Unit 2 Oral Communication MBA Notes

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UNIT II 
Oral Communication 

Table of Contents

1. Conversational Control
2. Two Aspects of Oral Communication
3. Effective Listening
4. Non Verbal Communication
5. Written Communication
6. 3X3 Writing Process
7. Coherence in Writing
8. Electronic Writing Process Benefits
9. Electronic Writing Process Benefits

Principle of Oral Communication: Twelve Principles of Oral Communication.

1. Planning: Before you speak, think about what you want to say and how you want to say it.
For example, if you're giving a presentation, plan your main points and the order you'll present them.

2. Clarity: Make sure your message is clear and easy to understand.

For example, when explaining a complex idea, use simple language and examples that everyone can relate to.

3. Neutrality: Remain neutral and avoid showing bias or favouritism. 

For instance, in a discussion, present both sides of an argument fairly without taking a personal stance.

4. Brevity: Keep your message short and to the point. 

For example, when giving instructions, be concise and avoid unnecessary details.

5. Precision: Be specific and accurate in your communication.

For example, when giving directions, include exact locations and distances.

6. Naturality: Be natural and authentic in your communication.

For example, when speaking, use a conversational tone and avoid sounding rehearsed.

7. Coherent: Ensure your message flows logically and is easy to follow. 

For example, when telling a story, arrange events in chronological order.

8. Vocabulary: Use appropriate language for your audience

For example, when speaking to children, use simple words they can understand.

9. Courteous: Be polite and respectful in your communication. 

For example, when disagreeing with someone, express your opinion respectfully.

10. Presentation: Pay attention to your body language and tone of voice. 

For example, when giving a speech, maintain eye contact and use gestures to engage your audience.

11. Emotions: Be aware of your emotions and how they might affect your communication. 

For example, when angry, take a moment to calm down before responding.

12. Emphasis: Highlight important points to make them stand out.

For example, when giving a presentation, use emphasis to draw attention to key ideas.

 

Conversational Control

Conversational control refers to how people manage conversations to keep them on track or change the topic. It's like driving a car where you decide when to speed up, slow down, or change direction.

• For example, if you're talking about movies with a friend and they start talking about their favourite actor, you can use conversational control to steer the conversation back to movies by saying something like, "Speaking of movies, have you seen any good ones lately?"
• Another example is in a business meeting. If the discussion veers off topic, the person leading the meeting might use conversational control to bring everyone back to the main agenda by saying, "Let's get back to the main point we were discussing."

Two Aspects of Oral Communication

A. Reflection in Oral Communication:

Reflection in oral communication refers to the ability to think about and analyze one's communication skills and behaviours. It involves evaluating how effectively you are communicating, understanding your strengths and weaknesses, and making adjustments to improve your communication.

• For example, after giving a presentation, you might reflect on how well you organized your thoughts, how you spoke, and how engaged your audience was. If you realize that you tend to speak too quickly, you can reflect on ways to slow down your speech in future presentations to improve clarity and audience comprehension.

B. Empathy in Oral Communication:

Empathy in oral communication refers to the ability to understand and share the feelings of others. It involves listening actively to others, paying attention to their verbal and non-verbal cues, and responding in a way that shows you understand their perspective.

• For example, if a team member expresses frustration during a meeting, you can demonstrate empathy by acknowledging their feelings, asking clarifying questions to understand their perspective better, and offering support or assistance if appropriate. By showing empathy, you can build trust and rapport with others, leading to more effective communication and collaboration.

Effective Listening

• Focus on the Speaker:
  • Pay full attention to the speaker.
  • Avoid distractions like checking your phone or thinking about other things.

• Show Interest:
  • Use non-verbal cues like nodding or maintaining eye contact to show you are listening.
  • Ask relevant questions to clarify or show interest.

• Be Patient:
  • Allow the speaker to finish before responding.
  • Avoid interrupting or finishing their sentences.

• Paraphrase and Summarize:
  • Repeat what you heard in your own words to ensure understanding.
  • Summarize key points to show you are following along.

• Control Your Emotions:
  • Stay calm and composed, even if you disagree with the speaker.
  • Avoid emotional reactions that can hinder understanding.

• Examples of Effective Listening:
• In a team meeting, actively listen to your colleagues' ideas and suggestions without interrupting. Paraphrase their points to confirm your understanding.
• During a class discussion, maintain eye contact with the professor and take notes to show your engagement and understanding of the topic.

Benefits of Effective Listening

• Better understanding of concepts and ideas.
• Improved relationships with colleagues, professors, and clients.
• Enhanced problem-solving and decision-making abilities.
• More effective communication skills are crucial for leadership roles in business.

