 COMMUNICATION SKILLS

 LISTENING SKILLS
 SPEAKING SKILLS
 TELEPHONE ETIQUETTE
 ELOCUTION
 INDIVIDUAL PRESENTATION
 GROUP DISCUSSION
 JAM SESSION
 ORATOR
 SELF INTRODUCTION
 I’m Sai Krishna Kamutam.
 I’m from Mahabubabad.
 I am Pursuing BBA from Sun International Institute of Tourism and Management in
Hyderabad at Ramnagar.
 Done My Intermediate from sri vikas junior college Hanamakonda,Warangal.
 Completed SSC from Sri Vivekavardhini High School Kesamudram,Mahabubabad.

 My Father’s name is Surender.

 My Mother’s name is Srilatha.
 My hobbies are:

 Listening Music
 Travelling
 Playing chess

 My strength is my self-confidence, Hard-working till I reach my goal.

 My short term goal to complete graduation and get a good job in a decient company.

 My long term goal is to be a HR manager in well reputed company.

 2-COMMUNICATION SKILLS

Definition

Communication is the process by which information is exchanged between individuals. It

requires a shared understanding of symbol systems, such as language and mathematics.
Communication is the act of conveying meanings from one entity or group to another through
the use of mutually understood signs and semiotic rules. The ability to convey or share ideas and
feelings effectively.

Meaning
Communication is much more than words going from one person's mouth to another's ear. In
addition to the words, messages are transferred by the tone and quality of voice, eye contact,
physical closeness, visual cues, and overall body language.

Experts in child development agree that all babies develop skills for spoken and written language
according to a specific developmental schedule, regardless of which language the child is
exposed to. Although the milestones follow one another in roughly the same sequence, there is
significant variability from child to child on when the first word is spoken and the first sentence
is composed.

Language employs symbols—words, gestures, or spoken sounds—to represent objects and ideas.
Communication of language begins with spoken sounds combined with gestures, relying on two
different types of skills. Children first learn to receive communications by listening to and
understanding what they hear (supported by accompanying gestures); next, they experiment with
expressing themselves through speaking and gesturing. Speech begins as repetitive syllables,
followed by words, phrases, and sentences. Later, children learn to read and write. Many
children begin speaking significantly earlier or later than the milestone dates. Parents should
avoid attaching too much significance to deviations from the average. When a child's deviation
from the average milestones of development causes the parents concern, a pediatrician or other
professional may be contacted for advice.

1. To be understood
The main aim of communicating is to pass information so that other people may know about
what you are talking off .This can be through facts or even feelings.

2. To be accepted
It means to accept the message fully .This may be through listening to somebody seriously. Thus
the message being conveyed is received and understood.

3. To get something done

This can be done through explaining, convincing and following up the message being conveyed.
This may be through asking questions or by talking.

4. To understand others
You can understand others by knowing the attitude of the person who is receiving the message.
Establishing the ideas they have in mind and knowing the best way of approaching them.

Communication is the exchange of information and ideas, whether written or verbal. Effective
communication skills are about conveying your message to others clearly. Communication is an
important skill for successful businesses and for building relationships by influencing
interactions either positively or negatively. Effective communication engages the choice and use
of an effective communication channel and presentation of information to the target audience
COMMUNICATION PROCESS

1. Sender: The sender or the communicator is the person who initiates the conversation and
has conceptualized the idea that he intends to convey it to others.

2. Encoding: The sender begins with the encoding process wherein he uses certain words or
non-verbal methods such as symbols, signs, body gestures, etc. to translate the
information into a message. The sender’s knowledge, skills, perception, background,
competencies, etc. has a great impact on the success of the message.

3. Message: Once the encoding is finished, the sender gets the message that he intends to
convey. The message can be written, oral, symbolic or non-verbal such as body gestures,
silence, sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to
convey his message to the recipient. It must be selected carefully in order to make the
message effective and correctly interpreted by the recipient. The choice of medium
depends on the interpersonal relationships between the sender and the receiver and also
on the urgency of the message being sent. Oral, virtual, written, sound, gesture, etc. are
some of the commonly used communication mediums.

5. Receiver: The receiver is the person for whom the message is intended or targeted. He
tries to comprehend it in the best possible manner such that the communication objective
is attained. The degree to which the receiver decodes the message depends on his
knowledge of the subject matter, experience, trust and relationship with the sender.

6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in
the best possible manner. An effective communication occurs only if the receiver
understands the message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has
received the message and interpreted it correctly as it was intended by the sender. It
increases the effectiveness of the communication as it permits the sender to know the
efficacy of his message. The response of the receiver can be verbal or non-verbal.
TYPES OF COMMUNICATION BARRIERS

1. Organizational Barriers

The barriers that generate from within the organization are known as organizational barriers may
be of the following types:

 Negative organizational climate: The main aspect of organizational climate that acts as
communication barrier is the negative attitude of top management. Negative attitude of
top management discourages communication initiative of the employees.

 Absence of communication policy: Well-designed communication policy encourages

communication in the organization. In the absence of such policies, employees fail
hesitate to communicate.
  Excessive authority layers: Excessive authority layers acts as a severe impediment to
successful communication. In the case of excessive authority impediment to successful
communication. In the case of excessive authority layers, information reaches to its final
destination passing through several hierarchical levels. As a result, information may be
distorted or lost. Excessive authority layers also cause a delay in communication.
 Filtering: Filtering implies a willful distortion of information. This problem usually arise
in upward communication. In upward communication, employees tend to pass only those
messages that create a positive impression about them.

