Apply Oral/verbal communication

Oral communication is the process that uses spoken words. It is a process that involves face to face
conversation, telephonic conversation, speech, radio, television, voice over the internet. This form of
communication is more immediate than written communication.

Oral communication takes place in face-to-face conversations, group discussions, telephone calls and other
circumstances in which spoken word is used to express meaning. It includes face to face conversations,
telephone conversation, radio broadcasts, interviews, group discussions, meetings, conference s and seminars,
announcements over public addresses system, speeches est.
It refers to the exchange of information through the use of words in a language understood by the both the
sender and receiver of the message.

The merits of oral communication

1. Oral communication saves on time facilitating quick action.

2. Oral communication saves on costs of printing sending e.tc
3. Speech is a more powerful means of persuading and controlling
4. Conveys various shades of meaning through variations in tone, pitch and intensity of voice
(efficacy) which written communication cannot achieve.
5. Feedback in immediate.
6. Clarification is obtainable and generates good relationship between senior staff and junior staff.
The limitations of oral communication

1. Distance and lack of mechanical devices may limit oral communication

2. Oral communication may not be suitable in conveying lengthy messages
3. Oral messages cannot be retained for a long time

Oral messages do not have legal validity unless taped as part of a permanent record.
4. Easily miss-understood especially when dealing with a large audience.
5. In oral messages responsibilities for mistakes in any cannot be specifically assigned.

Essential/ Principles of effective oral communication

1. Clear pronunciation i.e. clear pronunciation of words and correct use of words.
2. Brevity i.e... the message should be brief and concise
3. Conviction i.e...The person must be convinced of what he/she is saying lack of it will cause lack of
confidence.
4. Precision makes oral communication very effective.
5. Logically sequence reduces any confusion that may arise
6. Appropriate word choice- a speaker should use most familiar words to communicate because
different people understand different meanings of the same words in different situations.
7. avoiding hackneyed phrases such as ― what I mean‖ ―do you follow‖ ―I see‖ isn‘t it‖
8. Natural voice should be used at all times.
9. Proper Preparation: Before starting the oral communication the sender should be clear about the
message to be transmitted. Also it is the responsibility of the sender to ensure that conducive
environment is present for the effective speaking as well as effective listening. The sender should
also ensure that the receiver is fully prepared and ready to listen.
10. Avoiding emotions: In oral communication the sender might get over influenced by the emotions
that might affect the communication process so a sender should control the emotions.

Types of Oral Communication

Intrapersonal Communication

It is a type of communication where a person holds conversation with oneself. It mainly arises when a person
needs to make a decision in a certain situation or when the person is introspecting about one’s act or decisions. It
involves critical analysis of the situation by the person himself or herself and instils self-awareness and
mindfulness.

Interpersonal Communication
In this communication type two or more people are involved. Interpersonal communication can be both in
formal as well as informal setting. It is undertaken to take decisions, ponder over situations, finding solutions or
simply talking informally.

Small Group Communication

This type of communication takes place in a group of 5-10 people. In a formal situation small group
communication is used for brainstorming, discussions related to official matters, jointly finding solutions to
various problems, resolving conflicts etc. Small groups meet at the workplace, to discuss issues related to work,
or for problem-solving or team-building purposes. In informal situations this form of communication fulfils the
emotional needs like companionship, family bonding and affection or support. In learning institutions, students
often form small groups that regularly meet for study discussions or to work collaboratively on projects. Small
group communication can also take place at public places or with strangers for specific purposes.

Public Communication
Public communication, also known as public speaking, involves communication between a speaker and an
audience. Speaker should try to inform or to persuade the audience to act, buy, or think in a certain way. A
politician may make speeches on how he will be dealing with certain issues to win their votes. Public
communication is a very important type of communication when a message has to be conveyed to a large
number of people in one instance or when a large number of people have to be influenced. For this the speaker
should know the important techniques of public speaking. These will be discussed in detail in a separate module

Mass Communication
Communication that is sent out from a source to many receivers over a large geographical area, possibly all over
the world is mass communication. It uses media like films, radio, videos and television.

