BUSINESS/ ORGANISATION

COMMUNICATION
Speaking

Contents
Oral communication
Non-verbal communication
Telephone

Contents (contd)
The telephone
Before, during and after the call
Taking messages
Recording messages

Presentations
How to prepare a simple oral presentation
Structure of a presentation

Listening
Are you a good listener ???
Very few of us are!
What we call listening is usually to wait for our
turn to take over .

Listening
Characteristics of bad listener ???

Listening
Characteristics of bad listener ???
Easily distracted
Fakes attention
Daydreams
Tends to argue
Reacts to emotions

Guidelines For Active Listening

Avoid prejudgement, being selfish and
selective listening.
Establish eye contact
Give feedback

Do You Know - How people

judge you?

7%

38
%

10-8

Non-Verbal
Communication
Posture stand, sit, hands, fingers and feet.
Facial expressions raised eyebrow, frowns.
Gestures shaking a fist, sweeping arms,
nodding, putting hand to chin, folding arms.
Eye contact direct or look away.
Touching
o conveys warmth, reassurance, support,
encouragement and comfort.

10-9

Guidelines For to improve non-verbal;

Be honest
Use a firm handshake
Maintain eye contact
Show respect for speakers
Be aware of your posture
Use appropriate gestures to support your
points.
10

Presentation Preparation
Planning
o Get to know your audience , demographics
o Analyse circumstances around your talk
occasion
o Location and size of audience
o Write draft and read aloud Intro, discuss,
conclude
o Use visual aids flip charts, videos, etc.
o Beyond rough draft key points and
prompting notes/cue
10-11

Presentation Preparation
o Practice, practice, practice
o Its natural to feel nervous take deep
breaths

10-12

Presentations
STRUCTURE OF A PRESENTATION
Introduction
Content
Conclusion

13

Presentations
TIPS FOR AN EFFECTIVE PRESENTATION

Use visual aids

Keep the language simple

Speak slowly and clearly

Remember to use non-verbal communication

14

The Telephone
Companies which depend so much on telephone
have employees with bad telephone manners
working for them.

15

Telephone Skills
Steps to making effective telephone
calls:
1. Before calling
Choose right time
Check number
Plan your call
Be prepared
Avoid interruptions

10-16

Telephone Skills
Steps to making effective telephone
calls:
2. During the call
Be courteous and establish rapport
Put a smile in your voice
Check and make your notes
Obtain feedback
Close in positive, courteous manner

3. After the call

Take action
10-17