Oral Communication Chapter 9

Oral Communication
Chapter 9 | Business Communication | BBS II Year | TU

Learning Objectives
Understand the nature , process, and value of oral communication,
Augment the skills of making and receiving business telephone calls,
Plan, prepare, and deliver presentations and speeches effectively,
Incorporate appropriate visuals and body language in different communication situations,
Conduc and perform well in various types of interviews,
Prepare effective visual aids for presentations and speeches, and
Enhance your overall interpersonal and organizational communication skills.

What is oral A form of communication, in which
communicators exchange ideas by means of
communication? spoken words.
Also involves nonverbal and visual cues
Common forms of oral communication:

conversations meetings, and telephone calls
Formal oral communication: presentations,

lectures, and public speeches
New forms of oral communication: video-

conferencing, virtual meetings, podcast clips, etc.
More interactive and flexible
Instant feedback and quick decision
Cost-effective and time-saving

Advantages of
Sounds more authentic and credible due to the presence of the
Oral speaker
Communication
Make use of nonverbal cues
Powerful tool to persuade and influence people
Develops openness and democratic culture in an organization

Disadvantages of Oral Communication
Not ideal for permanent record and future reference
Likely to affected by physical barriers (noise)
Effectiveness depends on the speaker's speaking and presentation skills
Lacks precision
May not be taken seriously by the receiver

Audience Awareness
Control of Language and Tone
Enhancing Oral
Communication Brevity and Preciseness
Skills
Positive Body Language
Effective Use of Visual Aids

Guidelines for Effective Oral Communication
Be brief and to the point
Prepare and plan ahead
Control emotions and mannerism
Use appropriate body language
Emphasize the important points
Use simple language and avoid slang expressions
Use visual aids
Speak slowly and distinctly in a natural voice

Telephone Conversations
INFORMAL TELEPHONE FORMAL TELEPHONE

CONVERSATIONS CONVERSATIONS
Telephone Etiquette
Observing appropriate timing
Avoiding eating and side talking
Responding immediately
Speaking clearly
Introducing immediately
Being sensitive to the tone of your voice
Listening actively
Not ending the conversation abruptly

Telephone Conversation Process
Calling to speak to
Answering the call
someone or asking
and offering help
for information
Request for
Leaving or taking a
information or
message
offering information
Ending the call

Telephone Conversation: Patterns and
Expressions
Answering the phone Asking the caller's name

Good morning Who's calling, please?
Hello (Public Youth Campus). This is Lina Could I take your name, please?
speaking. How can/could/may I help you? May I know/have your name, please
Telephone Conversation: Patterns and Expressions
Introducing
• Introducing yourself
• Hello, this is Dinesh calling
• Hello, this is Dinesh calling from Public Youth Campus.
• Hello, Dinesh calling from PYC.
Asking
• Asking for someone or something

• Could/May/Can I speak to Maya, please?
• I'd like to speak to Maya, pleas.
• Could I speak to someone who can......please?
• I'm just calling to.....
Connecting someone Explaining unavailability of the person
One moment, please I'm sorry. Mr. Adhikari is out of office/in a meeting.
Just a moment, please I'm afraid s/he's on another line at the moment.
Let me see if Rina is available.
Please hold on; I'll get you through him/her
• Taking message
• I'm sorry Mr. Sharma is out of office now. Would you like to leave a
message?
• Is there anyone else you'd like to speak to
• Could you call after an hour?
• Leaving message
• Yes, I'm Sumit. Could you please ask him/her to call me when available.
• No, that's ok. I'll call him/her again.
• Could you please tell him/her that his/her friend …..called?
Problem calling/receiving a call
• I'm sorry. I couldn't understand. Could you repeat that, please?

• I'm sorry. I can't you hear very well.
• Sorry. I think you dialed a wrong number.
• Sorry, I didn't catch that . Could you...?
Ending a conversation
• Thanks for calling.

