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The lecture includes: Oral communication Nonverbal communication Adapting your communication style Informing Different ‘styles’ of communication used for different purposes: • • Information needs and priorities what do they need and want to know •• How much others know already? •• How much others know already?
Lecture Interpersonal and Transferable Skills Part C Oral Communication Oral communication is communication ‘by speech’ It is sometimes also called ‘verbal verbal communication’ : communication communication in spoken words Oral Communication – Cont’d… Oral Communication Oral communication is: • More immediate interaction You switch between ‘sending’ (speaking) and ‘receiving’ (listening) very quickly as you ask and answer questions and exchange information • More going on There is additional non-verbal element to the communication process You will be sending and receiving messages through tone of voice and (if you are communicating face-to-face) through facial expressions, gesture and appearance These ‘signals’ are collectively known as ‘body language’ Oral Communication – Cont’d… Oral communication can be: • Face-to-face As in a discussion, interview or presentation • Remote Audible only: as by telephone Oral Communication – Speaking Skills The following are key skills in effective spoken communication – whether face-to-face or on the phone • Clear articulation To be understood immediately and unambiguously by any other person, in order to get a response • Projection of voice Should be more audible Speaking softly or even at a normal volume will be ineffective in a large room with a high ceiling and heavy curtains Oral Communication – Cont’d… Speaking Skills – Cont’d… • Intonation affects how message reaches its recipient, as much as volume How does your voice sound? Cheery? Gloomy? Disapproving? Encouraging? Affectionate? Enthusiastic? Indifferent? Hostile? • Pace and Pauses don’t garble your words or string together long breathless sentences Avoid excessive use of ‘um’ or ‘er’ and phrases like ‘sort of’ and ‘I mean’ Oral Communication – Assertiveness Assertive (self-confident / self-assured) behavior is a considered response to frustration, conflict or threat which seeks to satisfy the needs and wants of all parties involved in the situation According to Back and back, such behavior involves: • Standing up for your own rights In such a way that you not violate (infringe / go against) another person’s rights • Expressing your needs, wants, opinions, feelings and beliefs in direct, honest and appropriate ways Oral Communication – Aggressive Aggressive is a ‘fight’ reaction to frustration, conflict or threat It usually takes the form of a verbal or physical attack on another person or object According to Back and Back, aggression implies: • Standing up for your own rights In such a way that you violate (infringe / go against) the rights of others • Ignoring or dismissing the needs, wants and opinions in inappropriate ways Oral Communication – Passive (or non-assertive) Passive behavior is a ‘fight’ reaction to frustration, conflict or threat It usually takes the form of giving in to others demands According to Back and Back, non-assertion implies: • Failing to stand up for your rights Or doing so in such a way that others can easily disregard them • Expressing your needs, wants, opinions, feelings and beliefs in apologetic, diffident (Shy) or self-effacing (modest) ways • Failing to express honestly your needs, wants opinions, feelings and beliefs Oral Communication – Techniques of assertion Asking for what you want: • Decide what it is you want or feel, and express it directly and specifically • Stick to your statement • Deflect (keep away/ repel) responses from the other person Show that you have heard and understood the other person’s response, but are not going to be sidetracked Oral Communication – Attentive listening • Be ready • Be interested • Be patient • Keep your mind open • Keep your mind going • Keep your mind on the job • Give feedback • Use non-verbal cues (factual expression, tone of voice, etc) • Avoid interruptions (boredom, failure to understand and a burning desire to state your own case and not hearing out can all cause communication to break down completely) • Allow silence (participants must have time to formulate their thoughts, mentally come to a conclusions and prepare what they are going to say) Oral Communication – The Telephone Prepare before you make a call: • Know what result you are aiming at • Know to whom you should be talking • Know what you want to say Oral Communication – Receiving calls • Give a courteous greeting and identify yourself (name, departments, organization) • Identify and note the caller’s name and organization as soon as possible • Listen carefully to the message • Check your understand (ask for a repetition or spelling if you not understand) • Never leave callers hanging • Speak clearly and with a certain formality and keep your tone appropriately helpful • Take concise notes (of any details you may require to follow up) • Co-operate with the caller (e.g providing information) Oral Communication – Face-To-Face Communication You may communicate face-to-face with people in: • Informal discussions • Interviews • Meetings or • Presentations Non Verbal Communication Non Non-verbal communication is communication without words, or other than by words We can control and use non-verbal behavior: • Instead of words storming out of a room or pointing something out • To confirm or add to the meaning of our words nodding and saying ‘yes’ or pointing something out and saying ‘look’) Non Verbal Communication – Cont’d… Non We can control and use non-verbal behavior: - Cont’d… • To give appropriate feedback to another communicator e.g yawning, fidgeting (restless / nervous) or applause • To create a desired impression e.g smart dress, firm handshake Non Verbal Communication – Cont’d… Non Studies show that people believe the body language more than the words For example wearing a grim expression while saying ‘Everything’s fine’) If you can be aware of other people’s body language, and interpret its meaning, you can: • Receive feedback from listeners and modify your message accordingly • Recognize people’s real feelings when their words are constrained by politeness or dishonesty • Recognize interpersonal problems e.g an angry silence, refusal to look someone in the eye • Modify your communication/response strategy is a colleague on the point of tears? Support and soothe (calm) Non Verbal Communication – Cont’d… Non Body Language ‘Cues’ (anything said or done) • What is it that we see and interpret when we say ‘He looked upset’ ‘I could tell he was nervous’, or ‘ She didn’t say anything, but I could tell she was pleased’? Non Verbal Communication – Cont’d… Non Body Language ‘Cues’ (anything said or done) Adapting Your Communication Style Informing Different ‘styles’ of communication used for different purposes: • Information needs and priorities what they need and want to know • How much others know already? some people will familiar with your subject manner, and some will not • Avoid jargon technical terminology may not mean anything to others • Communicate clearly, simply and directly as possible even if the topic is complex Adapting Your Communication Style – Cont’d… Informing – Cont’d… • Use visual aids if this will help to make points more appealing, accessible or understandable • Provide an appropriate volume of information not overloading people with information not giving people more information than is relevant to them not giving people less information than they need, or you want them to have Consider the degree of accuracy required Adapting Your Communication Style – Cont’d… Influencing Adapting Your Communication Style – Cont’d… Being Assertive Assertive communication involves: • Standing up for your own rights – but in such a way that you not violate another person’s rights • Expressing your needs, wants, opinions, feelings and beliefs in direct and honest – but appropriate ways Adapting Your Communication Style – Cont’d… Negotiating Negotiating is a process of: • Purposeful persuasion each party attempts to persuade the other to accept its case, by marshalling persuasive arguments • Constructive compromise Each party accepts the need to move closer towards each other’s position and compromises can be made while still meeting the key needs of both parties Adapting Your Communication Style – Cont’d… Negotiating – Cont’d… A basic ‘win-win’ approach to negotiating (using a purchasing negotiation, for relative simplicity) is as follows: • Read course book page 656 for the 10 steps approach to negotiating ...Oral Communication Oral communication is communication ‘by speech’ It is sometimes also called ‘verbal verbal communication’ : communication communication in spoken words Oral Communication – Cont’d…... etc Oral Communication – Receiving criticism and feedback Distinguish between valid criticism (legitimate), invalid criticism (untrue) and a put down (hurtful or humiliating) • Invalid criticism... prompt specific criticism, in order to use the information if it is constructive or expose an attempt to put you down or be negative Oral Communication – Giving criticism Effective communication