2. Individual Barriers

Barriers created by the sender and receiver are known as individual barriers. Such barriers
include the following:

 Differences in personality: Personality is the set of attributes that define a person. Every
person holds a distinct personality. This individual nature of personality acts as a barrier
to communication.
  Perceptual differences: Perception is the unique way in which people respond or
interpret an object. The difference in perception is a very common problem in effective
communication. It for example, a subscriber of BTTB’s land phone in Bangladesh may
positively react to the government’s move to privatize BTTB expecting a better service.
But an employee of BTTB might view this as step to cut jobs and retrench existing
employees.

 Fear: Fear of reprisal or attack, fear of criticism for knowing very little etc. may create a
problem in communication.

 Stereotyping: Stereotyping is generalizing about a class of people or events that is

widely held by a given culture. In case of stereotyping, people develop communication
statements and mindsets about others. This orientation exposes itself in such statements
and mindsets. For example, “All used car salesmen are dishonest,” or “All foreign
recruiting agents are liars.” Such all inclusive perceptions not only are seldom correct but
they also block mental activity that is necessary for successful communication.

 Halo Effect: The halo effect is the tendency to use a general impression based on one or
a few characteristics to judge other characteristics of that same individual. For example, a
manger might identify one trait of an employee, such as an excellent attendance record,
and perceive that the employee’s productivity and quality of work must also be
outstanding.

 Inattention: Sometimes communication does not reach due to the inattention of the
receiver. Such inattention may result from busyness, lack of interest about subject,
suffering from disease or family problem etc.

3. Language or Semantic Barrier

A common barrier to effective communication is semantic distortion, which can be deliberate or
accidental. A semantic problem arises when words and symbols have different meanings for
different people that lead to a misunderstanding. For examples, an advertisement states, “we sell
for less.” It is ambiguous and raises the question: less than what? In another case, during a
meeting, a male colleague said to one of his female colleagues, “Why don’t you dye it?”
meaning her hair. The female colleague thought he said, “Why don’t you diet?” she did not
speak to him for a month. Semantic barrier presents a difficult challenge when people from
different cultures communicate with each other.

Other Barriers

The following factors also act as the barrier to effective communication:

 Information Overload: Information overload may also be a problem of effective

communication. Information overload is the situation when a person is given too much
information at a time.

 Faulty expression: Faulty expression of message fails to convey exact meaning to the
receiver. It happens due to lack of clarity, use of vague terms, badly expressed
information, an improper organization of ideas etc.

 Status or power difference: Communication problem may arise when people of

different power or status try to communicate with each other. For example, the manger of
a company may neglect suggestion from his subordinates simply because of difference in
their status. This under treatment of people makes the communication ineffective.

 Negative attitudes to change: Some people always resist any kind of change in the
organization. They think that ‘old is good, and are fearful about the changes. Therefore,
they create problems in communication through inattention, false interpretation, rumor,
resistance and non-cooperation.

 Noise: Environment factors may also disrupt effective communication. One such factor is
noise. For example, in oral communication, noise hiders smooth flow of information or
message. In factories, loud noise of machines makes oral communication very difficult.
OVERCOME BARRIERS

To overcome language barriers in the workplace, here are a few things you can do:

1. Use plain language. Whether you’re working with someone who knows your primary
language as a secondary, or you’re trying to communicate a deeply technical problem to your
non-technical coworkers, everyone should get in the habit of using plain language whenever
possible. While many people try to use large words to make themselves sound intelligent or good
at their jobs, they’re not doing anyone any favors. Using jargon or esoteric vocabulary only
creates the opportunity for miscommunication and makes people feel bad that they can’t
understand what you’re saying. Creating a culture in your workplace of speaking simply and
explaining all issues as straightforwardly as possible is key.

2. Find a reliable translation service. If you’re working across international offices, enlist the
help of a qualified translator or find a translation service that meets your needs. Every document
deemed important to the entire company should be translated into the primary language of your
other offices. Be careful when finding a service, and be sure to vet their qualifications. You’ll see

several free websites that claim to translate text from one language to another, but they may not
account for different dialects. And sometimes, words have different usages in different cultures.

3. Enlist interpreters. Whether you have existing bilingual employees or hire one, trusted
interpreters should be used to ensure that there isn’t any information or instruction missed due to
a language barrier.

4. Provide classes for your employees. If you’re working in a highly technical environment,
like a SaaS company, include a crash course to your jargon during initial job training, and
consider ongoing learning classes later on. Sales need to understand the ins and outs of any
product they’re selling; marketing needs to understand why their products are important; and
everyone needs to be able to speak a common language to plan for the future of the company.

If you’re an international company, offer free classes for learning the language of another office.
Here at Nulab, our Japan office takes weekly English classes. Many of our staff have become
conversational or even fluent because of these classes. This has opened up a world of opportunity
for our English speaking teams to communicate better with our Japanese offices.

5. Use visual methods of communication. Words often fail us, and when they do, showing can
be a lot more effective than telling. Use pictures or diagrams to explain complicated concepts.
Visual queues are invaluable for getting everyone on the same page, not to mention, thinking
more creatively about new solutions.

6. Use repetition. Language barrier or not, people often need to hear something more than once
to understand and remember it. Don’t expect anyone to remember something you said once. If
it’s important, make it a regular part of your communication.