Corporate communication
Communication that takes place among members of an organisation, within that organisation is corporate
communication. Interacting in teams, conferencing with co-workers, talking with a superiors, giving employees
explanations and directions, making presentations and interviewing people are some examples of corporate
communication. Effective corporate communication is helpful in enhancing the corporate image and positively
affect the morale, commitment, and productivity in corporations. Employees who feel like they are genuinely
listened to by their managers are likely to have high job enthusiasm feel more committed to their company than
those who do not feel listened to.

Intercultural Communication
Intercultural communication is communication between people of different cultures and ethnicity. The world
is increasingly becoming a global village, and every country has people of various ethnicities. So while
communicating in such a scenario diverse nature of the communicating people or parties have to be kept in
mind. For example, in countries of Asia, students will seldom contradict or disagree with a teacher in the
classroom as this shows disrespect. In Western institutions, it is the norm for students to think for themselves
and engage their teachers in debate and discussion.

Examples of Oral Communications at workplace:

Meetings

Presentations and Lectures

Workshops

Group Discussions Interviews

Conferences

Telephonic Conversations. Voicemails

Conversations
 Styles of Oral Communication

There are three styles of oral communication:

1. Passive Communication style:

This type of style is adopted when one is unable to stand for one’s rights. While expressing his feelings the
person is cautious and apologetic.In the case of conflict the person with this style will not be able to protect his
rights and will be taken for granted due to not having the ability or willingness to take a stand. People with
Passive communication style give out a message that they do not think that their views are also important. It
helps people to escape anxiety and keep peace. Always accepting others’ views even if one does not actually
agrees with them or not being able to say no to commands or requests also come under passive communication
style. Passivity in communication leads to feelings of anger, resentment, victimisation and wanting revenge
which ultimately lead to lot of stress and health problems. This is not an effective style of communication.

2. Aggressive Communication Style: In this style the person standup aggressively for their rights and are
likely to violate other people’s rights. Assertive communication style may make one believe that one can get
what one wants by being aggressive. But such communication style is not sustainable as this reduces mutual
trust and respect. People adopting aggressive communication style express their feelings and emotions in an
inappropriate way, even though they may be aware that they are wrong. Theyimpose their views on otherswhich
is likely to result in hurting the and feelings of others. This ultimately leads to lot of stress for both the parties
and deterioration of relationship.

3. Assertive Communication Style: This style is the balancing position between the above two styles- it is
an empathetic way of communicating with people. People adopting assertive communication style stand up for
their rights without violating the rights of other people. In this style person expresses viewpoint openly,honestly
and politely but firmly. People with self confidence, high self esteem and knowledge about the situation or
subject they are talking about adopt this style of communication. Assertive communication style results in
creating win-win situations, improved decision making, earning respect from others and developing long term
fruitful relationship with people.

Channels/Medium of Oral Communication

A. Face to face communication

 Refers to the process of exchanging information when both the receiver and sender are in a
physically close to each other

 Appears identical with oral communication. However it is possible to identify

situations in which the two may be distinguished.
 Telephonic conversation is oral but cannot be called face-to-face communication. Face to
face communication brings the two parties together with facial expressions, shaking of
lands and other contract features prevail.
Merits of face to face communication
 facial expression and gestures facilitate better communication
 discussions results are best when oral discussion is used
 facilitates prompt feedback and action
 Provides the two parties a situation to adjust for better or clarify issues promptly.

Limitations of face to face communication

 Difficult to be practiced in large organizations especially where departmental
locations are at a distance.
 In effective when communicating parties have pre-formed attitudes.
 In effective where the listener is not attentive.
i. Telephone conversation – refers to use of telephone call to convey messages
ii. Radio broadcasts – the passing of information
iii. Interviews
iv. Group discussions
v. meetings
vi. Conferences
vii. Seminars

B. With the use of the devices

In this type, the communication is done through, but not limited to following devices –

Dictating machine Intercoms

Telephones and Cellular phones.

Computers using voice mail and video conferencing

Effective Questionng

Effective questioning is a cornerstone of exceptional customer service, enabling advisors to

uncover customer needs, resolve issues efficiently, and foster meaningful interactions.

By mastering questioning techniques, customer service professionals can enhance

communication, build rapport, and ensure customer satisfaction. Asking the right questions at the
right time helps customer service teams gather key information efficiently, ensuring they
understand needs, resolve issues quickly, and provide a smooth experience.

