do well and
where you need improvement.

Presentation strategies & soft skills

Oral presentations, also known as public speaking or simply presentations consist of an individual, or a
group of people,(students, professional etc.) verbally addressing an audience on a particular topic.
Presentations come in nearly as many forms as there are life situations. In the business world, there are
sales presentations, informational and motivational presentations, first encounters, interviews,
briefings, status reports, image-building, and training sessions. Presentations skills and public speaking
skills are very useful in many aspects of work and life. Presentations and public speaking skills are not
limited to certain special people – anyone can give a good presentation, or perform public speaking to a
professional and impressive standard. Like most things, it simply takes a little preparation and practice.

Characteristics of a good presentation

Clear structure: It should be have clear structure with an introduction, discussions and conclusion.

Opening and closing phrases: It should be carefully framed keeping in view the situation, audience and
subject. The speaker must select an opener, which attracts listeners attention and interest by using
relevant and neutral statements.

Audibility of voice and words: The very first requirement of a good presentation is that, in any given
circumstance, the voice and words should be audible.

Bring out the meaning: It is not only the quality of the speakers voice and the clear way in which he
express his ideas; it is also the variety in his voice and gestures. Any interesting subject may become
boring if a speaker of the subject is dull.

Audience analysis: Another important aspect is to understand your audience and their demography;
gender, age, education, culture, profession etc.
Use of audio-visual aids: Visual representations of facts and figures like; charts, tables, graphs etc. is
easier to understand and remember for the audience.

Use of body language: Proper use of gestures postures, facial expressions and eye contacts make
presentations more effective and interesting.

Simplicity: The speaker should deliver the speech in simple words and sentences. Simple words and
sentences make the speech effective.

Sincerity: Thought, feeling and imagination must stimulate a speech if it is to sound sincere. all the three
elements should be present in a speech and the speaker must always think, feel and imagine before he
speaks if he is to bring out the full meaning.

Use of quotations: A speaker should be very cautious in using quotations. He should avoid too many as
well as long, foreign or Latin quotations. When the quotations are used, they should be correct and full.

Rehearsal: Fear of forgetting may result in stage phobia. A speaker with a stage phobia concentrates his
mood excessively on himself than on the listeners of the message. Constant practice and self-
confidence can, however, help in overcoming stage phobia.

Types of presentation

1. Informative Presentation: As the name suggests, informative presentations provide information or

knowledge to the audience about a specific topic. This type of presentation is all about informing and
educating your audience. Your main goal is to share knowledge; your role is simply to listen and absorb
what you deliver.

2. Persuasive Presentation: Persuasion is a skill that involves shaping how others think, feel, and act. For
many professionals, such as marketers, project managers, and salespeople, being able to deliver
persuasive presentations is crucial in their roles.

3. Demonstration or How-to Presentation: Demonstration presentations, or how-to presentations,

guide audiences through detailed processes or techniques, providing step-by-step instructions for easy
replication. These presentations are great for teaching practical skills and hands-on procedures, and
you’ll often see them in workshops, training sessions, and cooking classes. Using creative slides can
boost audience engagement and help people remember the information better.

4. Sales Presentation: Sales presentations are a crucial type of business presentation, serving as the
primary tool for companies aiming to attract and persuade potential clients or customers. A successful
sales presentation typically includes essential elements like a clear value proposition, engaging
storytelling, confidence, and a powerful call to action.

5. Pitch Presentation: Pitch presentations are designed to present and sell an idea, project, or business
to stakeholders. They need to be concise, engaging and focused on highlighting the value proposition
6. Training or Instructional Presentation: Instructional presentations provide step-by-step instructions
on how to perform a task or complete a process. They’re similar to educational presentations, but they
might include some extra details or specific steps for the audience to follow. They are often used in
training, education, and technical fields where they give people new information and help them develop
new skills.

7. Motivational or Inspirational Presentation: Presentations aren’t just about teaching new concepts
but they can also be a source of inspiration and motivation. Motivational presentations are all about
encouraging your audience to chase their dreams, lift the audience’s spirits, tackle their challenges, and
take action in their lives.