7. Be respectful. Language barriers, like all barriers to communication, can be frustrating. They
require patience, understanding, and conscientiousness. Ensure that when you or your team are
struggling to communicate that you never raise your voice or over-enunciate. Talk slower instead
of louder, clearly instead of forcefully. And remember, when someone is working through a
language hurdle, it has nothing to do with their actual intelligence or ability to grasp the concept
behind what you’re trying to say. Continue to speak proper English as you search for common
ground, so they can learn how to understand correctly, too.
There are 7 C’s of effective communication which are applicable to both written as well as oral
communication. These are as follows:

1. Completeness - The communication must be complete. It should convey all facts

required by the audience. The sender of the message must take into consideration the
receiver’s mind set and convey the message accordingly. A complete communication has
following features:
 Complete communication develops and enhances reputation of an organization.
 Moreover, they are cost saving as no crucial information is missing and no
additional cost is incurred in conveying extra message if the communication is
complete.
 A complete communication always gives additional information wherever
required. It leaves no questions in the mind of receiver.
 Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial
information.
 It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e, communicating what you want to

convey in least possible words without forgoing the other C’s of communication.
 Conciseness is a necessity for effective communication. Concise communication has
following features:
 It is both time-saving as well as cost-saving.
 It underlines and highlights the main message as it avoids using excessive and
needless words.
 Concise communication provides short and essential message in limited words to
the audience.
 Concise message is more appealing and comprehensible to the audience.
 Concise message is non-repetitive in nature.

3. Consideration - Consideration implies “stepping into the shoes of others”. Effective

communication must take the audience into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc. Make an attempt to envisage your audience,
their requirements, emotions as well as problems. Ensure that the self-respect of the
audience is maintained and their emotions are not at harm. Modify your words in
message to suit the audience’s needs while making your message complete. Features of
considerate communication are as follows:
 Emphasize on “you” approach.
 Empathize with the audience and exhibit interest in the audience. This will
stimulate a positive reaction from the audience.
 Show optimism towards your audience. Emphasize on “what is possible” rather
than “what is impossible”. Lay stress on positive words such as jovial, committed,
thanks, warm, healthy, help, etc.

4. Clarity - Clarity implies emphasizing on a specific message or goal at a time, rather than
trying to achieve too much at once. Clarity in communication has following features:
 It makes understanding easier.
 Complete clarity of thoughts and ideas enhances the meaning of message.
 Clear message makes use of exact, appropriate and concrete words.

5. Concreteness - Concrete communication implies being particular and clear rather than
fuzzy and general. Concreteness strengthens the confidence. Concrete message has
following features:
 It is supported with specific facts and figures.
 It makes use of words that are clear and that build the reputation.
 Concrete messages are not misinterpreted.

6. Courtesy - Courtesy in message implies the message should show the sender’s
expression as well as should respect the receiver. The sender of the message should be
sincerely polite, judicious, reflective and enthusiastic. Courteous message has following
features:
 Courtesy implies taking into consideration both viewpoints as well as feelings of
the receiver of the message.
 Courteous message is positive and focused at the audience.
 It makes use of terms showing respect for the receiver of message.
  It is not at all biased.

7. Correctness - Correctness in communication implies that there are no grammatical errors

in communication. Correct communication has following features:
 The message is exact, correct and well-timed.
 If the communication is correct, it boosts up the confidence level.
 Correct message has greater impact on the audience/readers.
 It checks for the precision and accurateness of facts and figures used in the
message.
 It makes use of appropriate and correct language in the messages.

3-LISTENING SKILLS
Definition

Listening is the ability to accurately receive and interpret messages in the communication
process.

Listening is key to all effective communication. Without the ability to listen effectively,
messages are easily misunderstood. As a result, communication breaks down and the sender of
the message can easily become frustrated or irritated.

Meaning

Listening is giving one's attention to sound, for example speech, music or natural sounds.
Listening involves complex affective, cognitive, and behavioral processes. Effective processes
include the motivation to attend to others; cognitive processes include attending to,
understanding, receiving, and interpreting content and relational messages; and behavioral
processes include responding with verbal and nonverbal feedback.
Listening is the ability to comprehend verbally communicated information and providing
appropriate feedback. It can be described also as the ability to pay attention to sound.
Though it seems a simple natural activity, it is a skill that has not been mastered by many.
Everyone, except deaf people, hears but it is listening that makes the difference. Hearing is the
effect of vibrations in the eardrums caused by sound waves, but listening goes beyond this
process.

Objectives
 To learn
 To increase one’s understanding
 To advise or counsel
 To relieve one’s boredom

Difference g And Hearing

 Hearing is simply the act of perceiving sound by the ear. If you are not hearing-impaired,
hearing simply happens.
 Listening, however, is something you consciously choose to do. Listening requires
concentration so that your brain processes meaning from words and sentences. Listening
leads to learning.

Basis for Hearing Listening

Comparison

Hearing refers to one's ability to Listening is something done consciously,

Meaning perceive sounds, by receiving that involve the analysis and understanding
vibrations through ears. of the sounds you hear.

What is it? An ability A skill

Nature Primary and continuous Secondary and temporary

Act Physiological Psychological
Interpretation of the message received by
Involves Receipt of message through ears.
ears.

Process Passive bodily process Active mental process

Occurs at Subconscious level Conscious level
Use of senses Only one More than one
 Basis for Hearing Listening
Comparison

We are neither aware nor we have

We listen to acquire knowledge and receive
Reason any control over the sounds we
information.
hear.

Concentration Not required Required

Listening Process

Hearing

Hearing is the first essential step in the listening process and relates to the sensory perception of
sound. The listener further processes the perceived sound. For learning to be effective, hearing
needs to be done with attention and concentration.

