For Your Information

1. What is public speaking in business communication?
Public speaking is, simply, an oral presentation or speech
delivered to a live audience. It is generally a formal or staged
event—although impromptu speeches are a common
occurrence—and can be a defining career moment. Public
speaking, also called oration or oratory, is the process of
communicating information to a live audience. The type of
information communicated is deliberately structured to inform,
persuade, and entertain.
To make it simpler to understand, public communication
happens when a person stands in front of the audience and
engages in dialogue to deliver a message. Public communication
requires: a public speaker - the person who talks and shares the
information; and gives the presentation.
In public speaking, a speaker attempts to move an audience by
advocating for a purposeful message—through informing,
persuading, or entertaining—in a particular context. In almost all
cases, the speaker is the focus of attention for a specific amount
of time. There may be some back-and-forth interaction, such as
questions and answers with the audience, but the speaker
usually holds the responsibility to direct that interaction either
during or after the prepared speech has concluded. As the focus,
speakers deliver sound arguments in a well-organized manner.
Historically, public speaking was a face-to-face process, but
public speaking can now be delivered and viewed digitally.
Broken down, public speaking includes these basic components:
 The sharing of a well-organized, well-supported, message
from a designated speaker to an audience;
 In a context;
 Generally prepared;
 With purposes ranging from informative to persuasive to
entertaining.
A speaker often feels strongly that the audience would benefit
from the message presented. After all, public speaking is
purposeful, so giving a speech is the process of providing a group
of people with information that is useful and relevant. It may
sound like a simple process, but it requires keen delivery –
including attention to verbal and nonverbal skills – argument
creation, research, and rehearsal to create a captivating
experience for your audience. Public speaking is more than a
message, it’s an experience.
What is Oral Communication?
Oral communication is the process of verbally transmitting
information and ideas from one individual or group to another.
Oral communication can be either formal or informal. Examples
of informal oral communication include Face-to-face
conversations. Telephone conversations.
What are examples of oral communication?
Oral communication is the verbal transmission of information
and ideas used regularly in many different fields. For example, a
student may deliver an oral presentation to their peers, while
making use of visual aids to build upon their speaking and
presentation skills. In the corporate world, a manager may hold
a formal face-to-face meeting with their employees to discuss
new objectives or conduct informal verbal reviews of
performance and other information. Speaking is the main
component of oral communication, but eye contact and body

2. language also play an important role in delivering an effective
verbal exchange of ideas.
Why is oral communication important?
Oral communication is used in both academic and business
settings because they are important skills for both students and
employees to possess. They are first learned in a school setting
and built upon throughout the career of an individual. Oral
communication leads to increased productivity in the workplace,
higher job satisfaction, improved relationships between peers,
and reduced conflict overall. Employers also seek candidates with
strong oral communication skills to deliver innovative ideas and
advance the objectives of the organization.
What are the two types of oral communication?
Oral communication relates to the verbal exchange of
information or ideas from one person or group to another. They
can be used either formally or informally. Formal oral
communication takes place during presentations at business
meetings, classroom lectures, political speeches, or speeches at
ceremonies. Informal oral communication may take place
anywhere within an organization, such as during face-to-face
conversations, through telephone conversations, or during
regular conversations at business meetings.
What are the advantages of oral communication?
Oral communication is advantageous in many academic and
business settings for a few reasons. Primarily, they establish a
more personal and relational communication between the
sender and receiver, and they are typically less formal than
written communication, meaning that they are more
approachable to an audience. Oral communication is also
flexible, being able to adapt to change quickly and respond to
problems more quickly than written communication. Oral
communication may be disadvantageous on some occasions,
however, such as when an event needs to be documented in
detail (written communication would be more effective).
Conducting and Participating in Meetings
The meeting should begin on time. State the objective of the
meeting in the very beginning so that all are clear with the
purpose of the meeting. Give a brief introduction of the
members/participants so that all are familiar. Circulate notes and
handouts.
What is participating in a meeting?
Participation, in a meeting context, describes a cooperative
effort to give input, make decisions, resolve issues, and assign
actions together.
What is Meeting Participation?
Participation, in a meeting context, describes a cooperative
effort to give input, make decisions, resolve issues, and assign
actions together. Meeting facilitators are trained to encourage
participation from everyone attending the meeting in order to
foster each individual's commitment to the team's objectives
and make the meeting more enjoyable. While facilitation and
the appropriate meeting structure can increase participation, it
is ultimately the individual attendee's responsibility to make

