1. ORAL COMMUNICATION 1

2. UNIT 3 Oral Communication 3.1 Listening 3.2 Speaking 3.3 Persuasion 3.4 Motivation and Hierarchy of needs 3.5 Attending and Conducting Interviews 3.6 Participating in Discussions, Debates & Conferences 3.7 Presentation Features 3.8 Fluency development Strategies

3. Oral communication Spoken communication or the communication employing speech is known as oral communication. Oral communication takes place in many ways, Casual Serious Formal Informal Structured and unstructured

4. Comparison between oral Vs. written communication Point of comparisonOral communicationWritten communication NatureInformal with personal touch Formal without personal SpeedFastSlow FlexibilityHighLow RecordNo recordPermanent record CostEconomical (low)High cost (costly ) GesturesCa be usedcan’t be used Feed backImmediateDelayed SuitabilityFor short and simple message For lengthy message

5. Why is good oral communication so important? To help problem solving To resolve conflict To influence people to work together To persuade others to be involve in organizational goals. To be an effective negotiator. To develop listening skills.

6. What is Listening? Listening: the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention Effective communication is 2-way –depends on speaking and listening

7. Time Spent Listening

8. Listening process

9. What activities in business require you to "listen carefully?" 1.Telephone conversations 2.Informal Speeches 3.Job Interviews 4.Formal Presentations 5.Meetings 6.Small-group conferences 7.Product Demonstrations

10. Hearing Choosing Understanding Responding The reception of sound. The act of choosing to focus attention on the message. Deciding what the message means to you. Your reaction to the message. It can be emotional and intellectual. Steps in the listening process Your knowledge, attitudes, values, beliefs and self-concept influences your perception. You first respond emotionally, then intellectually. Then you decide how to respond. Your own needs, interests, attitudes, and knowledge affects your choice to pay attention. Not everyone hears the same way. Men actually prefer certain frequencies.

11. Elements in the Listening Process Hearing –Listening begins with physical hearing of message and taking note of it.

12. Elements in the Listening Process Attending –Is the psychological process of selection where we decide what gets through –Attending also helps the message sender Those who had recounted a movie to attentive listeners remembered more detail from the film

13. Elements in the Listening Process Understanding –Occurs when we make sense of a message –It is possible to hear and attend to a message without understanding Listening to a foreign language –Listening Fidelity Describes the degree of congruence between what a listener understands and what the message sender is attempting to communicate

14. Elements in the Listening Process Responding –Giving observable feedback to the speaker –Researchers suggest that listeners should give observable feedback more frequently –Listening isn’t a passive activity

15. Hearing vs. Listening “Was I paying attention?”

16. Hearing vs. Listening Do you think there is a difference between hearing and listening? You are right, there is! Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired, hearing simply happens. Listening, however, is something you consciously choose to do. Listening requires concentration so that your brain processes meaning from words and sentences. Listening leads to learning.

17. Listening We have two ears and one mouth so that we can listen twice as much as we speak.

19. Types of listening Superficial listening. Appreciative listening. Focused listening. Evaluative listening. Attentive listening. Content listening. Critical listening. Empathetic listening.

20. Superficial listening -Listener has little awareness of content -output is zero because listener ignore the message. - not able to concentrate on the theme.

21. Appreciative listening -Get enjoyment and pleasure - e.g. recording of songs, entertaining stories, jokes. - part of entertainment singing along with the song.

22. Focused listening -Listening for specific purpose - specific information to take decision - most common type in non-formal oral communicative situations. -Listening to railway and airport announcement.

23. Evaluative listening -Evaluation of oral message -Listener interprets and analyses. -Main purpose of evaluative listening is to evaluate the content of oral message to select appropriate information - e.g. classroom lectures, workshop, seminars.

24. Attentive listening -Complete attention of the listeners. - e.g. group discussion, meeting, job interviews. -listeners pay attention to all part of the message.

25. Content listening -Understand and retain the speaker’s message. - information flows from speaker to us. - e.g. when listening to a regional sales manager’s monthly report on how many of their products sold that month, - listening for content.

26. Critical listening -Understand and evaluate the meaning of the speakers message on several levels: - the logic of the argument - the strength of the evidence - the validity of the conclusion - implication of the message - speakers intention and motives - omission of any important or relevant points.

27. Empathetic listening - Listening not only to what speaker is saying but also to how he/she is saying his/her feelings, emotions and state of mind.

