Business Communication

4
IILM-Graduate School of Management
 Objective
• Learn the nature of Oral
Communication
• Characteristics of Effective Oral
Communication
• Various Barriers to Oral
Communication
• Use skills of Conversation Control
Nature of Oral Communication
• The ability to speak/articulate single
words and later on speak groups of
words in meaningful sequence
comes to us in due course of our
growth as child as a child
• Also known as “Verbal
Communication” is the interchange
of verbal messages between
sender and reciever .
• More immediate ,natural and
informal .
70 % -Communication
 Need for learning Oral
Communication
• A manager should be able to converse or
discuss persuasively ,effectively, and
convincingly
Why ?

• To help problem solving

• To resolve conflict
• To influence people to work together
• To persuade others to be involved in
organizational goals
• To be assertive without being aggressive
• To develop listening skills
• To be an effective negotiator
• To make a proposal

Compare Oral Vs Written
Communication
 Characteristics of Effective Oral
Communication
• Consider the objective
• Think about the interest level of the receiver
• Be sincere
• Be brief and precise
• Avoid vagueness and generalities
• Give full facts
• Assume nothing
• Use polite words and tone
• Cut out insulting message
• Say something interesting and pleasing to the
recipient
• Allow time to respond
 Barriers to Effective
Communication
• Poor listening
• Status
• Halo effect
• Complexes
• Closed and all-knowing mind
• Poor retention
• Premature evaluation and hurried conclusions
as distortions
• Abstracting
• Slant
• Cognotive Dissonance
• Language Barrier
•
 What is Conversation
Control ?
• Skills of listening and talking in a
positive and meaningful way at an
appropriate time
• It includes :
 -Techniques of changing the
direction of conversation smoothly
 -The ability to allow a discussion to
develop along key issues in an
uninterrupted way towards the
desired end
 Situations requiring
application…
• How to sell or buy
• How to negotiate
• How to interview
• How to participate in a meeting
• How to disagree without being rude
• How to protest without offending
• How to compliment /praise
• How to respond to personal criticisms
 Specific Skills
• The ability to notice cues and clues
• Interpreting signs & signals
• Parallel conversation
• Sequential conversation
• Reflection and Empathy
• Sense of Time as skill
 Learn the nature of Oral
Communication
• The success of meeting ,discussions,
lecturing, or oral presentations
depends on our picking up the
verbal cues and clues .
Difference between Cue and
Clue
 Interpreting signs and
gestures
• Body movement ,gestures, and
actions communicate in a visible
manner what lies concealed in our
mind .Non-verbal message flows
through signs and signals
• Signs- Frown,smile,eye movements
• Signals –Behavioral Indicators-
Drinking of water during speeches .
 Parallel conversation
• Countering the original statement with
another statement just parallel to it .
• No dialogue
• Statements shot at each other
• “ X- It is necessary that we increase our
export
• “Y- I think it is more important for us to
reduce our manpower immediately”
• “ X- By increasing exports we can build our
brand image”
• “Y- By reducing the number of workers we
can cut down our costs.”
 Sequential conversation

• When we make statements that are

in sequence to what is said by the
other person .
• Logical link between statements
made by speaker and listener

 Reflection & Empathy
• To impress upon the other person that
you are genuinely interested in
him/her and his /her statements .
• Pick-up the cue words and reflect upon
their meaning. Body Language should
show your real interest in him/her.
• EG : “ A- I am not sure if I am required
here any longer”
• “ B- You feel your contribution is
not being recognised.”
 Sense of time as a skill
• Interaction through anecdotes,
humor, illustrative cases ,examples.
 Summarizing
• Act of recognizing the leading cues
and clues during communication,
and making them the basis of
response after appreciating and
understanding the underlying
feelings and ides.
• EG: Worker –Boss deadline issues.
Case Discussion
Group Activity
Conversation Control Video