3. sure he or she participates effectively. Lack of participation from
one or more attendees is considered a meeting dysfunction.
What does conducting a meeting mean?
The word conduct means to guide, to lead, to direct, to escort, to
convey, etc. A meeting has to be conducted.
What are the steps in conducting a meeting?
7 Step Meeting Process
1. Clarify Aim/Purpose.
2. Assign Roles.
3. Review Agenda.
4. Work through Agenda.
5. Review meeting record.
6. Plan Next Steps and Next Agenda.
7. Evaluate.
Conducting a Meeting, Meaning:
The word conduct means to guide, to lead, to direct, to escort, to
convey, etc. A meeting has to be conducted. It means that the
participants in a meeting have to be guided or directed in such a
way that they can hold the discussions peacefully, each getting
the opportunity to express his opinion, and decisions are arrived
at democratically through free voting and at the same time all the
formalities are being observed so that the meeting becomes
valid.
Importance:
Unless there is proper direction or guidance, a meeting may turn
into chaos and no decisions can be arrived at. As a result, the
purpose of the meeting is lost. Further, for lack of proper
direction and guidance certain formalities may not be observed
so that the validity of the meeting is affected.
In that case, the decisions taken at a meeting shall not be binding.
Whatever may be the kind of the meeting, whether public or
private, it shall have to be properly conducted. After the notice
has been issued, the question of conducting the meeting arises
when the meeting is actually held.
The secretary has the responsibility to arrange a meeting by
issuing notice and making other arrangements. At the time of
holding the meeting the responsibility to conduct it lies on the
chairman. No meeting can be held without a chairman. It is the
duty of the secretary to assist the chairman in every respect so
that he can conduct the meeting successfully.
Generally, the chairman of an organization conducts all the
different types of meetings of the organization or there can be
separate chairmen for different committees or sub-committees.
If there is no such fixed chairman, a chairman has to be elected
at the meeting. All the participants should cooperate with the

4. chairman so that the meeting can be successfully conducted. The
chairman must be conversant with the rules, customs and
convention related to meetings and then only he can function
properly.
General Rules and Formalities:
For successfully conducting a meeting the following rules and
formalities are to be followed:
Rules:
(1) Order of Business:
The agenda will set out the order of the business. Besides these,
there are certain formalities. There is an accepted convention
with regard to an order of business which has to be followed.
The order is like this:
(a) The name of the chairman is formally proposed and seconded
and then the chairman takes the chair.
(b) The secretary reads out the notice at the request of the
chairman to confirm the notice already circulated.
(c) The secretary reads out letters of good wishes by some
important personalities or of apologies for absence, etc., if any.
(d) The minutes of the previous meeting may be read out by the
secretary at the request of the chairman. Any member may raise
some objection and ask for alteration. The secretary will make
necessary changes with the consent of the meeting. The
chairman shall now confirm the minutes by signing with a date.
(e) The chairman will now raise the matters arising out of the
minutes. It means reports to be placed by the secretary on how
far actions have been taken on the decisions made at the last
meeting or taking up any unfinished matter at the last meeting.
(f) The next step by the chairman will be to take up the new
business according to the agenda, one by one serially.
Discussions will take place and resolutions, will be passed on
them.
(g) When all the items in the agenda have been completed, the
chairman shall enquire whether there is any other business to be
proposed by any member that is within the scope of the meeting.
(h) Lastly, a vote of thanks is offered to the chairman by some
members.
(i) The chairman declares the meeting as closed.
(2) Adjournment:
A meeting may be adjourned without transacting any business
for want of quorum or at any time after it has been in progress,
temporarily or sine die. There are definite procedures for
adjournment.

5. (3) Passing a Resolution:
There are rules which have to be followed, step by step, to pass
a resolution. There are rules also with regard to voting, either by
poll or otherwise. The steps are motion, seconding, amendment
if any, voting, and finally the resolution.
(4) Speaking at a Meeting:
Rules regarding speaking at a meeting are as follows:
(a) One can speak after taking permission from the chairman,
(b) Only one person shall speak at a time,
(c) When the chairman intends to speak, no other person shall
speak.
(d) Generally while speaking one shall rise on his feet. At a
committee or Board meeting, however, one can speak in a sitting
position.
(e) While speaking one shall address the chairman.
(f) The speech shall be relevant and brief.
(g) Once a participant has spoken of a motion, it should not be
withdrawn without the consent of the meeting.
(5) Leaving the Place:
If any participant wants to leave the place of the meeting when
the meeting is in session, he must get permission from the
chairman.
Formalities:
There are certain formalities that are honored at all kinds of
meetings. They are
(1) Observance of Rules:
All the rules related to meetings must be strictly observed. The
validity of a meeting can be challenged if any rule is violated.
The rules for meetings are of three types:
(a) The rules of the organization as found in its Bylaws (in case of
any association, club, public body, etc.) or in the Articles of
Association (in case of a company).
(b) The statutory rules as prescribed in some acts, e.g. the
Companies Act.
(c) Standing Orders or conventional rules as found in Parliament.
Apart from such rules, there are customs and conventions.
Sometimes rules have to be framed at the meeting to meet a
particular situation. The chairman is empowered to give his
‘ruling’ on some controversial matter, which shall be binding on
the meeting.