28. BARRIERS TO GOOD LISTENING

29. Physical Barriers consist of any sound that prevents a person from being heard. Physical noise interferes with a speaker’s ability to send messages and with an audience’s ability to receive them. Examples: whispers, cheers, passing cars or intercom interruptions

30. BARRIERS TO GOOD LISTENING Psychological Barriers consist of thoughts and feelings that distract people from listening to what is said are called psychological. The noise interferes with the audience’s concentration and ability to hear a speaker’s presentation. Examples: people not paying attention because they are absorbed in their own thoughts, jumping to conclusions, faking attention, yielding to distractions, overreacting to emotional words and tuning out topics that one considers to be dull.

31. BARRIERS TO GOOD LISTENING Semantic Barriers are interferences that are caused by words that trigger strong negative feelings against the speaker or the content of the speech is called semantic noise. Semantic noise leads to misunderstanding, as well as unpleasant and distracting nonverbal feedback from the audience. Examples: A group of students might agree with you if you called rap music “confusing.” However, they might stop listening if you began calling rap music “garbage.”

32. BARRIERS TO GOOD LISTENING Over load of message It is very difficult for the brain to digest the overloaded message.

33. Ego one of the common barriers to listening is egotism or self- centered attitude.

34. SPEAKING

35. Speaking speaking is an interactive communication process that involves speakers and listeners. Speaking is the purposeful process by which people, using audible and visible symbols, communication meaning in the minds of their listeners.

36. Five Levels of Public Speaking:

37. 1) intrapersonal

38. Intrapersonal Communication The type of communication a person has with himself, thus the prefix “intra-” which means within. As soon as a human being awakens, he begins an internal thought process and dialogue, almost always silent, but sometimes aloud.

39. Five Levels of Public Speaking: 2) interpersonal

40. Interpersonal Communication Interpersonal communication takes place between two people. This type of communication varies depending on the relationship between the two individuals.

41. Five Levels of Public Speaking: 3) group

42. Group Communication Group communication occurs when three or more individuals, who have a common goal, interact either formally or informally.

43. Five Levels of Public Speaking: 4) public

44. Public Communication Public communication takes place when one or more individuals communicate with a large group in a more “one- directional” approach.

45. Five Levels of Public Speaking: 5) mass communication

46. Mass Communication Mass communication occurs when extremely large groups receive information, like a television audience watching a news broadcast, as well as the intermittent commercial advertising.

47. Linear Model of Communication The speaker—the sender, the encoder, or source of the message. The Speaker

48. Linear Model of Communication Encoding—the process of putting ideas into symbols to carry a message. The Speaker The Speech Text

49. Linear Model of Communication Message—ideas communicated verbally and nonverbally. The Speaker The Message A speaker sends a message to a listener.

50. Linear Model of Communication Listener—the receiver or decoder of the message The Speaker The Message A speaker sends a message to a listener.

51. Linear Model of Communication Decoding—the process of attaching meanings to symbols received. The Speaker The Message A speaker sends a message to a listener. Decoding

52. SPEECH PROCESS SELECTING A MESSAGE CHOOSING A STYLE GETTING FEEDBACK ENCODING THE MESSAGE ANALYSING THE LISTENERS

53. WHILE COMMUNICATING A MESSAGE ORALLY, SPEAKER CONCERED WITH FIVE FACTORS 1. Message 2. Audience 3. Speech Style 4. Message Encoding 5. Feedback

54. Strategies for good speaking Be an active listener Be a subtle speaker Speak with clarity Be simple Use appropriate pauses Be polite Be friendly Be positive Be flexible Be tactful Do not argue Be interested

55. Public Speaking Produces Anxiety in Most People 3. Death 2. Snakes 1. Public Speaking People’s Biggest Fears

56. Overcoming Speech Anxiety Acknowledge Your Fear Act Confident

57. Overcoming Speech Anxiety Practice, Practice, Practice Simulate Setting at Home Ask Friends to Be Practice Audience

58. Overcoming Speech Anxiety (con’t) Use Deep-breathing Techniques Focus on Message, not Fear

59. Practice takes you from this..

60. To this….

61. Characteristics a good speech Clarity Speaker should be clear in his ideas Neither be too brief nor too long Should be informative & illuminating Should be interesting and it should appeal not only to the minds of the listeners but also to their hearts. Should not be too formal that the personal touch is lost. Should convey concrete facts rather than vague or abstract ideas.

62. Planning the speeches Determine the purpose Analyze the audience and the situation Choose the main ideas for your message Research your topic thoroughly Organize the data and write your draft. Plan visual aids, if desirable. Rehearse the talk and revise where necessary.