Filtering

The next step involves sensing and filtering of heard sounds. The heard message is categorized
as wanted or unwanted, useful or useless. The unwanted message is discarded. In this step, the
sense of judgement of the individual comes into play, that is, the filtering process is subjective
and a person chooses to retain what makes sense to him.

Comprehending

The next level of listening consists of comprehending or understanding. The listener understands
or interprets what the speaker has tried to convey. This activity can be described as absorbing,
grasping or assimilating. In order to grasp the meaning of the message, the listener uses his
knowledge, experience, perception and cognitive power. The verbal and auditory message is
coupled with non-verbal communication to understand it.

Remembering

Remembering relates to a process whereby the assimilated message is stored in memory to

facilitate future recall. Remembering assumes significance because many times messages
received are meant not for immediate consideration but for future use.
Responding

For listening to be complete, a response is important. Responding to a message may take place at
the end of the communication, immediately after or later. When it is stored for future use, the
response may take place later. However, if there is a need to seek clarification or to empathize
with the listener, it may take place earlier. Responding may also take the form of prodding or
prompting in order to show that the message is being received and comprehended.
Types of listening

Discriminative listening
Discriminative listening is the most basic type of listening, whereby the difference between
difference sounds is identified. If you cannot hear differences, then you cannot make sense of the
meaning that is expressed by such differences.

We learn to discriminate between sounds within our own language early, and later are unable to
discriminate between the phonemes of other languages. This is one reason why a person from
one country finds it difficult to speak another language perfectly, as they are unable distinguish
the subtle sounds that are required in that language.

Comprehension listening
The next step beyond discriminating between different sound and sights is to make sense of
them. To comprehend the meaning requires first having a lexicon of words at our fingertips and
also all rules of grammar and syntax by which we can understand what others are saying. The
same is true, of course, for the visual components of communication, and an understanding of
body language helps us understand what the other person is really meaning.

Critical listening

Critical listening is listening in order to evaluate and judge, forming opinion about what is being
said. Judgment includes assessing strengths and weaknesses, agreement and approval.

This form of listening requires significant real-time cognitive effort as the listener analyzes what
is being said, relating it to existing knowledge and rules, whilst simultaneously listening to the
ongoing words from the speaker.

Biased listening
Biased listening happens when the person hears only what they want to hear, typically
misinterpreting what the other person says based on the stereotypes and other biases that they
have. Such biased listening is often very evaluative in nature.

Evaluative listening

In evaluative listening, or critical listening, we make judgments about what the other person is
saying. We seek to assess the truth of what is being said. We also judge what they say against
our values, assessing them as good or bad, worthy or unworthy.

Evaluative listening is particularly pertinent when the other person is trying to persuade us,
perhaps to change our behavior and maybe even to change our beliefs. Within this, we also
discriminate between subtleties of language and comprehend the inner meaning of what is said.
Typically also we weigh up the pros and cons of an argument, determining whether it makes
sense logically as well as whether it is helpful to us.

Evaluative listening is also called critical, judgmental or interpretive listening.

Appreciative listening
In appreciative listening, we seek certain information which will appreciate, for example that
which helps meet our needs and goals. We use appreciative listening when we are listening to
good music, poetry or maybe even the stirring words of a great leader.

Sympathetic listening
In sympathetic listening we care about the other person and show this concern in the way we pay
close attention and express our sorrow for their ills and happiness at their joys.

Empathetic listening
When we listen empathetically, we go beyond sympathy to seek a truer understand how others
are feeling. This requires excellent discrimination and close attention to the nuances of emotional
signals. When we are being truly empathetic, we actually feel what they are feeling.

In order to get others to expose these deep parts of themselves to us, we also need to demonstrate
our empathy in our demeanor towards them, asking sensitively and in a way that encourages self-
disclosure.

Therapeutic listening
In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but
also to use this deep connection in order to help the speaker understand, change or develop in
some way.

This not only happens when you go to see a therapist but also in many social situations, where
friends and family seek to both diagnose problems from listening and also to help the speaker
cure themselves, perhaps by some cathartic process. This also happens in work situations, where
managers, HR people, trainers and coaches seek to help employees learn and develop.
The 5 Most Common Barriers to Effective Listening
1. You find yourself distracted by a variety of factors

At times, we are all guilty of paying more attention to our smartphone or email than the person
who is speaking to us, but technical devices are not the only distractions we face.

You might be caught up thinking about another matter, be distracted by something going on
behind them, struggling with a headache, or be ruminating about something they said ten minutes
ago – this will all impact your ability to listen.

2. Your regularly interrupt the other party

Nothing will make a speaker feel disrespected more than being constantly interrupted by their
listener.

While a conversation should be an equal ‘2 way street,’ it can be easy to accidentally monopolise
the conversation and interject your opinions.

3. You bring your emotions into the situation

We all experience times when another person’s viewpoints can get our hackles up. They can
cause us to feel angry, defensive or minimised. Once you start to feel attacked or called out (even
if this is not actually the case), you’re likely to shut down and stop listening to the other party.

4. You are trying to have a conversation in a noisy environment

While it is quite trendy to have meetings in coffee shops or in bustling co-working spaces, these
locations can be quite noisy!

Noise is an obvious distraction that can really make it difficult to properly hear the words that the
other person is saying, let alone actually absorb what they are trying to convey.

5. You find your mind wandering when listening to the other party

It's a few minutes to lunchtime and you’re flagging, struggling to pay attention. You’re actually
thinking about what sandwich to order.