8. Status or Progress Report Presentation: When you’re deep into a project, keeping all your
stakeholders informed is important. That’s where progress presentations come in handy. They provide a
status check of what’s been accomplished, showcase any achievements, and outline any challenges
faced along with the next steps.

9. Story-telling Presentations: Here’s a type of presentation that blends education, instruction, and
motivation into one: storytelling presentations. They rely on the power of a compelling narrative to
engage, entertain, and deliver a message. The beauty of the storytelling style is that it doesn’t have a set
stage. You’ll find it everywhere, from classrooms and corporate seminars to casual social gatherings,
connecting with audiences on a personal level.

10. Problem Solution Presentations: There are times when you’ll face a problem and need to find a
solution, and a problem-solution presentation is perfect for that. Whether you’re a team leader tackling
a project issue or a scientist proposing a breakthrough solution to a longstanding problem, this type of
presentation has you covered.

Beginning presentations: There are various ways of beginning a speech; the aim is to catch the attention
of the audience. One may start with a question, a starting fact, a prominent statistic. One may begin
with an anecdote or story, thus, “ladies and gentlemen, I am reminded of a story” one may make some
personal references, expressing one’s great pleasure in being invited to speak and so on. A well planned
introduction motivates and stimulates the listeners. Simultaneously it generates confidence in the
speaker. An effective introduction effects a smooth transition of the audience to the aim body of the
speech. The speaker may choose from the following methods in the introduction to involve the audience
in his or her speech:

By relating an incident to grab the audience.

By making a statement to arouse the curiosity.

By presenting facts to arrest thinking.

By giving statistics to startle him or her.

By asking questions to make them start pondering over it.

By giving a friendly look to make them feel happy and energetic.

By telling a story to motivate them to think its significance.

By paying a compliment to the audience to flatter them to listen to the speaker.

Ending presentations: A well-conceived conclusion not only signals the end of the speech but also
reinforces the central idea in the mind of the listeners. A good speech may lose impact all its conclusion
is loose. A strong ending leaves the audience brooding and thinking about the speech they have just
heard. The techniques to draw an ending of the speech are:

By giving verbal clues like “let me end by saying”, “before I conclude”, “One last point”, “in conclusion”,
“to sum up”, “to conclude”, etc.

By our manner of delivery decreasing the pitch of the tone to the lower notes.

By slowing down the articulation of words and phrases.

By going back to the story or incident with which the speaker started his or her speech.

By making the summary of the speech

By quoting an eminent personality.

Five ways to instill STEVE JOBS’ speaking techniques to help anyone craft and deliver a persuasive pitch.

1. BUILD TENSION (THEME): A good novelist doesn’t lay out the entire plot and conclusion on the first
page of the book. He builds up to it, Jobs begins his presentation by reviewing the “revolutionary”
products Apple has introduced. According to Jobs, “every once in a while a revolutionary product comes
along that changes everything Apple has been fortunate to introduce a few things into the world.” Jobs
continue by describing the 1984 launch of the Macintosh as an event that “changed the entire computer
industry.” The same goes for the introduction of the first iPod in 2001, a product that he says “changed
the entire music industry.”

After laying the groundwork, Jobs builds up to the new device by teasing the audience: “Today, we are
introducing three revolutionary products. The first is a wide-screen iPod with touch controls. The second
is a revolutionary new mobile phone. And the third is a breakthrough Internet communications device.”
Jobs continues to build tension. He repeats the three devices several times then says, “Are you getting
it? These are not three separate devices. This is one device; today Apple is going to reinvent the phone!”
The crowd goes wild. Jobs conducts a presentation like a symphony, with ebbs and flows, build ups and
climaxes. It leaves his listeners wildly excited. He Build up to something unexpected in his presentations.

2. STICK TO ONE THEME PER SLIDE: A brilliant designer once told me that effective presentation slides
only have one message per slide. One slide, one key point. When Jobs introduced the “three
revolutionary products” in the description above, he didn’t show one slide with points or mind-numbing
data. An image is all he needs. The simplicity of the slides keeps the audience’s attention on the speaker,
where it should be. Images are memorable, and more important, can complement the speaker. Too
much text on a slide distracts from the speaker’s words. Prepare slides that are visually stimulating and
focused on one key point.

