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OverviewWhy are communication skills important?Oral communication in the workplaceSpeaking skillsListening skillsNon- verbal communicationHow to improve your non-verbal communication
skillsThe telephoneVoice processing
Oral communication in the workplacePrivate discussionConversation over lunchGossip in the liftTelephone conversationChance meeting in the corridorInformal gathering of staffInstructing subordinatesDealing with clientsFormal meetingsInterviewsTraining sessionsGiving a presentationConferences/seminars
Speaking skillsMost 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
Listening skillsListening is half of oral communicationAll effective leaders and managers realise the
importance of acquiring good listening skillsConsequences of not listening carefully could
be disastrous.
How to improve your non-verbal communication skills1. Be honest, especially when communicating
emotions2. Use a firm, friendly handshake3. Maintain eye contact4. Reinforce your words with tones and gestures5. Be aware of your posture6. Use appropriate gestures to support your points7. Imitate the posture and appearance of people you
want to impress8. Show respect for speakers and listeners9. Touch people only when appropriate and
acceptable10. Smile genuinely, as a fake one will be obvious
The telephoneMost 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
Making effective telephone callsBefore callingChoose the right time to callCheck the numberPlan your callBe preparedAvoid interruptions
Making effective telephone callsDuring the callBe courteous and establish a rapportPut a smile in your voiceCheck your notesObtain feedbackClose in a positive, courteous manner
Taking messagesRequires both oral and written communication
skillsA pencil and telephone message pad should always
be kept by the telephoneWhen 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
Voice processingVoice mail
Allows one to send, store and retrieve verbal messages. Often used in business to replace brief inter-office notes or emails and messages that need no response
Recording your voice mail greetingKeep it brief – no longer than 20-30 secondsState action clearly Be professional – businesslike voice
Leaving a voice mail messageEffective voice mail message: keep it brief, speak
precisely and clearly