When your mind wanders onto other subjects, you can end up ‘faking attention’ – sure, you hear
what they are saying, but you are not listening and absorbing what they want to tell you. While
you might think that the other person is none the wiser, they can often tell that they don’t have
your full attention and that you are ‘faking’ it.

OVERCOMING BARRIERS

1. You find yourself distracted by a variety of factors

 Face the person you are speaking with, square your shoulders and point your
knees toward them.
 Maintain an appropriate amount of eye contact with the speaker.

2. Your regularly interrupt the other party

 Allow the other party to communicate their entire thought before you respond. Even if
you think you disagree, once they finish their thought, you may find that you’re actually
on the same page.
 To prevent yourself from mono polising the conversation in a group setting, allow others
to speak first to see if they might share your ideas or concerns.

3. You bring your emotions into the situation

 Address any past conflicts with the speaker in a professional way, enlisting the
assistance of a mediator, if necessary. This will prevent ongoing communications
between the two of you.
 Take a deep breath when you hear something that triggers your emotions, and remind
yourself of the importance of listening.

4. You are trying to have a conversation in a noisy environment

 Schedule meetings in quiet places, such as conference rooms or in a private office with
the door closed.
 Switch off the radio, music and TV.
5. You find your mind wandering when listening to the other party

 Don’t spend your entire time thinking about how you plan to reply when they have
finished speaking.
 Consider taking brief notes that you can refer back to later. This will help you stay on
track, follow the conversation and ask thoughtful questions when the time comes.

Ways To Be A Good Listener

1. Remove or avoid distractions.

If you are going to converse with someone (or several people), then take a moment to anticipate
possible distractions and remove them. Turn off your cell phone and put it away. Turn your
computer off or turn off the sound so you can't hear emails and notifications coming in. Turn off
the TV, radio, or any other device that could be distracting.

2. Watch for non-verbal communication and tone of voice.

Hearing someone's words is just a small part of being a good listener. We communicate far more
through our expressions, body language, and tone of voice.

3. Be the mirror.

A great technique for active listening is mirroring the person you are listening to. Without
appearing to mimic them, try to reflect back their same tone of voice and speech pattern. You
can also mirror their gestures and body language.

4. Empathize, sympathize, and show interest.

You can show your interest and connection in a conversation through your own expressions,
body language, and words.

Nod in agreement to show you are engaged and listening. Lean forward toward the other person.
Smile or show concern appropriately

5. Practice silence.

Sometimes the very best way to listen is to allow a space of silence in the conversation. A verbal
response isn't always necessary, and this space of silence invites the speaker to offer more of
what they are thinking and feeling.
 SPEAKING SKILLS
Meaning:
Speaking is an act of making vocal sounds. We can say that speaking means to converse, or
expressing one's thoughts and feelings in spoken language. To speak often implies conveying
information. It may be from an informal remark to a scholarly presentation to a formal address.

Speaking skills:
Speaking skills are the skills that give us the ability to communicate effectively.
These skills allow the speaker, to convey his message in a passionate, thoughtful, and
convincing manner.

Speaking skills also help to assure that one won't be misunderstood by those who are listening.

Definition:

Speaking skill is the art of communications and one of 4 productive skill, that must mastered in
learning foreign language. Good speaking skills is the act of generating words that can be
understood by listeners. A good speaker is clear and informative.

Objectives:
 Understand common, idiomatic expressions

 Understand and make simple requests related to their daily lives in the U.S
.
 Ask for directions

 Respond to directions

 Use common prepositions of place correctly

 Identify and list ordinal and cardinal numbers

Speak and Talk: Difference:

There is not much difference between speak and talk. They are usually both possible in most
situations.

Formality

Talk is less formal than speak. In fact, talk is the usual word to refer to informal communication.

 I want to talk to you.

 I think you should talk to him.
 I don’t know why she has stopped talking to me.
 I would like to talk to you about the film I watched yesterday.
 Stop talking nonsense.
 We talked for an hour.

Speak is often used for exchanges in more serious or formal situations.

 Speak your mind.

 I was so shocked that I could hardly speak.
 They are not speaking anymore.
 Actions speak louder than words.

Speak is not usually used before sense, nonsense and other words with similar meanings.

Lectures etc

Talk is often used for the act of giving an informal lecture. Speak is preferred for more formal
lectures.

Compare:

 This is Ms Susan Fernandez, who is going to talk to us about cookery.

 This is Professor Susan Fernandez, who is going to speak to us on recent developments in
stem-cell therapy.

Speak is the usual word to refer to a person’s ability to speak a language.

 She can speak English. (NOT She can talk English.)

 She speaks ten languages fluently.

Speak is also the word to refer to speech on the phone.

Process of Speaking:

The major process is the decoding process, or “sensing (for example, hearing or seeing) a
source’s message, interpreting the source’s message, evaluating the source’s message, and
responding to the source’s message”. Decoding is relevant in the public speaking context when,
as an audience member, you listen to the words of the speech, pay attention to nonverbal
behaviors of the speaker, and attend to any presentation aids that the speaker uses. You must then
interpret what the speaker is saying.

Encoding and decoding are perceived as distinct for sources and receivers. Furthermore, the
interactional model cannot handle situations where multiple sources are interacting at the same
time . To address these weaknesses, proposed a transactional model of communication. The basic
premise of the transactional model is that individuals are sending and receiving messages at the
same time. Whereas the interactional model has individuals engaging in the role of either source
or receiver and the meaning of a message is sent from the source to the receiver, the transactional
model assumes that meaning is co-created by both people inter.
Barriers:

1. Usage of words that can cause ambiguity. Words can mean different things to different
people. So, we need to be aware that our expected meaning may be different from that of the
other person. This can have unfortunate repercussions at times.

