Verbal Communication

… communicating verbally
 Main Theme
Communications those are done with verbal words
Two major types are there
 Informal oral communication
 Formal oral communication

o How could one differentiate formal from informal?

 … formal & informal: 1/2
 Formal & informal
o Formal communication
A communication (written or oral) that strictly adheres to rules, conventions, and
ceremony, and is free of colloquial expressions, takes place through the formal
channels of the organization structure along the lines of authority established by
the management
Formal communication is mostly in black and white
» Includes departmental meetings, conferences, telephone calls, company news
bulletins, special interviews and special purpose publications
It helps in fixation of responsibility and the maintaining of authority relationship
in an organization, but its also time consuming, cumbersome, and subject to a
good deals of distortion at times
 … formal & informal: 2/2
 Formal & informal
o Informal communication
A communication (written or oral) that arises out of the personal needs and social
relationships of members in an organization, does not flow as per the lines of
authority and not strict to rules, conventions, and ceremony, and may include
colloquial expressions
Such communication is usually oral and may be covered even by simple glance,
gesture or smile or silence
 In informal communication, it is difficult to fix responsibility about accuracy of
information, but the flow of information is speedy, flexible, and sometimes lead to
greater gains
o Let’s discuss the informal oral communication
 Informal oral communication
 Informal oral communication

Think about a job in management level

o What do they do?
Alternatively think about the chairman of your department?

o Anyone got any idea how a head passes his/her time?

 Time passing by a
manager/chair
 Daily jobs of a chair/manager
o Sometimes non routine
o Has to make decisions
o Has to make others involved in the decision making process
o Solve any problems
o Does counseling
o Gives a lots of autographs!!
o Give directions to others
o Receives phone calls
o Also make calls
How many of them are written communication?
 Here we go!-1/2
Therefore..
o Therefore most of the jobs a chairman does everyday are basically oral
communication
o A significant portion of them are done through informal communication!
Same is true for a manager!
o Surprised? Think one more time!! You will get the answer!
But remember these informal communication either has formal effects or at
least facilitates formal communication both in department and organization
o How?
 Here we go!-2/2
How?
o This involves a major part of the stakeholders
o Better communication by manager or head makes people happy followed by
higher output!

Therefore oral communication is an important part for managing any

organization and to lead the organization toward a better end
 Types of informal oral communication
 Types
o Informal talking
o Listening
o Participation in meeting
o Talking by telephones
o Dictating

 Informal talking
o We from Bangladesh talk a lot! Is it true?
o How much of them required talking?
o What is talking by the way?!
 Informal talking: 1/4
 Talking
o Talking is the oral expression of knowledge, viewpoints, and emotions
which otherwise was expressed by body movements like gestures, facial
expressions, and body positions.

What is good talking?

o Think about the talking style you think is the best
o Also think about the one you think worst
 What creates the differences?
 Those are the elements of good talking!!
 Informal talking: 2/4
Elements of good talking
o Voice quality
o Style
o Word choice
o Adaptation

 Voice quality
o It includes pitch, resonance, speed, and volume
o Do you like all the girls’/boys’ voice?!
o No? why? How you make the difference?
o There is a range: unpleasant to melodious!!
 Informal talking: 3/4
 Style
o It refers to how the three parts of voice quality-pitch, speed, and volume-blend
together
o All three produces a unique style for you!

 Word choice
o Proper word choice that is related to one’s stock of words can make the
communication a successful one by expressing the exact meaning
 Informal talking: 4/4
 Adaptation
o Once again importance goes to the word choice considering the listener level of
understanding
o Fitting the message in the listener framework-one message may not be suitable for
kids and adults