63. Determining the purpose Each speech has a general and a specific purpose. Usually the general purpose of business talks is one of these: -To inform or instruct - To persuade - To entertain

64. Analyses audience and situation Need to find out size of the group, age range, interests, goals, occupations(at least in general). E.g. computer specialists or purchasing agents – can use appropriate technical expressions and illustrations.

65. Choose the main ideas for your message Full concentration should be made on choosing the primary theme of message. For good message the selection of main idea is very compulsory.

66. Research your topic thoroughly Know your purpose and something about audience interest and level of understanding – choose the ideas and collect needed facts.

67. Organise the data and write your draft After – gathered all needed information- should organise your speech and write the draft. A good speech has three parts -Introduction (Opening statement) - Body (Text discussion) - Summary or Conclusion (end statement)

68. Plan visual Aids Meaningful visual aids for display at appropriate times. most common devices: -Chalk boards - white boards - projectors

69. Rehearse the talk and revise After preceding six steps, you are ready to apply them by rehearsing your talk. Revise wherever improvements are needed. To develop confidence, you should know the subject better than anyone else in the audience.

70. Audience awareness

71. Desired effect cannot be achieved from a speech unless the speaker knows his/her audience well. Audience analysis is an integral part of delivering the speech. If speaker has analyzed the audience in proper way before presentation,- it will be more effective. If audience is large, presentation should be more formal whereas informal presentation can work in small audience.

72. Elements of audience awareness There are four elements pertaining to listeners of informative speaking should be reviewed: -The knowledge - The occasion - The location

73. Persuasion How to get people to do what you want.

74. Persuasion The act of persuading or the power to persuade.

75. Definition of Persuasion “When one person is attending to induce change in the belief, attitude, or behavior in another person, he is in the process of persuasion”

76. PERSUASION METHODS 1.Reciprocity 2.Consistency 3.Social proof 4.Authority 5.Likeability 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

77. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency 3.Social proof 4.Authority 5.Likeability 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

78. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof 4.Authority 5.Likeability 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

79. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof: to determine what is correct find out what other people think is correct 4.Authority 5.Likeability 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

80. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof: to determine what is correct find out what other people think is correct 4.Authority: deep-seated sense of duty to authority 5.Likeability 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

81. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof: to determine what is correct find out what other people think is correct 4.Authority: deep-seated sense of duty to authority 5.Likeability: we say yes to someone we like 6.Scarcity Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

82. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof: to determine what is correct find out what other people think is correct 4.Authority: deep-seated sense of duty to authority 5.Likeability: we say yes to someone we like 6.Scarcity: limitation enhances desirability Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

83. 1.Reciprocity: we want to repay, in kind, what another person has provided us 2.Consistency: desire to be (and to appear) consistent with what we have already done 3.Social proof: to determine what is correct find out what other people think is correct 4.Authority: deep-seated sense of duty to authority 5.Likeability: we say yes to someone we like 6.Scarcity: limitation enhances desirability Robert B. Cialdini, Influence: The Psychology of Persuasion (revised; New York: Quill, 1993)

84. Steps for Effective Persuasion Understand your audience Support your opinion Know the various sides of your issue Respectfully address other points of view Find common ground with your audience Establish your credibility

85. Persuasive Speech A speech designed to change or reinforce the audience’s beliefs or actions. Aims to change others by prompting them to think, feel, believe or act differently.

86. Characteristics of Persuasive Speech 1.Involves multiple communicators 2.Persuasion is not coercion or force 3.Persuasive impact usually is gradual and incremental

87. Hierarchy of needs and speaking

88. © 2007 Prentice Hall, Inc. All rights reserved. 16–88 What Is Motivation? Motivation –Is the result of an interaction between the person and a situation; it is not a personal trait. –Is the process by which a person’s efforts are energized, directed, and sustained towards attaining a goal. Energy: a measure of intensity or drive. Direction: toward organizational goals Persistence: exerting effort to achieve goals. –Motivation works best when individual needs are compatible with organizational goals.

89. Self-Actualization Esteem Love Safety Physiological Maslow’s Hierarchy of Needs

90. PHYSIOLOGICAL OR SURVIVAL NEEDS MOST NEEDS HAVE TO DO WITH SURVIVAL PHYSICALLY AND PSYCHOLOGICALLY

91. Maslow’s Hierarchy of Needs PHYSIOLOGICAL OR SURVIVAL NEEDS SAFETY NEEDS ON THE WHOLE AN INDIVIDUAL CANNOT SATISFY ANY LEVEL UNLESS NEEDS BELOW ARE SATISFIED