• Thank you for calling PYC.
• Sorry. I need to hang up now.
Planning
Organizing
Presentations
and Speeches
Designing visual aids
Delivering the presentation

Planning a Presentation
Identifying the Message and the Purpose
Planning and Allocating Time
Analyzing the Audience

Introduction
Organizing
the Body
Presentation
Close/Conclusion
Introduction
• Get the attention of

the Audience
• Build Rapport with the
Audience
• State the Purpose and
Preview the Maind
Ideas/Points
Body of the
Presentation
Description
General
Cause to
Orderand
ofand
Specific
Categories
Importance
Effect
AdvantagesChronological
andto
Problem Disadvantages
Solution
Close
Link the conclusion with the introduction.
Summarize the main points discussed above.
Leave the audience with a powerful thought to remember.
Invite the audience to comment or question

Limit the number of Limit the number Maintain
visuals. of lines and words. design consistency.
Use graphic devices Use appropriate

and animation punctuation and Avoid reading.
appropriately. capitalisation.
Designing Effective PowerPoint Slides

Delivering the Presentation
DELIVERY METHOD DELIVERY PROCESS

Memorized Scripted
presentations presentations
Delivery
Method
Impromptu Extemporaneou
delivery s delivery
Delivery Process
Before the Presentation
During the Presentation
After the Presentation

Other Forms of Oral Communication
Business or (Team) Briefing
Interviews
Not a discussion, consultation
and negotiation;
Business or More about updating team

(Team)Briefing members on important issues
Brings managers together with

teams in a face to face
communication situation
Provides a channel for delivering clear messages and ideas
Prevents unnecessary rumors, grapevine and miscommunication
Advantages
Promotes two-way communication
of Briefing Develops a shared sense of goal, vision, and procedural clarity
Encourages employee's involvement
Reduces misunderstanding and potential conflict

Guidelines for Effective Briefing
• Determine the time, place, participants, and

prepare the message.
• Be brief and precise.
• Have control over the process.
• Be positive and confident.
• Identify and deal with issues and main
points.
Types of Interviews
Performance Personal
Selection Disciplinary
Appraisal Problem
Interviews Interviews
Interviews Interviews
Guidelines for the Interviewer
PREPARING THE INTERVIEW CONDUCTING THE

INTERVIEW
Preparing the
Interview
• Determining the objective
• Gathering information
• Identifying the areas of
focus
• Setting an appropriate
time and venue
• Informing the person
Observe
• Observe standard etiquette.
Conducting
• Begin with small talk.
the Begin
Interview • Ask appropriate forms of questions.

Ask
Take
• Take notes.
Display
• Display sensitivity.
Encourage
• Encourage to ask questions.
Guidelines
for the
Interviewee
Learning
Closing
Anticipating
Dealing
and and
about
with Concluding
the Situation
Preparing
Questions
Displaying
PresentingPositive bodyfor
a Professional the Questions
Language
Self-Image
THANK YOU STAY SAFE

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Oral Communication

Chapter 9 | Business Communication | BBS II Year | TU

Augment the skills of making and receiving business telephone calls,

Plan, prepare, and deliver presentations and speeches effectively,

Incorporate appropriate visuals and body language in different communication situations,

Conduc and perform well in various types of interviews,

Prepare effective visual aids for presentations and speeches, and

Enhance your overall interpersonal and organizational communication skills.

Also involves nonverbal and visual cues

Common forms of oral communication:

Formal oral communication: presentations,

New forms of oral communication: video-

Instant feedback and quick decision

Cost-effective and time-saving

Powerful tool to persuade and influence people

Develops openness and democratic culture in an organization

Not ideal for permanent record and future reference

Likely to affected by physical barriers (noise)

Effectiveness depends on the speaker's speaking and presentation skills

May not be taken seriously by the receiver

Control of Language and Tone

Effective Use of Visual Aids

Be brief and to the point

Prepare and plan ahead

Control emotions and mannerism

Use appropriate body language

Emphasize the important points

Use simple language and avoid slang expressions

Use visual aids

Speak slowly and distinctly in a natural voice

INFORMAL TELEPHONE FORMAL TELEPHONE

Avoiding eating and side talking

Being sensitive to the tone of your voice

Not ending the conversation abruptly

Ending the call

Answering the phone Asking the caller's name

• Asking for someone or something

Connecting someone Explaining unavailability of the person

Problem calling/receiving a call

• I'm sorry. I couldn't understand. Could you repeat that, please?

• Thanks for calling.

Delivering the presentation

Planning and Allocating Time

Analyzing the Audience

• Get the attention of

Link the conclusion with the introduction.

Summarize the main points discussed above.

Leave the audience with a powerful thought to remember.

Invite the audience to comment or question

Use graphic devices Use appropriate

Designing Effective PowerPoint Slides

DELIVERY METHOD DELIVERY PROCESS

Before the Presentation

During the Presentation

After the Presentation

Business or (Team) Briefing

Business or More about updating team

Brings managers together with

Prevents unnecessary rumors, grapevine and miscommunication

of Briefing Develops a shared sense of goal, vision, and procedural clarity