Courtesy in talking
o Don’t try to be dominant one, let others speak
o When one speaks listen carefully
o It will increase respect for you from the speaker
o You can show your anger even being very low in volume!!!
 Listening: 1/3
 Listening
o It’s a combination of detecting, remembering, and giving meaning to the messages

o It depends on two factors

Ability to pick the message
Attentiveness to the message

o Detecting, giving meaning depends on

One’s knowledge, expectation, perception, biasness, and other emotional aspects
 Listening: 2/3
 Ten commandments of listening
1. Stop talking: also listen, don’t talk only
2. Put the talker at ease: let the speaker feel at home!
3. Show the talker you want to listen: create an impression that you are interested
what the speaker talking about
4. Remove distraction: don’t do anything to distract the speaker
5. Empathize with the talker: put yourself in the talker’s position to realize the
situation. It helps in sharing/exchanging rather than opposing
6. Be patient
7. Don’t interrupt
8. Give the speaker time as he might not be as speedy as you!
9. Show interest
10. Hold your temper: once again you can say the worst word without being
 Listening: 3/3
Improving listening skill
o When you listen, improper listening is a kind of disrespect to the speaker
o Be lively/active while listening by saying something or by nodding
o Most importantly focus on the meaning that speaker put for a word rather than the
meaning that you put for that word!
o Go easy on argument and criticism: create a win-win situation, accept the
criticism easily
o Ask questions, it proves that
You are active
You are open to the subject
You help to develop the message
o Stop talking: once again let others to talk too!!
 Meeting: 1/5
 Two aspects
o You conduct the meeting
o You participate in the meeting
You conduct the meeting
o Look at the extent of formality of the meeting
o Then be attentive in the following aspects
1. Plan the meeting
o Decide the topics
o Arrange them in logical order
o Allocate appropriate time for each topic
o Communicate the time limit with all the participants
 Meeting: 2/5
2. Follow the plan
o Implement the initial blueprint
o New topics pop up, manage them satisfactorily

3. Move the discussion along

o Ensure that all the discussions are on track
o Also ensure that all topics get appropriate time to be discussed fully
o Remember your leadership capability works here most importantly
 Meeting: 3/5
4. Control those who talk too much
o Discourage them positively
o Emphasize on the necessary aspects coming from them
o Quite a hard job, but remember you are the leader!!
5. Encourage participation from those who talk too little
o Some people are only man of work rather than man of words!
o Bring them on!!
6. Control time
o Time is money~~~remember it throughout the meeting
o Organize the meeting in such a way so that you can gain the most
 Meeting: 4/5
7. Summarize at appropriate place
o You compare the goal with the achievements
o Must specify the progress and what to do in future
o Ensure a pleasant conclusion as that is the early investment for the suchlike future
events!!
 Meeting: 5/5
Participating in Meeting
You participate in the meeting
o Without your proper participation leader can’t work
o Mind the followings
1.Follow the agenda
o Help the leader go ahead, don’t interrupt
2. Participate
o Contribute anytime, but be sure you really add something
3. Cooperate
o Respect both leader and other participants, let the leader to proceed
4. Be courteous
o Respect others’ opinions and feelings, let them to speak
 Talking by telephone: 1/2
 Telephone conversation
o Similar but not really like talking with boyfriend/girlfriend!
o 0.25 TK/minute made it really easy! Is not it?

 Remember
o You are judged by your voice and voice quality, you are not seen
o Try to be natural to give a feeling of face to face communication
o You can record your voice and correct
o Courtesy is that much important here
o make your voice sweeter!
o Take note when you receive calls for other person
 Talking by telephone: 2/2
Example
o Call center, India dominates
Voice message
o Introduce you
o Leave the full message
o Leave the directions what receiver should do if required
Cellular phones
o Be careful about disturbing others, noise, loudness, privacy
o Don’t keep one on hold!! Keep the ringer off in public events
o What about mobile phone in class??!!
 Dictating: 1/2
 Dictating message or and reports
o With special software use you can direct your computer to write what you say
o Its faster than writing
o But you have to be quite clear when you talk

Steps in dictating
o Gather the facts
o Plan the message: plan how you will say it, how you build up the whole message,
follow the logical order
o Make the words flow: speak clearly, spell out if needed
o Speak clearly: to reduce time in proofreading speak clearly
 Dictating: 2/2
 Dictating
Give paragraph, comma, next line, and instruction
Playback intelligently: to have a cross check!
Proofread for accuracy: for the total development

Dear meena spell m-e-e-n-a comma raju spell r-a-j-u is calling you (dear
meena, raju is calling you)
Thank You!
Any Question?