92. Maslow’s Hierarchy of Needs PHYSIOLOGICAL OR SURVIVAL NEEDS SAFETY NEEDS LOVE, AFFECTION, AND BELONGINGNESS NEEDS

93. Maslow’s Hierarchy of Needs PHYSIOLOGICAL OR SURVIVAL NEEDS SAFETY NEEDS LOVE, AFFECTION, AND BELONGINGNESS NEEDS ESTEEM NEEDS

94. Maslow’s Hierarchy of Needs SELF-ACTUALIZATION NEEDFOR MASLOW EMPHASIZES NEED FOR SELF ACTUALIZATION IS ACTUALIZATION IS A HEALTHY INDIVIDUAL’S PRIME MOTIVATION

95. Maslow’s Hierarchy of Needs SELF-ACTUALIZATION NEEDFOR MASLOW EMPHASIZES NEED FOR SELF ACTUALIZATION IS ACTUALIZATION IS A HEALTHY INDIVIDUAL’S PRIME MOTIVATION SELF-ACTUALIZATION MEANS ACTUALIZING ONE’S POTENTIAL BECOMING ALL ONE IS CAPABLE OF BECOMING

96. Maslow’s Hierarchy of Needs PHYSIOLOGICAL OR SURVIVAL NEEDS SAFETY NEEDS LOVE, AFFECTION, AND BELONGINGNESS NEEDS ESTEEM NEEDS SELF- ACTUALIZATION NEED

97. McGregor’s Assumptions About People Based on Theory X Naturally indolent Lack ambition, dislike responsibility, and prefer to be led Inherently self-centered and indifferent to organizational needs Naturally resistant to change Gullible, not bright, ready dupes

98. McGregor’s Assumptions About People Based on Theory Y Experiences in organizations result in passive and resistant behaviors; they are not inherent Motivation, development potential, capacity for assuming responsibility, readiness to direct behavior toward organizational goals are present in people Management’s task—arrange conditions and operational methods so people can achieve their own goals by directing efforts to organizational goals

99. Interviewing

100. Introduction The word “interview ” means “view between "or “sight between” Two persons for the persons for the purpose of getting a view of each other, or for knowing each other. There are two parties to any interview 1.Interviewer 2. interviewee

101. Interview techniques Screening Random appearance Tests Group discussions Experience Stress interview

102. How to attend interview ? Interviewee’s preparation for the interview

103. If you are an interviewee, you should prepare yourself on the following -know yourself - know the company - prepare for questions - prepare the questions that you would like to ask.

104. Arriving for the interview -Dress appropriately -Take with you your certificate -Arrive for the interview in time

105. Staging and conducting effective interviews Preparing for the interview includes the following: -Content -Resume -strategy -Environment -Timing of interview -seating arrangement

106. Conducting the interview -Opening of interview -Building positive relationship -Explain the purpose of interview -A word about the type of questions to be asked.

107. Participating in discussion

108. What is discussion? “Discussion means an activity in which a subject or theme is thoroughly shaken, inquired into or examined in order to reach a satisfactory conclusion”. We often find people discussing various social, economic, and political issues. These discussion might be -Formal -Informal

109. Group discussion Group – collection of people. Single person cannot constitute a group. Group discussion is a systematic oral exchange of information, views, and opinions about a topic, issues, problem, or situation among members of a group who share certain common objectives.

110. Types of groups -Formal groups It is formed with approval of management and enjoy full official backing and support. It follows formal rules and regulations. -Informal groups Formed on account of informal relationships among people. these groups are not a part of the organizational structure, goals and activities related directly to organisational goals.

111. Characteristics of a group -Group goals Group goals defined the purpose for which a group is formed. Without a specific purpose, a group would simply be a collection of people. -Group pattern of communication It refers to the channels of communication among the members. It indicates whether these channels are formal or informal, verbal or non-verbal.

112. Characteristics of a group -Group norms Group norms are patterns of behavior formulated and enforced by the members of the group. Norms are developed through interaction among the members. -Group structure The structure refers to the roles to be played by the members. The leader has a specific role as a mentor, guide and motivator. -Group climate Group climate suggests the emotional atmosphere prevailing among the members of the group.

113. Ingredients of discussion Given below are the ingredients of discussion: -Purpose Unless there is a clear purpose there will not be any discussion. No organization can afford to waste its precious time in aimless talking. Unless there is a clearly stated purpose the participants are likely to skip from one topic to another, and that will defect the purpose of group decision- making. -Planning Planning in advance is the second essential ingredient of discussion. Nothing can be achieved without planning. 113

114. -Participation Each individual member of a group is supposed to contribute to the deliberations of the group. That is why a group discussion has been defined as “the cooperative pooling of all available information” -Informality Informality and cordiality are essential to encourage the fullest possible participation. -Leadership every group discussion has to be piloted by a leader. In the absence of leader the whole activity may run haywire.

