Business communication - Day 3
1. AGENDA What is Verbal Communication Importance of Verbal Communication Questioning Skills Assertiveness Public Speaking 3 Day Nonverbal Communication 2. What is Verbal Communication When message or information is exchanged or communicated through words is called verbal communication. Types of Verbal Communication Importance of Verbal Communication Oral Communication Written Communication Corrects Informs Clarifies Feedback Power of influence 3. Effective Oral Communication Appropriate language Clear voice Audible volume Courteous tone Active listening Asking questions or rephrasing Paraphrasing 4. Tips to Improve Oral Communication Record when you speak or read aloud and listen it again Take help from GoogleTranslator Look out for Online Dictionary Engaging in debates and discussions Practice reading aloud, preferably in front of a mirror. Listen to English news or talk shows or interviews. Speak to your friends and colleagues only in English. Try and talk slow, loud and clear. 5. Questioning Skills Importance of asking questions To Obtain Information To help maintain control of a conversation To clarify a point Express an interest in the other person To explore the personality and or difficulties the other person may have To test knowledge To encourage further thought In group situations 6. Types of Questions Probing Questions Open Questions Closed Questions Leading Questions Hypothetical Questions 7. Importance of Asking Questions Effective questions help you Better and more fully understand your client's problem Work with your staff more effectively Plant your own ideas Gather better information Do more solution oriented problem solving Improve your negotiating skills Persuade people 8. Assertiveness Assertiveness means standing up for your personal rights - expressing thoughts, feelings and beliefs in direct, honest and appropriate ways. By being assertive we should always respect the thoughts, feelings and beliefs of other people. 9. Developing Your Assertiveness Value yourself and your rights Identify your needs and wants, and ask for them to be satisfied Acknowledge that people are responsible for their own behavior Express negative thoughts and feelings in a healthy and positive manner Receive criticism and compliments positively Learn to say "No" when you need to 10. Public Speaking Reasons for nervousness How to control nervousness while speaking Fear of being stared at Fear of failure Fear of rejection Fear of unknown Choose a topic you like Be well prepared Dont call attention to nervousness Never be afraid to commit mistakes Imagine yourself speaking well 11. Tips to Improve Public Speaking Be well prepared Rehearse in front of mirror or in front of friends. Maintain eye contact with audience Avoid using fillers like hmm, like etc. Organize your thoughts, and draw a mental picture of what comes after what. Practice Use notes sparingly 12. Nonverbal Communication When messages or information is exchanged or communicated without using any spoken or written word is known as nonverbal communication. Characteristics No use of words Shows feelings and attitudes Culturally determined Vague and imprecise Largely unconscious Informality 13. Nonverbal Communication includes Touching - Haptics Working Greeting Establishing Friendship Guiding Managing Interactions Body Movements - Kinesis Facial expressions Eye movements Gestures Head movements Posture Physical appearance 14. Nonverbal Communication includes Personal space & Distance - Proxemics Para-language -Vocalics Tone and pitch of the voice Pauses and hesitations between words Rate of speed and volume at which a message is delivered Use of Time - Chronemics Punctuality Willingness to wait 15. The END !!