Principles of Effective Listening

• Pay Attention:
• Focus on the speaker without getting distracted.
• Example: During a lecture, avoid checking your phone and maintain eye contact with the professor.

• Show That You're Listening:
  • Use non-verbal cues like nodding and smiling to show interest.
  • Example: When a classmate is speaking, nod occasionally to show you're following along.

• Provide Feedback:
  • Reflect on what the speaker said to ensure understanding.
  • Example: Repeat back key points to confirm understanding, like saying "So, what you're saying is…"

• Defer Judgment:
  • Avoid interrupting or forming opinions prematurely.
  • Example: Instead of immediately disagreeing with a peer's idea, listen fully before responding.

• Respond Appropriately:
  • Offer feedback that is relevant and considerate.
  • Example: If a team member shares a concern, respond with empathy and understanding.

• Focus on the Message:
  • Listen for the main points and underlying meanings.
  • Example: In a negotiation, listen not just to the words, but also to the tone and context to understand the other party's position.

• Keep an Open Mind:
  • Be receptive to new ideas and perspectives.
  • Example: When brainstorming, listen to all ideas before evaluating them.

• Be Patient:
  • Allow the speaker to express themselves fully before responding.
  • Example: When interviewing a potential hire, listen to their responses without rushing to ask the next question.

• Control Your Emotions:
  • Stay calm and composed, even if the topic is sensitive.
  • Example: In a team meeting, listen to criticisms without becoming defensive.

• Practice Active Listening:
• Engage with the speaker by asking questions and seeking clarification.
• Example: When discussing a case study, ask the presenter to elaborate on key points for better understanding.

Non Verbal Communication

Non-verbal communication is a way of communicating without using words. It includes gestures, facial expressions, body language, posture, tone of voice, and eye contact.

• Gestures: Movements of hands, arms, and fingers that convey meaning.
• Example: Waving goodbye, thumbs up for approval.

• Facial Expressions: Expressions on the face that show emotions.
• Example: Smiling to show happiness, frowning to show sadness.

• Body Language: The way you position your body can convey messages.
• Example: Leaning forward can show interest, and crossing arms can show defensiveness.

• Posture: The way you sit or stand can communicate confidence, openness, or nervousness.
• Example: Sitting up straight can convey attentiveness and confidence.

• The tone of Voice: The way you speak can convey emotions or attitudes.
• Example: Speaking softly can indicate friendliness, but speaking loudly can show anger.

• Eye Contact: The way you look at someone can convey interest, respect, or deceit.
• Example: Maintaining eye contact during a conversation shows attentiveness and respect.

• Space and Distance: Proxemics, or the use of personal space, can convey intimacy or formality.
• Example: Standing close to someone can indicate intimacy while standing far away can indicate formality.

• Touch: The use of touch can convey warmth, empathy, or aggression.
• Example: A pat on the back can show support, and a firm handshake can show confidence.

Understanding and using non-verbal communication effectively can enhance your interpersonal skills, help you build better relationships, and improve your overall communication in the business world.

Written Communication

Written communication is the act of conveying a message through written words. Written communication plays a crucial role in various aspects of business and management.

Principle of Written Communication

• Clarity and Conciseness:
• Explanation: Written communication should be clear and to the point, avoiding unnecessary details.
• Example: A business email requesting a meeting should clearly state the purpose, desired date and time, and any specific agenda items.

• Professional Tone:
• Explanation: Use a professional and respectful tone in all written communication, whether it's an email, report, or memo.
• Example: In a business proposal, maintain a tone that is polite, confident, and persuasive.

• Correct Grammar and Spelling:
• Explanation: Ensure that your written communication is free of grammatical errors and spelling mistakes.
• Example: In a project report, use spell check to catch any spelling errors before submitting it to your professor.

• Audience Awareness:
• Explanation: Tailor your written communication to suit the needs and expectations of your audience.
• Example: When writing a marketing campaign, consider the preferences and demographics of your target audience to make the message more effective.

• Appropriate Format:
• Explanation: Use the appropriate format for the type of written communication you are creating, such as a report, memo, or presentation.
• Example: A business letter should follow the standard format, including the date, recipient's address, salutation, body, and closing.

• Use of Visual Aids:
• Explanation: Incorporate visual aids such as graphs, charts, and images to enhance the clarity and effectiveness of your written communication.
• Example: In a business report, use a graph to illustrate sales trends over the past year.

• Proofreading and Editing:
• Explanation: Always proofread and edit your written communication before finalizing it to ensure accuracy and clarity.
• Example: After drafting an email, take a few minutes to review it for any errors or areas that could be clarified.

• Timeliness:
• Explanation: Ensure that your written communication is delivered on time to meet deadlines and avoid misunderstandings.
• Example: When responding to a customer inquiry, strive to provide a prompt and informative reply.