3. ADD PIZZAZZ (combination of vitality and glamour) TO YOUR DELIVERY: Jobs modulates his vocal
delivery to build up the excitement. When he opens his presentation by describing the revolutionary
products Apple created in the past, his volume is low and he speaks slowly, almost in a reverential tone.
His volume continues to build until his line, “Today Apple is going to reinvent the phone.” Be an
electrifying speaker by varying the speed at which you speak and by raising and lowering your voice at
the appropriate times.

4. PRACTICE: Jobs makes presentations look effortless because he takes nothing for granted. Jobs is
known to rehearse demonstrations for hours prior to launch events. Don’t lose your audience. Rehearse
a presentation out loud until you’ve nailed it.

5. BE HONEST AND SHOW ENTHUSIASM: If you believe that your particular product or service will
change the world, then say so. Have fun with the content. During the iPhone launch, Jobs uses many
adjectives to describe the new product, including “remarkable, ”revolutionary,” and “cool.” He jokes
that the touch-screen features of the phone “work like magic and boy have we patented it.”

Telephone calls

The telephone is inexpensive, is simple to operate, and offers its users an immediate, personal type of
communication that cannot be obtained through any other medium. As a result, it has become the most
widely used telecommunications device in the world. Billions of telephones are in use around the world.
Aside from meeting face-to-face, making a phone call is the best way to build a bond with someone,
helping to create a memorable and positive experience. Telephone communication is an essential part
of any business. It allows businesses to stay in contact with customers, partners, and suppliers and
provide customer service and support. It is also a great tool for internal communication and
collaboration between teams. In the business world, it is incredibly important to convey a professional
image, not only in person but on the telephone as well. Knowing how to take care of callers and
providing them with accurate information is critical. While sounding professional when speaking on the
telephone may seem like an easy concept, there is always room for improvement. Whether you are a
receptionist, work in customer service, are an executive secretary, or hold some other job title, you
should always maintain and convey a professional image when speaking to a customer.

Advantages of telephone calls

1. Talking with your customers on the telephone is much more personal.

2. You Can Get an Immediate Response When You Talk on the Phone and it’s easy to use as well.

3. Teleconferencing is a cost-Effective way to communicate within your company.

4. Phone Calls are More Confidential Than Written Messages.

5. Sensitive Issues are Better Handled By a Telephone Call.

6. It’s a great equalizer; here personal looks and appearances does not matter as both parties are not
face-to-face, they are both in equal status.

7. Tone is very important – your tone can come through more clearly on a telephone.

Phone communication also has disadvantages, like:

Disadvantages of telephone calls

Lack of Non-Verbal Cues: Unlike face-to-face conversations, telephone conversations lack non-verbal
cues such as body language and facial expressions, which can lead to misunderstandings.

Technical Issues: Poor reception, dropped calls, and technical glitches can disrupt the flow of the
conversation and lead to frustration.

Inability to Share Visual Information: Telephone conversations make it difficult to share visual
information such as documents, images, or non-verbal cues, which can be important in certain
discussions.

Difficulty in Building Rapport: Building rapport and establishing a personal connection can be more
challenging over the phone compared to face-to-face interactions.

Lack of Record Keeping: Unless the conversation is recorded, there may be a lack of documentation for
future reference, which can be a disadvantage in certain contexts.

Phone etiquette at work

Be prepared. Get familiar with your phone, and learn how to transfer calls.

Answer right away. Answer within three rings.

Announce yourself. "Thanks for calling Company Name".

Be an active listener. Let the caller finish, and ask relevant follow up questions.

Consider your tone. Be friendly and smile.

Don't use speakerphone. Opt for a headset, or do a conference call.

Summarize before hanging up. Reiterate the conclusion/next steps for the caller.

