ESSENTIALS OF
SPOKEN
COMMUNICATION
Formal Conversation – What is it?
• Exchange of official information
• Between people within the same organisation
• Different levels of hierarchy
• Controlled means of communication
• Predefined channels and norms
Types
• Vertical
Superior to subordinate: Top-down
Subordinate to superior: Bottom-up
Lateral / Horizontal
Same level, different departments
Example: Sales Manager and HR Manager
Diagonal / Crosswise
Different levels, different departments
Example: Salesman and Manufacturing Manager
Informal Conversation – What is it?
• Multidimensional
• Moves freely within the organisation
• Not bound by predefined channels and rules
• Freely talk about a diverse range of topics
Types
• Single Strand Chain
One person says to another and chain continues
• Cluster Chain
One person says to some of his friends who say
to others and continues
• Gossip Chain
Introducing
• Casual Setting
• Interview
• Professional Setting
• Presentation
• Networking Event
Opening Speech
• Greetings and introduction of yourself
• Acknowledge the audience
• State the purpose
• Create engagement
• Introduce the speakers or topics
• Set the tone
• Outline the schedule
• Inspire and motivate
Closing Speech
• Express gratitude
• Reflect on highlights – notable moments from the event
• Acknowledge speakers and participants
• Reiterate the purpose
• Encourage continued engagement
• Closing remarks – end on a positive note
• Invite feedback
• Final thank you
Small Talk
• Servesas an ice-breaker or a way to initiate and
maintain social interactions
• Start with a greeting
• Comment on the environment – Venue, for example
• Ask open-ended questions
• Find common ground
• Discuss recent events
• Be mindful of body language
• Keep it light
Introducing - Formal
• Casual Setting To remember:
• Professional Setting • Be clear – Names &
• Networking
Titles
Event
• Something positive
• Formal
Events –
Conferences / Seminars • Shake hand, if possible
• Superiors
or • Eye contact
Subordinates • Context– Setting-
appropriate introduction
Inviting
• Social To remember:
• Formal • Be clear – info
• Professional • RSVP info
• Weddings and • Tailor to the event
Birthdays • Gratitude
• Online events
Thanking
• Informal
• Formal
• Professional – Emails or formal letters
Apologising
• Informal
• Formal
• Professional
Anger
• Unresolved
anger builds up over time and causes
more problems in the workplace
• Can negatively impact productivity
• Reduces morale of employees
• Can
even cause employees to leave the
organisation
Anger – How to deal with it?
• Assess the situation and environment
• Collect your thoughts
• Speak assertively – Use ‘I’ statements
• Be professional in your gestures, language, and tone
• Focus on the issue
• Be specific about why you became angry
• Listen to the other person’s perspective too
• Try to resolve the issue
Resolving conflicts – why?
• Identifying
big conflicts can help everyone get
along better
• Improves problem solving abilities
• Builds healthy relationships
• Maximises productivity
• Understand yourself
Resolving conflicts – how?
• Evaluate the situation
• Clarify the source of conflict + address it early
• Privacy – safe space
• Listen and let them speak
• Keep the common goal in mind
• Try to find a solution
• Figure out ways to avoid the conflict in the future
• Keep your word
Giving information
• Part of an interpersonal process
• What the sender intended to communicate and how
• Be clear and accurate
• Tailor to audience
• Choose appropriate channels – email, social media,
etc.
• Ethical considerations
Getting/receiving/taking information
• Part of an interpersonal process
• What the recipient understood and how (s)he took
it
• Listen carefully
• Don’t hesitate to clarify
• Take notes if needed
• Be respectful
KEYWORDS TO BE USED
Teamwork
• cooperativeor coordinated effort on the part of a
group of persons acting together as a team or in
the interests of a common cause. – [Link]
• Elements:
Communication
Commitment
Respect
Delegation
Adaptability
Clarity
Skills for Teamwork – why?
• Allow you to work well with others
• Help you communicate
• Make you tolerant, reliable, and respectful
• Useful during any cooperation
Skills for Teamwork
• Time-management
• Problem-solving
• Listening
• Critical thinking
• Be a team player
• Conflict resolution
• Patience
Communication in the Team
• Interaction
among members, accepted social
behaviour, methods of communication
• Communication for collaboration
• Risk of conflict and misunderstanding
• Employeeengagement: Better communication =
more engaged in work
• Teambuilding
• Goals
Communication Styles – Team
• Verbal
• Non-verbal – facial expressions, tone, body
language
• Written
– email, project management tools,
messaging
• Visual – images or videos
• Listening – Active listening
Team Communication – How to improve
• Resolve conflicts quickly
• Encourage employee engagement
• Bottom-up communication
• Transparency
• One-on-one meetings
• Consistent feedback
Team Conflicts
• Task-basedconflict – reliance on each other for
completion of tasks – doesn’t happen conflict
• Leadership conflicts
• Work style conflicts – the way everyone works
• Personality clashes
• To
solve: Stay calm, listen, find a solution, HR if
needed