 Improve personal skills

  Deliver engaging presentations

 Improve critical thinking skills

 Clarify important conversation points

 Assess other people’s knowledge of different topics/ knowledge

 Coach and manage team players

 Encourage others to reflect on key points

 Diffuse tense situations

 Persuade other people to agree with you.

 Develop productive solutions, and learn new things.

Questioning Techniques

Open questions-This is the most common type of questioning technique, the aim of an open
question is information gathering and problem solving. Asking an open question gives the
other person a chance to offer a more detailed explanation of the topic in question, Its Helpful
when you need to understand why something has happened and the circumstances around it, as
well as when you want to get on board with a colleague's point of view.

Open questions start with one of the “Five W's” – Who, What, When, Where, and Why . You
can also add How and Which to this list. They're questions that can't be answered with a simple
“yes” or “no.”Examples
 “What are some of the ways in which we could move this project forward?”
 “Where do you see our sales figures going this year?”

2. Closed questions are the opposite of open questions, designed to be answered by a nod or
a shake of the head. They prove useful when all you require is a simple, quick response
and are great if you want to assess whether a co-worker agrees with you or not. This
questioning technique saves time and provides direct feedback.

Examples
 “Do you fully understand the new company procedures?”
 “Have sales increased this quarter?”
 “Can you take part in tomorrow's meeting?”
 3. Funnel questions begin with broad questions that become more and more specific the
deeper you go into the conversation. By starting a dialogue with general questions, you can put
the other person at ease, encouraging them to open up more as the conversation progresses.

This type of questioning technique is perfect when defusing a tense situation, as you can
calm down an irate customer or colleague by getting them to go into more detail about
their complaint. Not only will this distract them from emotions, it often means you can find a
way of offering something practical to help the matter.

Examples
 “Have you taken advantage of using the IT helpdesk to solve your problem?”
 “What did they do to resolve the issue?”

4. Probing questions do exactly as it says on the tin – dig that little bit deeper to get all the
critical/important details. It could be as easy as asking the person for an example, so you can
further grasp a statement they've made. Additionally, you might need clarification on
something or want to investigate if there's proof of what's been said before. Probing questions
can help to gather information from those who don't seem to be that willing to share what they
already know.

Examples
 “When do you want this report, and are you keen to see a draft before I hand over the final
version?"
 “How do you know that the new database can't be used by the marketing department?"

5. Leading questions steer the recipient down the path that the person posing the question
wants them to go down. Powerful for business leaders and sales personnel, this questioning
technique is often applied in negotiations to influence the decisions of others by starting with a
claim and ending with asking if the other person agrees.

Examples
 “If we decrease spending on events, we could steer more of the budget towards social media,
which has a better return on investment, don't you agree?”
 “Shall we all vote for option one?”

6. Questions to clarify-To clarify is to check if you've got the right information and have
understood correctly. Clarification questions often come at the end of a meeting, discussion, or
presentation. It's one of those great types of questioning techniques that can be used to verify
deadlines, task accountabilities, or the team's overall next steps. It's also useful for recapping
key points, making everyone aware of what the conversation was all about.
 Examples
 “Am I correct in saying that the final project is due a week on Monday?”
 “Before wrapping up, let's confirm everything. Office furniture is being moved out on
Thursday, Hunter is on target to book the Facilities Manager for the relocation, and staff are
going to be informed by HR tomorrow. Is that all correct?”

7. Rhetorical questions don't require an answer, and are often used to engage with the
audience while ensuring they're still listening. They move listeners to really think about what's
being said, and then come to their own conclusions. They're basically phrases wrapped up in
question form.

Examples
 “How many times do I have to tell you?”
 “What could be better?”

8. Questions for recall/recall Questions are brilliant for ensuring the recipient has
remembered something important.for example when teaching a new colleague how to use the a
machine, you could ask them a recall question about how a particular aspect works so that you
know they understand the process.

Examples
 “Do you remember how to access the channel sales documents?”
 “Where did you put the files for the presentation on Tuesday?”

9. Divergent questions-If you want the recipient to think critically, try asking them some
divergent questions. Also known as process questions, these are often tricky to answer. Rather
than giving you a one-word (or even one-sentence) explanation, the person will need to
consider different angles. Often enough, this questioning technique will require a person to
give their opinion alongside the facts.