115. DEBATE Debate is a formal method of presenting arguments in support and against a given issues in which debaters present reasons and evidence to persuade an audience or a group of judges. Debate governed by some explicit rules. Informal debates occurs in many places. Everyone been in heated debates with friends or family members. Quality and depth of debate improves with knowledge and skills of its participants. Debating is a formal method of interactive and representational argument.

116. BENEFITS OF DEBATING Cultivates quick and multi-dimensional, logical thinking. Enhances the ability to develop reasoned opinions. Gives a better understanding of the current events and the world around us. Improves self-confidence, speaking style and command of language. Enriches your overall leadership qualities.

117. GOOD DEBATERS POSSESS Good knowledge of current issues. Ability to generate ideas. Ability to think critically and logically. Ability to present the ideas systematically. Ability to handle culturally diverse and challenging situations with great ease and to one’s their (own) enjoyment.

118. TWO SIDES Every debate has two sides. AFFIRMATIVE This side says that the topic statement is correct. NEGATIVE This side says that the topic statement is wrong.

119. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument A speaker makes the argument that supports the debate topic.

120. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument Cross Examination The negative side asks the affirmative side questions about their argument.

121. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument Cross Examination Negative Argument A speaker makes the argument that goes against the debate topic.

122. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Lincoln Douglas Debate Affirmative Argument Cross Examination Negative Argument Cross Examination The affirmative side asks the negative side questions about their argument

123. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument Cross Examination Negative Argument Cross Examination Affirmative Rebuttal The affirmative side “rebuts” the negative side’s argument.

124. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument Cross Examination Negative Argument Cross Examination Affirmative Rebuttal Negative Rebuttal The negative side rebuts the affirmative argument.

125. STRUCTURE Both people need a turn to speak! There are many different kinds of debate… Here is one example: Debate Affirmative Argument Cross Examination Negative Argument Cross Examination Affirmative Rebuttal Negative Rebuttal Second Affirmative Rebuttal The affirmative side gets one last chance to make a rebuttal.

126. Preparation for debate -Coming up with ideas on the topic - Researching the topic and evidence. - formulate arguments. - Developing debate cases. - Dividing tasks and responsibilities. - Developing style, organization and delivery.

127. Conference More organizations, private, governments, non- governmental, multinational, academic and scientific- are holding periodic, mostly annual, conferences/ convention/, primarily with a view to having information update. The word conference has been derived from “confer "that means ‘to consult together', ‘compare opinions’, ‘carry on a discussion’

128. Types of conference Conference of the salesman Conference for training a new employees Conference for discussing common problems

129. Purpose of conference Co-ordinate activities Build morale Secure agreement Solve problem Exchange information Initiate policy Products launch

130. Presentation skills A presentation is a commitment by presenter to help the audience do something, to solve a problem. Presentation is a process through which the presenter presents some things, thoughts, ideas, products, information, reports, findings, etc to some individual or a group of individuals, with a definite purpose and clear goal in mind.

131. Features of a good presentation Contents matching the audience: In a good presentation, the ideas are appropriate to the audience. Language matching the audience: language used also should match the audience. Technical language in a presentation to a non – technical audience. Brevity: A good presentation is brief. Not to exceed twelve to fifteen minutes unless the presentation is interactive. Smooth sequence: A effective presentation has all ideas sequenced well. Signs of presentation and mastery: statistical information, illustrative cases, and visual aids are some of the external signs of presentation. Lively delivery: eye contact with whole audience Appropriate Humor: making people to laugh. Humor has a way of disarming opposition. It can cut painlessly.

132. Factors affecting presentation Audience analysis communication environment personal appearance use of visuals opening and closing of presentation organization of presentation

133. Structure of presentation ParticularsMinutes Introduction3 minutes Main body15 minutes Conclusion2 minutes Questions and answers10 minutes

134. Paralinguistic features in presentation Body language includes personality, appearance, good grooming, clothing and movements. Personality is greatly influenced by posture, that is, the manner of standing, sitting and walking and what is carried in the hands.

135. Suggestion for taking care of body language Comfortable posture Eye contact Movements Facial expression and gestures Voice Pauses Health

136. Fluency development strategies Articulation : In order to speak English fluently, clearly and confidently, articulation has to be improved. Good pronunciation : An important aspect of improving expression is learning good pronunciation. It is the manner of uttering. voice quality : It is essential to refine the quality of one’s voice and learn to adjust or vary its tone or pitch. Accent and intonation: syllabic – English is a stressed language