End on a professional note. Thank the caller for their time or business.
Using non-verbal communication

Nonverbal communication, also known as Body language is the use of physical behavior, expressions,
and mannerisms to communicate nonverbally, often done instinctively rather than consciously. Whether
you’re aware of it or not, when you interact with others, you’re continuously giving and receiving
wordless signals. All of your nonverbal behaviors—the gestures you make, your posture, your tone of
voice, how much eye contact you make & send strong messages. In fact, it’s not the words that you use
but your nonverbal cues or body language that speak the loudest. They can put people at ease, build
trust, and draw others towards you, or they can offend, confuse, and undermine what you’re trying to
convey. These messages don’t stop when you stop speaking either. Even when you’re silent, you’re still
communicating nonverbally.

In some instances, what comes out of your mouth and what you communicate through your body
language may be two totally different things. If you say one thing, but your body language says
something else, your listener will likely feel that you’re being dishonest. If you say “yes” while shaking
your head no, for example. When faced with such mixed signals, the listener has to choose whether to
believe your verbal or nonverbal message. Since body language is a natural, unconscious language that
broadcasts your true feelings and intentions, they’ll likely choose the nonverbal message.

If you want to become a better communicator, it’s important to become more sensitive not only to the
body language and nonverbal cues of others, but also to your own.

Body language can play five roles:

Repetition: It repeats and often strengthens the message you’re making verbally.

Contradiction: It can contradict the message you’re trying to convey, thus indicating to your listener that
you may not be telling the truth.

Substitution: It can substitute for a verbal message. For example, your facial expression often conveys a
far more vivid message than words ever can.

Complementing: It may add to or complement your verbal message. As a boss, if you pat an employee
on the back in addition to giving praise, it can increase the impact of your message.

Accenting: It may accent or underline a verbal message. Pounding the table, for example, can underline
the importance of your message.

Types of body language & nonverbal communication

The many different types of nonverbal communication or body language include:

Facial expressions: The human face is extremely expressive, able to convey countless emotions without
saying a word. And unlike some forms of nonverbal communication, facial expressions are universal. The
facial expressions for happiness, sadness, anger, surprise, fear, and disgust are the same across cultures.
Body movement and posture: Consider how your perceptions of people are affected by the way they
sit, walk, stand, or hold their head. The way you move and carry yourself communicates a wealth of
information to the world. This type of nonverbal communication includes your posture, bearing, stance,
and the subtle movements you make.

Gestures: Everyday, you may wave, point, beckon, or use your hands when arguing or speaking
animatedly, often expressing yourself with gestures without thinking. However, the meaning of some
gestures can be very different across cultures. While the “OK” sign made with the hand, for example,
usually conveys a positive message in English-speaking countries, it’s considered offensive in countries
such as Germany, Russia, and Brazil. So, it’s important to be careful of how you use gestures to avoid
misinterpretation.

Eye contact: Eye contact is an especially important type of nonverbal communication. The way you look
at someone can communicate many things, including interest, affection, hostility, or attraction. Eye
contact is also important in maintaining the flow of conversation and for gauging the other person’s
interest and response.

Touch: We communicate a great deal through touch. Think about the very different messages given by a
weak handshake, a warm bear hug, a patronizing pat on the head, or a controlling grip on the arm, for
example.

Space: Have you ever felt uncomfortable during a conversation because the other person was standing
too close and invading your space? We all have a need for physical space, although that need differs
depending on the culture, the situation, and the closeness of the relationship.

Voice: It’s not just what you say; it’s how you say it. When you speak, other people “read” your voice in
addition to listening to your words. Things they pay attention to include your timing and pace, how loud
you speak, your tone and inflection, and sounds that convey understanding, such as “ahh” and “uh-
huh.” Think about how your tone of voice can indicate sarcasm, anger, affection, or confidence.

Conversations & Negotiations

Negotiation is a strategic discussion intended to resolve an issue that both parties find acceptable.
Negotiations involve give and take, where one or both parties will usually need to make some
concessions. It is a dialogue where two or more sides work together to reach an agreeable solution. It
might result in a formal agreement, like a contract, or a less formal understanding, like a verbal
agreement. It is also a "give and take" process resulting in a compromise where each side makes a
concession for the benefit of everyone involved. Here are some key negotiation skills:

1. Communication: Good communication skills include identifying nonverbal cues and verbal skills to
express yourself well. Skilled negotiators can change their communication styles to meet the listener's
needs. By establishing clear communication, you can avoid misunderstandings that could prevent you
from reaching a compromise.
2. Active listening: Active listening skills are also crucial for understanding another person’s opinion in
negotiation. Unlike passive listening, which is hearing a speaker without retaining their message, active
listening ensures you engage and later recall specific details without needing information repeated.

