BUSINESS COMMUNICATION

1. ORAL
COMMUNICATION
Muhammad Niaz Khan
Communication Skills Module

2. What is Oral Communication?
 Oral Communication is
a mix of verbal,
interpersonal and physical
strategies used to interact
confidently and effectively
with a range of audiences.
Perception
Verbal
Language
Body
Language
Reaction

3. Why do we need this training?
 Personally
 Improve interpersonal performance
 Increase employment options
 Improve professional value
 Professionally
 Staff accomplishments
 Clear communication
 Constructive debate for success

4. What will we cover in this training?
Communication is a multimedia…
A. Develop listening skills
B. Develop speaking skills
C. Non-Verbal Communication
D. Conflict & Communication
E. Communication Etiquettes

5. A* : Hearing VS. Listening
Reasons why we “hear” rather
than “listen”
 Personality Conflicts /
Stereotypes
 Personal Problems
 Pending Work
 Assumption
 Lack of attention
 Lack of time
 Lack of interest

6. Effective Listening
 Clear, non-biased mind
 Focus on client
 Don’t interrupt / over talk
 Pay attention, be interested, ask
relevant questions
 Understand and empathize
 Hear what is said, don’t assume

7. B* : Am I a Public Speaker?
Why do we doubt ourselves?
• Lack of a good self-image
• Career Terror
• Perfectionism
• Panic
• Avoidance
• Trauma

8. Effective Speaking by
3 Cs & 3 Ms of Communication
3 Cs of Communication are:
1. Clear: No second chances, avoid confusion
2. Concise: Time wastage, don’t omit information
3. Consistent: Confuses customers, avoid misinformation

9. Effective Speaking by
3 Cs & 3 Ms of Communication
3 Ms of Communication are:
1. Message: Honest, credible, informative
2. Messagee: Who, What, Why
3. Messenger: Yourself

10. Effective Speaking by
Appropriate Language
Using appropriate words saves half the miscommunication,
confusion, panic and conflict!!
Salesmen are trained in choosing the right words to defuse
a potential tense situation.
My favorite is the airline industry example! 

11. C: The Non-Verbal
Communication
 We say many things before we even say our first word to
our customer...and so do they!
 Punctuality
 Dress Code
 Body Language
 Facial Expression
 Gestures
 Walking Stance

12. D*: Conflict & Communication
5Ws & 1H
Sources of conflict in the workplace…
Who, What, Where, When, Why, How
 Values
 Priorities
 Work Pressure
 Differing Expectations
 Administrative Procedures
 Communication breakdown
 Inadequate Interpersonal Skills

13. Conflict Reactions
5 Primary Reactions to Conflict:
 Competition Win/Lose
 Avoidance Win/Lose
 Accommodation Lose/Lose
 Compromise Win-Lose/Win-Lose
 Collaboration Win-Win/Win-Win

14. A E I O U Approach
Works between employees, peers and
bosses!
 A - Assume the other person means well.
 E - Express your feelings
 I - Identify the desired outcome
 O - state the Outcome
 U - ask for Understanding

15. E* : Communication
Etiquettes
 Several Human and Public Relations’ skills go into
effective communication. Types of disposition that
turn off a customer include:
 Neutral
 Disinterested
 Hostile
 Opposed
 Positive

16. The Encouraging
Communication Etiquette
Key points to encouraging your customer and a happy boss !!
1. Be pleasant
2. Respect; don’t judge!
3. Use people’s names
4. Make them comfortable
5. Introduce yourself & others
6. Ask open-ended questions
7. Be a good listener & engage in conversation
8. DO NOT have a negative, public interaction!!
9. DO NOT criticize publicly!!

17. Summary
 It's Not What's Sent; It's What's Received
 Agreeing on the Meaning of Words
 Getting Confirmation
 Stop, Look and Listen
 Mirroring Body, Energy Levels and Language

18. Thank You
for being such a lovely audience!
I wish you all the best luck
in the future and hope that today’s
session will help enhance your
accomplishments at work and
improve your interpersonal
communications!