2. Alert Listener- One needs to be an alert listener. Poor listening can lead to misunderstanding
of what is being said or can also lead to a poor response. Listening is not just hearing the words
said, but s lot more.

Listening well is one of the best things. It helps immensely to provide the speaker with the
desired response that in turn leads to a healthy conversation.

3. Emotional Barriers- Some people find it difficult to express themselves. They are complete
introverts and take their own time to come out of the shell. This acts as the biggest hurdle as
breaking the ice at the preliminary stage is of immense importance.

4. Language Barriers- Communication occurs across the globe. Different countries have
different accents and different languages. This language difference can lead to difficulty in
understanding unfamiliar accents that acts as a barrier.

5. Lack of interest- If the listener shows lack of interest the it becomes a barrier in
communication. Not only lack of interest, but lack of attention, distractions or irrelevance to the
receiver are the factors that become barriers while speaking.

6. Cultural differences- Different cultures greatly vary in the norms of social interaction, as the
way in which emotions are expressed differ greatly.
7. Psychological barriers- It is a state in which the receiver will be influenced by the message
that is received. In other words, it is the manner in which the message can be taken by the
receiver.

Overcoming Barriers:

1-Eliminating differences in perception: The organization should ensure that it is recruiting

right individuals on the job. It’s the responsibility of the interviewer to ensure that the
interviewee has command over the written and spoken language.

2- Use of Simple Language: Use of simple and clear words should be emphasized. Use of
ambiguous words and jargons should be avoided.

3- Reduction and elimination: Noise is the main communication barrier which must be
overcome on priority basis. It is essential to identify the source of noise and then eliminate that
source.

4-Active Listening: Listen attentively and carefully. There is a difference between “listening”
and “hearing”. Active listening means hearing with proper understanding of the message that is
heard. By asking questions the speaker can ensure whether his/her message is understood or not
by the receiver in the same terms as intended by the speaker.

5-Emotional State: During communication one should make effective use of body language.
He/she should not show their emotions while communication as the receiver might misinterpret
the message being delivered. For example, if the conveyer of the message is in a bad mood then
the receiver might think that the information being delivered is not good.
How to become a Good Speaker

1. Stop trying to be someone else.

If you are funny, be funny. If you are informal, be informal. There is no one right way to be a
great speaker. Rather than a performance, think of it as sharing your ideas and experiences to
help others.

2. Don’t look for approval. Focus on contributing.

This was a big one for me. If you have your mind on I want to be good, then you will stay
inwardly focused. Instead, think about helping even one audience member see a familiar topic
differently, hear a great idea they can use or receive needed encouragement.

3. Practice. A lot.

I wish there were an easier way, but I haven’t found it. The more I speak, the more comfortable I
get. I think it’s a little like playing Major League Baseball—the crowds won’t get to you if you
are comfortable at the plate.

4. Watch TED Talks.

There are thousands of TED videos that serve as an instructional library on speaking. These
presenters have spent weeks preparing so they can give it their best. Watch how they share their
thoughts and connect with the audience.

5. Know your content cold.

This doesn’t mean memorize what you want to say—but go through your key points multiple
times so that it’s very familiar and firm in your mind. Prepare well. When you get nervous, really
knowing what you want to say will help calm the nerves.
 TELEPHONE ETIQUETTE

Telephone etiquette means being respectful to the person you are talking with, showing
consideration for the other person's limitations, allowing that person time to speak,
communicating clearly and much, much more. Your voice must create a pleasant visual
impression over the telephone.

TELEPHONE DO’S

When answering a business phone it is important that it is not allowed to ring more than three
times. Advise employees that the second or third ring is the ideal time to pick up the telephone.

 The phone should be answered with a positive greeting such as “Hello,” “Good
Morning,” or “Good Afternoon,” etc. Following the greeting the person who answers the
phone should give his or her name and the name of the business or organization that is
being contacted.
 The phone should be answered with a positive greeting such as “Hello,” “Good
Morning,” or “Good Afternoon,” etc. Following the greeting the person who answers the
phone should give his or her name and the name of the business or organization that is
being contacted.
 Speak in a clear tone using a voice that is neither too loud nor too low. Words should be
enunciated and said slow enough that people are able to understand what is being said to
them.

TELEPHONE DON’TS
 If a person is answering the telephone, he or she should never answer on the first ring. Callers
do not expect this and will be taken off guard.
 Don’t answer the phone when eating, chewing, or drinking. If a person has anything in his or her
mouth it should be swallowed or removed before picking up the phone to either answer it or
place a call.
  If you must leave the phone, never leave the line open. Instead, place the person on hold and
check back with him or her frequently – preferably every 45 seconds.

Participation in Debate

Debate is a process that involves formal discussion on a particular topic. In a debate, opposing
arguments are put forward to argue for opposing viewpoints. Debate occurs in public meetings,
academic institutions, and legislative assemblies. It is a formal type of discussion, often with a
moderator and an audience, in addition to the debate participants.

5 tips to help you win every debate round:

1-Think as if you were your judge, not yourself. Remember, the only person whose opinion matters at
the end of the round is the judge’s, not yours! A common mistake everyone in public speaking makes is
assuming that because you understand the argument that your audience does as well.