3. Emotional intelligence: Emotional intelligence is the ability to control your emotions and recognize
others’ feelings. Being conscious of the emotional dynamics during negotiation can help you stay calm
and focused on the core issues. If you are unsatisfied with the current negotiation, ask for a break so you
and the other party can return with refreshed perspectives.

4. Expectation management: Just as you should enter a negotiation with a clear goal, the other side
likely has its own defined expectations. If you believe you cannot agree to each other's terms, try
adjusting your expectations. Skilled expectation management involves balancing being a firm negotiator
and a collaborative one.

5. Patience: Some negotiations can take a long time to complete, occasionally involving renegotiation
and counteroffers. Rather than seeking a quick conclusion, negotiators often practice patience to
properly assess a situation and reach the best decision for their clients.

6. Adaptability: Adaptability is vital for successful negotiation. Each negotiation is unique, and the
situation may change from one day to the next. For example, an involved party may change their
demands abruptly. While it is challenging to plan for every possible situation, a good negotiator can
adapt quickly and determine a new plan if needed.

7. Persuasion: The ability to influence others is an important negotiation skill. It can help you define why
your proposed solution benefits all parties and encourage others to support your point of view. In
addition to being persuasive, negotiators should be assertive when necessary. Assertiveness allows you
to express your opinions while respecting the other sides’.

8. Planning: Negotiation requires planning to help you determine what you want and how the terms will
be fulfilled. You should consider the best possible outcome, your least acceptable offer, and what you
will do if an agreement is not reached. Preparing, planning, and thinking ahead are crucial to a
successful negotiation. The best negotiators enter a discussion with at least one backup plan, but often
more is helpful. Consider all possible outcomes, and be prepared for each of these scenarios.

9. Integrity: Integrity, or having strong ethical and moral principles, is an essential negotiation skill.
Being thoughtful, respectful, and honest lets the other side trust what you say. As a negotiator, ensure
you can follow through on commitments. To demonstrate trustworthiness, avoid over-promising.

10. Rapport building: Building rapport lets you establish relationships with others where both sides feel
supported and understood. Building a rapport requires communicating your goals and understanding
the other side's wants and needs. Rapport helps ease tensions, promotes collaboration, and increases
the likelihood of reaching an agreement. To build rapport, show respect, and use active listening skills.
11. Problem-solving: Negotiation requires problem-solving to see the problem and find a solution. If a
price is too high, how can it be lowered? If a resource is in short supply, how can it be increased? Finding
unique solutions to problems may be the determining factor in compromise.

12. Decision-making: Good negotiators can act decisively during a negotiation. It may be necessary to
agree to a compromise during a bargaining arrangement. Keep in mind that your decisions may have
lasting effects on yourself or your company. It is important to think through your options carefully
without overthinking your decision. Going back and forth between your options with a clear answer
might avoid unnecessary stress.

Importance of to developing negotiating skills

Resolve conflict: Negotiating skills help you resolve conflict with others. These skills may help you see
the other individual's perspective of the argument and express your opinions in a constructive way.

Find a mutual agreement: If both parties can't decide on an agreement, negotiating skills may help you
change your expectations so that you can find a compromise that works in the favor of both individuals.

Improve patience: Having excellent negotiating skills may increase your level of patience for others
since you can take the time to understand their side and work through steps to find a compromise.

Build healthy relationships: Negotiating skills can lead to building healthy relationships, since both
parties can express their opinions and find positive compromise. Individuals who use negotiation skills
may feel more open to communicating their ideas and feelings with others.

Avoid future conflict: Negotiating skills may help you avoid future conflicts by using healthy
communication to identify potential issues and solve problems using compromise.