1. BUSINESS COMMUNICATION ENGB213
Unit 2
Speaking, listening and non-verbal communication

2. 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

3. Why are communication skills important?
To secure an interview
To get the job
To do your job well
To advance in your career

4. 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

5. 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

6. Listening skills

7. 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.

9. The listening process 1.Receiving 2. Interpreting 3. Remembering
Physically hear message and take note
Affected by external factors i.e noise
1.Receiving
Infer speaker’s meaning based on own experiences
Need to understand speaker’s frame of reference
2. Interpreting
Store message for future reference
3. Remembering
Consider points mentioned and assess their importance
4. Evaluating
Reacting to speaker’s message
5. Responding
In certain occasion, action is vital. Put all promised action in writing and make sure to deliver promises
6. Acting

10. Barriers to effective listening
Pre-judgement
Selfishness
Selective listening

11. Non- verbal communication
1.Posture
2.Facial expressions
3.Gestures
4.Eye contact
5.Touching

12. 1.Posture
The way people stand or sit.

13. 2.Facial expressions
Human faces are capable of communicating a wide range of expression and emotion.

14. 3.Gestures
Many gestures are used as we speak.

15. 4.Eye contact
Looking someone in the eye suggests openness, honesty, confidence and comfort.

16. 5.Touching
An important tool to convey warmth, reassurance, support, encouragement and comfort. Because touching implies intimacy and familiarity, there are strict rules that govern who may touch whom and how.

17. 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

18. 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

19. Making effective telephone calls
Before calling
Choose the right time to call
Check the number
Plan your call
Be prepared
Avoid interruptions

20. 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

21. Making effective telephone calls
After the call
Make notes
Take action

22. 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

23. Voice processing Voice mail Recording your voice mail greeting
Allows one to send, store and retrieve verbal messages. Often used in business to replace brief inter-office notes or s and messages that need no response
Recording your voice mail greeting
Keep it brief – no longer than seconds
State action clearly
Be professional – businesslike voice
Leaving a voice mail message
Effective voice mail message: keep it brief, speak precisely and clearly