While many different professionals use divergent questions, there are some careers where they
are most common. For example, journalists often ask this type of question to get a fuller
answer from interviewees. To better understand what we mean, take a look at some examples
below.Examples
 “Based on what you know about this company, do you think it will need to adapt in the coming
quarter to survive?”
 “What are the positives and negatives of your role?”

Active Listening

Active listening is a communication skill that involves going beyond simply hearing the words
that another person speaks. It's about actively processing and seeking to understand the meaning
and intent behind them. It requires being a mindful and focused participant in the communication
process.

Active listening techniques include:

 Being fully present in the conversation

 Showing interest by practicing good eye contact
 Noticing (and using) non-verbal cues
 Asking open-ended questions to encourage further responses
 Paraphrasing and reflecting back what has been said
 Listening to understand rather than to respond
 Withholding judgment and advice

1. Be Fully Present

Active listening requires being fully present in the conversation. This enables you to concentrate
on what is being said. Being present involves listening with all your senses (sight, sound, etc.)
and giving your full attention to the speaker. Being fully present involves the skill of tuning into
the other person’s inner world while stepping away from your own. This is a power skill in
deeply connecting and sitting with another’s emotions.

To use this active listening technique effectively, put away your cell phone, ignore distractions,
avoid daydreaming, and shut down your internal dialogue. Place your focus on your conversation
partner and let everything else slip away.

2. Pay Attention to Non-Verbal Cues

As much as 65% of a person's communication is unspoken. Paying attention to these nonverbal

cues can tell you a lot about the person and what they are trying to say. During active listening,
your non-verbal behaviors are just as important. To show the person you're truly tuned in, use
open, non-threatening body language. This involves not folding your arms, smiling while
listening, leaning in, and nodding at key junctures.

It can also be helpful to pay attention to your facial expressions when active listening so that you
don't convey any type of negative response.

3. Keep Good Eye Contact

When engaged in active listening, making eye contact is especially important. This tells the other
person that you are present and listening to what they say. It also shows that you aren't distracted
by anything else around you.

At the same time, you don't want to use so much eye contact that the conversation feels weird.
To keep this from happening, follow the 50/70 rule. This involves maintaining eye contact for
50% to 70% of the time spent listening, holding the contact for four to five seconds before
briefly looking away.3
4. Ask Open-Ended Questions

Asking "yes or no" questions often produce dead-end answers. This isn't helpful during active
listening as it keeps the conversation from flowing. It also makes it difficult to truly listen to the
other person because there isn't much you can gain from a short, non-descriptive response.

Instead, ask open-ended questions to show that you are interested in the conversation and the
other person. Examples of open-ended questions you may use when active listening include:

 Can you tell me a bit more about that?

 What did you think about that?
 What do you think is the best path moving forward?
 How do you think you could have responded differently?

Open-ended questions encourage thoughtful, expansive responses, which is why they are often
used by mental health therapists.

5. Reflect What You Hear

After the person has spoken, tell them what you heard. This active listening technique ensures
that you've captured their thoughts, ideas, and/or emotions accurately. It also helps the other
person feel validated and understood while keeping any potential miscommunications to a
minimum.

One way to reflect what you've heard is to paraphrase. For example, you might say, "In other
words, what you are saying is that you're frustrated" or "I'm hearing that you're frustrated about
this situation." Summarize what you've heard and give the person the opportunity to say whether
you've captured their meaning or intent.

If you'd like to better understand something the person has said, ask for clarification. But don't
focus so much on insignificant details that you miss the big picture.

6, Be Patient

Patience is an important active listening technique because it allows the other person to speak
without interruption. It also gives them the time to say what they are thinking without having to
try to finish their sentences for them.

Being patient involves not trying to fill periods of silence with your own thoughts or stories. It
also requires listening to understand, not to respond. That is, don't prepare a reply while the other
person is still speaking. Also, don't change the subject too abruptly as this conveys boredom and
impatience.

During active listening, you are there to act as a sounding board rather than to jump in with your
own ideas and opinions about what is being said.
7, Withhold Judgment-Remaining neutral and non-judgmental in your responses enables the
other person to feel comfortable with sharing their thoughts. It makes the conversation to a safe
zone where they can trust that they won't be shamed, criticized, blamed, or otherwise negatively
received.