6. (2) Punctuality:
A meeting must be held punctually at the scheduled time.
(3) Decorum:
Decorum means the quiet and civilized behavior of the
participants. It is said that not only quorum (legally) shall be
present but also decorum (morally).
(4) Mutual Respects
The participants, while speaking, must honor one another’s
respect even though making critical remarks. This is a part of
decorum. No filthy or derogatory words are to be used. Such
words are called ‘unparliamentarily’, i.e. not mentionable at a
meeting.
(5) Supremacy of the Chairman:
A firm belief that the chairman is the supreme authority at the
meeting. His orders or rulings have to be accepted. No-
confidence move against the chairman can, however, be raised.
Why is participating in meetings important?
Meetings provide a valuable forum for a range of different
functions, helping people to share ideas, make decisions, build
team relationships, and even feel less lonely at work.
Using the Phone
Here are some tips we can all use to enhance our telephone
communication skills.
Top 10 Tips for Effective Phone Communication
1. Be Consistent. Have a unified front for answering the
phone. ...
2. Be Prompt. When it comes to phone communication, it's
important to quickly answer calls and not leave customers
ringing. ...
3. Be Upfront. ...
4. Be Clear. ...
5. Be Sure to Listen. ...
6. Be Friendly. ...
7. Be Respectful. ...
8. Be Cheerful.
9. Be Thorough
10.Be Brief
Top 10 Tips for Effective Phone Communication
Phone communication is something of an art. Without
nonverbal body language to help facilitate communication,
phone calls rely entirely upon the tone of voice and information
conveyed. The following tips are meant to help you help your
customer service team master the art of phone communication.
1. Be Consistent:
Have a unified front for answering the phone. Customers
appreciate it. It’s a good idea to always have employees answer

7. the phone following a basic script, such as, ‘Thank you for
calling AW Plumbing. How may I help you today?’
2. Be Prompt:
When it comes to phone communication, it’s important to
quickly answer calls and not leave customers ringing. When you
answer calls promptly, you send the message that you’re a
prompt service that values the time of your customers.
3. Be Upfront:
If you need to put a customer on hold, be sure to communicate
wait times and reasons for them with your customers. Be sure
to ask your customers if they are willing to wait; don’t just
assume they will.
4. Be Clear:
Clear communication is key. Be sure your employees speak
clearly, annunciate well, and are easily understood. A great way
to check is to give your business a call.
5. Be Sure to Listen:
Listening is half the battle when it comes to phone
communication. Phone agents should be ready to listen, with
paper and pen readily accessible at all times.
6. Be Friendly:
A friendly voice sets a customer at ease. Be sure your phone
agents convey a friendly tone to your callers.
7. Be Respectful:
Regardless of the subject matter, it’s crucial that the phone call
stays respectful at all times. Help your employees come up with
strategies for diffusing and not encouraging disgruntled
customers.
8. Be Cheerful:
Your phone agents should sound happy to be at work and happy
to answer the phone. Nothing puts a customer off quite like a
miserable voice on the other end of the line.
9. Be Thorough:
It’s important to not rush customers off the phone before an
issue is resolved. Before a call ends, have your phone agents ask
your customers if they’ve gotten the answer to their questions
or if they need more assistance.
10. Be Brief
Customer service agents should be as brief as possible in
explaining something to a customer. A long story, or personal
details, can confuse or throw a customer off. Be sure your
customer service agents stay focused and on point.
Listening
What is listening in business communication?
Listening is the ability to accurately receive and interpret
messages in the communication process. • Listening is key to all
effective communication, without the ability to listen effectively
messages are easily misunderstood. • Listening is one of the most
important skills you can have.
What is the communication of listening?/ What are Listening
Skills in Communication?
Listening is one of the essential soft skills. It indicates a person's
ability to receive and interpret information in the communication