2-Always think comparatively. Every argument that you make, at the end of the round, will be
compared against something the other team said. Should always be weighing the relative importance of
arguments, especially ultimate impact claims against each other.

3-Always act like you’re winning, even if you’re not. Composure, poise, ethos, whatever you want to
call it is an essential skill in public speaking and in life in general. This does not mean be
arrogant! Rather, it means that you should always display confidence in the arguments that your team
is making.

4-Refer to your evidence whenever possible. Even though your own arguments are the most
important, far too many debaters discount the importance of referring to evidence, especially that read
in the early speeches.

5-Remember that debate is a team activity. Even if you are stronger than your partner, you shouldn’t
take over their speech or answer all of their questions in cross-examination. When that happens, your
judge is more inclined to give both of the members lower speaker points.
 Elocution
Elocution is the study of formal speaking in pronunciation, grammar, style, and tone. Elocution
emerged as a formal discipline during the eighteenth century. One of its important figures was
Thomas Sheridan, actor and father of Richard Brinsley Sheridan. Thomas Sheridan's lectures on
elocution, collected in Lectures on Elocution (1762) and his Lectures on Reading (1775),
provided directions for marking and reading aloud passages from literature. Another actor, John
Walker, published his two-volume Elements of Elocution in 1781, which provided detailed
instruction on voice control, gestures, pronunciation, and emphasis.

Tips for Elocution:

1.Be clear, audible and loud.

2. Stress on the most important words the most.

3. Change your pitch according to requirement.

4. Be expressive: by this I mean by your voice, your facial expression, body language.

5. Be straight and well postured.

6. Understand the speech and if required go though the history of the incident if thee speech was
a historical one.

7. Enjoy while you are speaking.

8. Do not look for expressions in the audience.

9.For not getting nervous, look at the walls or the straight at the background.

10. Have enough clarity.

11. Know THE CONTENT from before hand.

 Individual Presentations
Individual Presentations. Your individual presentation is an opportunity for you to get some
practice in speaking in front of a group. Your talk should last approximately, but no more than,
four minutes. It should cover a topic that interests you and that is relevant to the course.

A presentation is the process of presenting a topic to an audience. It is typically a

demonstration, introduction, lecture, or speech meant to inform, persuade, inspire, motivate, or to
build good will or to present a new idea or product. The term can also be used for a formal or
ritualized introduction or offering, as with the presentation of a debutante. Presentations in
certain formats are also known as keynote address.

Tips for Effective Presentations

1. Show your Passion and Connect with your Audience

It’s hard to be relaxed and be yourself when you’re nervous.

But time and again, the great presenters say that the most important thing is to connect with your
audience, and the best way to do that is to let your passion for the subject shine through.

2. Focus on your Audience’s Needs

Your presentation needs to be built around what your audience is going to get out of the
presentation.

As you prepare the presentation, you always need to bear in mind what the audience needs and
wants to know, not what you can tell them.

While you’re giving the presentation, you also need to remain focused on your audience’s
response, and react to that.

3. Keep it Simple: Concentrate on your Core Message

When planning your presentation, you should always keep in mind the question:

What is the key message (or three key points) for my audience to take away?

You should be able to communicate that key message very briefly.

Some experts recommend a 30-second ‘elevator summary’, others that you can write it on the
back of a business card, or say it in no more than 15 words.
 Group Discussion

A discussion group is a group of individuals with similar interest who gather either formally or
informally to bring up ideas, solve problems or give comments. The major approaches are in
person, via conference call or website. People respond comments and post forum in established
mailing list, news group or IRC. Discussion group was evolved from USENET which is traced
back to early 80's. Two computer scientists Jim Ellis and Tom Truscott founded the idea of
setting a system of rules to produce "articles", and then send back to their parallel news group.
Fundamentally, the form of discussion group was generated on the concept of USENET, which
emphasised ways of communication via email and web forums.

Tips for Group Discussion

 Train yourself to be a good listener. Develop the patience to listen attentively.
 Acknowledge that everyone has something valuable to say.
 When speaking in a GD, your job is to articulate your point of view in a way that is easy
for others to comprehend.
 Inculcate the good habit of structuring your thoughts and presenting them logically.
 Writing essays on a variety of topics is good practice developing thought structure.
 The only way to prepare is to read more, develop a keen interest in current affairs.
 Seek opportunities to discuss these in groups.
 Learn to respect others for what they are.
 Learn to be open-minded and recognize the fact that people think differently about issues.
 Train your mind to think analytically.
 JAM Sessions

A jam session is a relatively informal musical event, process, or activity where musicians,
typically instrumentalists, play improvised solos and vamp on tunes, songs and chord
progressions. To "jam" is to improvise music without extensive preparation or predefined
arrangements, except for when the group is playing well-known jazz standards or covers of
existing popular songs. Original jam sessions, also 'free flow sessions', are often used by
musicians to develop new material (music) and find suitable arrangements. Both styles can be
used simply as a social gathering and communal practice session. Jam sessions may be based
upon existing songs or forms, may be loosely based on an agreed chord progression or chart
suggested by one participant, or may be wholly improvisational. Jam sessions can range from
very loose gatherings of amateurs to evenings where a jam session coordinator or host acts as a
"gatekeeper" to ensure that only appropriate-level performers take the stage, to sophisticated
improvised recording sessions by professionals which are intended to be broadcast live on radio
or TV or edited and released to the public.