• Feedback Incorporation:
• Explanation: Be open to feedback and incorporate suggestions to improve the effectiveness of your written communication.
• Example: After submitting a project proposal, consider the feedback provided by your professor and make revisions accordingly.

• Legal and Ethical Considerations:
  • Explanation: Ensure that your written communication complies with legal and ethical standards, such as confidentiality and privacy laws.
  • Example: When writing a company policy, ensure that it adheres to relevant legal regulations and ethical guidelines.

Benefits of Written Communication

• Clarity: Written communication ensures that messages are clear and can be referred back to for clarity.

• Documentation: It provides a record of communication for future reference or legal purposes.

• Precision: Helps in conveying complex information precisely and concisely.
  • Example: Sending an email to confirm meeting details ensures all participants have the same information and can refer back to it if needed.

• Permanence: Messages can be archived and retrieved later for review or reference.
  • Example: A project report documents progress, decisions, and outcomes for future analysis or audits.

• Professionalism: Well-written communication reflects professionalism and attention to detail.
  • Example: A well-crafted business proposal demonstrates professionalism and increases the chances of acceptance.

• Saves time: It can be quicker to convey detailed information in writing than verbally.
  • Example: A detailed instruction manual saves time by providing all necessary information upfront.

3X3 Writing Process

Phase	Steps	Description
Pre-Writing	Understanding the Assignment	Read and analyze the writing task to understand its requirements and objectives.
	Brainstorming	Generate ideas and concepts related to the assignment.
	Research	Gather information and data to support your arguments and analysis.
Writing	Introduction	Introduce the topic and purpose of your writing, providing context for the reader.
	Body Paragraphs	Present your arguments and analysis, supported by evidence and examples.
	Conclusion	Summarize your findings and restate the significance of your analysis.
Post-Writing	Revision	Review and refine your writing for clarity, coherence, and effectiveness.
	Proofreading	Check for grammar, punctuation, and spelling errors.
	Feedback	Seek feedback from peers or instructors to improve your writing.

Pre-Writing Phase:

• Understanding the Assignment: Read and analyze the writing task to grasp its requirements.
• Example: If the assignment is to analyze a case study, understand the key issues and questions to address.

• Brainstorming: Generate ideas and concepts related to the assignment.
• Example: Jot down key points or arguments you want to include in your analysis.

• Research: Gather information and data to support your arguments.
  • Example: Research the industry, company, or topic of the case study to provide context for your analysis.

Writing Phase:

• Introduction: Introduce the topic and purpose of your writing.
• Example: In a case study analysis, briefly summarize the case and state the main problem or question to be addressed.

• Body Paragraphs: Present your arguments and analysis, supported by evidence.
• Example: Discuss each key issue identified in the case study, supported by relevant data and theories.

• Conclusion: Summarize your findings and restate the significance of your analysis.
  • Example: Summarize the main conclusions drawn from your analysis and suggest recommendations for the case.

Post-Writing Phase:

• Revision: Review and refine your writing for clarity, coherence, and effectiveness.
• Example: Edit your analysis to ensure that each argument is well-supported and the writing is clear and concise.

• Proofreading: Check for grammar, punctuation, and spelling errors.
• Example: Read through your analysis carefully to catch any mistakes or typos.

• Feedback: Seek feedback from peers or instructors to improve your writing.
  • Example: Share your analysis with classmates or professors to get their input and suggestions for improvement.

Coherence in Writing

Coherence in writing means that all the parts of your writing work together smoothly to create a clear and logical message. It's like putting together a puzzle where every piece fits perfectly.

• For example, imagine you're writing a business report. If your introduction talks about one topic, but your body paragraphs discuss something completely different, your writing lacks coherence. However, if each paragraph builds on the previous one and leads to a strong conclusion, your writing is coherent.

• In simpler terms, coherence is about making sure your writing makes sense and flows well from start to finish, helping your reader understand your ideas easily.

Electronic Writing Process Benefits

• Speed and Efficiency: Electronic writing tools allow for faster typing and editing, saving time compared to handwriting.
• Accessibility and Convenience: Documents can be accessed and edited from anywhere with an internet connection, making collaboration easier.
• Organization and Searchability: Electronic documents can be organized into folders and easily searched for specific content.
• Cost-Effectiveness: Saves money on paper, printing, and storage costs associated with traditional paper-based writing.
• Integration and Compatibility: Can easily integrate with other electronic tools and formats, such as spreadsheets or presentation software.
• Examples:
  • Writing a report using Microsoft Word, which allows for easy editing, formatting, and sharing.
  • Collaborating on a project using Google Docs, where multiple team members can work on the same document simultaneously.

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