Skills We Need To Have To Succeed In A Jam Session

1. Communication Skills
2. Creativity
3. Confidence
4. Eye Contact
5. Good Listening Skills

Tips To Speak In a Jam Session

The mantra is ‘Structure‘. Follow a distinctive flow.

Think of subcategories for any given topic and then expand on that.

Category 1: You Can Talk About The Primary Source

Category 2: You Can Talk About The Advantages/Ill-Effects
Category 3: Touch On Personal Contributions And How You Can Reduce/Enhance It
 Interview Skills

Definition:

Interview is the widely used (election method. It is a face-to-face interaction between

interviewee and interviewer. If handled carefully, it can be a powerful technique in having
accurate information of the interviewee otherwise unavailable. At the same time, if the interview
is not handled carefully, it can be a source of bias, restricting or distorting the flow of
communication.

Different scholars have defined ‘interview’ differently. According to Scott and others, “an
interview is a purposeful exchange of ideas, the answering of questions and communication
between two or more persons”. Bingham and others define an interview as a ‘conversation with a
purpose”.

10 tips to improve interview performance

 Practice good nonverbal communication

It's about demonstrating confidence: standing straight, making eye contact and connecting with a
firm handshake. That first nonverbal impression can be a great beginning—or quick ending—to
your interview.

 Dress for the job or company

Today's casual dress codes do not give you permission to dress as "they" do when you interview.
It is important to know what to wear to an interview and to be well-groomed. Whether you wear
a suit or something less formal depends on the company culture and the position you are seeking.
If possible, call to find out about the company dress code before the interview.

 Listen
From the very beginning of the interview, your interviewer is giving you information, either
directly or indirectly. If you are not hearing it, you are missing a major opportunity. Good
communication skills include listening and letting the person know you heard what was said.
Observe your interviewer, and match that style and pace.

 Don't talk too much

Telling the interviewer more than he needs to know could be a fatal mistake. When you have not
prepared ahead of time, you may ramble when answering interview questions, sometimes talking
yourself right out of the job. Prepare for the interview by reading through the job posting,
matching your skills with the position's requirements and relating only that information.

 Don't be too familiar

The interview is a professional meeting to talk business. This is not about making a new friend.
Your level of familiarity should mimic the interviewer's demeanor. It is important to bring
energy and enthusiasm to the interview and to ask questions, but do not overstep your place as a
candidate looking for a job.

 Use appropriate language

It's a given that you should use professional language during the interview. Be aware of any
inappropriate slang words or references to age, race, religion, politics, or sexual orientation—
these topics could send you out the door very quickly.

 Don't be cocky

Attitude plays a key role in your interview success. There is a fine balance between confidence,
professionalism, and modesty. Even if you're putting on a performance to demonstrate your
ability, overconfidence is as bad, if not worse, as being too reserved.
  Ask questions

When asked if they have any questions, most candidates answer, "No." Wrong answer. Part of
knowing how to interview is being ready to ask questions that demonstrate an interest in what
goes on in the company. Asking questions also gives you the opportunity to find out if this is the
right place for you. The best questions come from listening to what you're asked during the
interview and asking for additional information.

 Don't appear desperate

When you interview with the "please, please hire me" approach, you appear desperate and less
confident. Reflect the three Cs during the interview: cool, calm, and confident.

Orator

An orator, or oratist, is a public speaker, especially one who is eloquent or skilled. Those who
have been noted as famous specifically for their oratory abilities, or for a particularly famous
speech or speeches. Most religious leaders and politicians (by nature of their office) may perform
many speeches, as may those who support or oppose a particular issue. To include them all
would be prohibitive.

Definition of 'orator'
An orator is someone who is skilled at making formal speeches, especially ones which affect people's
feelings and beliefs.

Ways to Improve Your Oratory Skills

Grow your confidence

The most fundamental oratory skill is confidence. It can be difficult to build confidence but
practicing the other 6 techniques below, you will have greater faith in your ability to present.
Some people find it useful to adopt an ‘on-stage persona’ of someone who is confident and
influential, as then they can separate their speech from their natural self. They are then able to
view their speech as more of a performance, and therefore act more confident.

 Expect to be nervous
 Prepare your speech
 Practice in a realistic environment
 Breathe deeply to expand vocal range
 Rehearse out loud
 Focus on your audience
 Visualize success
 Connect with your audience
 Use suitable content

The content of your speech is also important. When preparing your speech, make
sure your message is suitable for your audience and stay away from acronyms and jargon words
if your audience is not familiar with the topic. Using metaphors and quotations can help bring
your speech to life and keep the audience engaged. You should make sure that your speech starts
and ends on the most powerful statements or the points you most want your audience to take
away with them.

Know your audience

One of the most difficult but essential oratory skills is the ability to connect with your audience.
This can be done through what you’re saying and your body language. Remember that your
audience are just people and people connect over shared experiences or values.

Make use of your vocal range

Your speech will come across as boring if you speak in a monotonous tone and your audience
will lose interest very quickly. The human voice is technically capable of 24 notes on a musical
scale yet most people only use 3 in their everyday conversations.
Consider length

Ensure your speech is within a time constraint, if you are given one. If you’re not given a
timeframe then it’s always better to be thorough but brief. If your speech is interrupted in some
way, shorten or skip one of your messages in the middle.

Memorise key points

Another difficult oratory skill is the ability to remember what you’re saying and still deliver a
powerful speech. Great orators do not use scripts, nor do they memorise them word for word and
simply recite the speech. Your speech will be much more effective if you memorise the key
message points that you want to deliver, and then speak from your heart about them, and not
your head.