8. process. Without active listening skills, you won't be able to
receive and interpret the message.
Why is listening important in business communication?
Utilizing good listening skills helps an operation learn how to
serve customers and employees best while fostering a more
favorable environment for all parties. Therefore, it is advisable to
understand the importance of listening skills in all business
communications.
Importance of Listening Skills in Communication
Listening skills are a vital part of good communication. If you
have good communication skills, you can start to improve
relationships in the workplace as well as in society. Also, you will
be able to make decisions more effectively and reach a quicker
agreement with others. Here are 7 reasons why listening skills are
essential:
1. Reduces Misunderstandings:
Poor communication always results in misunderstandings. And,
poor communication arises from poor listening skills. People end
up assuming things and misunderstanding each other if they do
not share their side of the story or listen to others actively. So,
it’s easy to mishear something or misinterpret information. Such
misunderstanding can gradually keep increasing if the listening
skills in communication are not improved.
2. Builds Empathy:
Empathy is essential to effective listening. Therefore, it would be
best if you mirrored the emotions the speaker has. For example,
if the speaker’s face expresses sadness or joy, your facial
expressions and words should also express similar emotions.
Empathy towards the speaker takes concentration and consumes
energy, allowing open communication and establishing
relationships.
3. Limits Judgments:
Listening limits judgments. While actively listening to someone,
your total concentration stays in the conversation. As a result,
you try your best to understand the other person or group of
people and remove judgmental thoughts. You, therefore, listen
to the speaker with an open mind because they are giving you
their perspective. You may realize that the speech makes more
sense as they continue the lecture.
4. Improves Business Relationships:
If you are working in a customer-centric or interactive role,
your communication skills play a big part in your success. Thus,
practicing good listening skills with everyone at the workplace
would benefit your success. You could also build stronger bonds
with your co-workers. As a result, everyone will respect you more
and value you.
5. Increases Productivity:
Whether you’re at work or home, listening is essential to your
success. Good listeners are more likely to store information and
understand what’s being required of them. This is a valuable skill

9. in group projects and meetings. People may think they need to
talk a lot to contribute, but listening is arguably more essential. If
everyone listens to each other, there is less room for
misunderstandings. This increases everyone’s productivity.
6. Enhances Leadership Skills:
Leaders always have good listening skills in
communication. Active listening helps you connect with your
team’s ideas, hear various perspectives, and prevent
miscommunications. In addition, a good team leader ensures
everyone feels respected, which means they all feel listened to.
They always listen to others and help them in every possible way.
7. Providing Feedback
Providing feedback to the speaker can only be achieved through
active listening. The goal of feedback is to send signals to the
speaker to know that you are actively listening. The medium of
feedback can be verbal or non-verbal.
For example, you can use “okay, or I understand it” for verbal
feedback. And for non-verbal feedback, you can nod your head
and other appropriate facial expressions. Writing down what the
speaker is saying also shows your attentiveness.
Nature of Non-verbal Communication
Nonverbal communication includes vocal elements, which are
referred to as paralanguage and include pitch, volume, and rate,
and non-vocal elements, which are usually referred to as body
language and include gestures, facial expressions, and eye
contact, among other things.
What are the features of nonverbal communication?
Nonverbal communication uses multiple channels
simultaneously as opposed to verbal communication, which uses
one. Nonverbal communication is continuous, whereas verbal
communication is distinct. Nonverbal communication can be
both conscious and unconscious; verbal communication is
conscious.
7 Aspects of Nonverbal Communication
1. Facial Expressions. Without a doubt, the most common—
and telling—nonverbal means of communication is
through facial expressions. ...
2. Body Movements. ...
3. Posture. ...
4. Eye Contact. ...
5. Paralanguage. ...
6. Proxemics. ...
7. Physiological Changes.
 Nonverbal communication is a process of generating
meaning using behavior other than words. Nonverbal
communication includes vocal elements, which are
referred to as paralanguage and include pitch, volume,
and rate, and non-vocal elements, which are usually
referred to as body language and include gestures, facial
expressions, and eye contact, among other things.
 Although verbal communication and nonverbal
communication work side by side as part of a larger
language system, there are some important differences

10. between the two. They are processed by different
hemispheres of the brain, non-verbal communication
conveys more emotional and affective meaning than does
verbal communication, nonverbal communication isn’t
governed by an explicit system of rules in the same way
that grammar guides verbal communication, and while
verbal communication is a uniquely human ability, many
creatures including plants, birds, and mammals
communicate nonverbally.
 Nonverbal communication operates on the following
principles: nonverbal communication typically conveys
more meaning than verbal communication, nonverbal
communication is more involuntary than verbal
communication, non-verbal communication is often more
ambiguous than verbal communication, and nonverbal
communication is often more credible than verbal
communication.
 Nonverbal communication serves several functions.
 Nonverbal communication affects verbal communication
in that it can complement, reinforce, substitute, or
contradict verbal messages.
 Nonverbal communication influences others, as it is a key
component of deception and can be used to assert
dominance or to engage in compliance gaining.
 Nonverbal communication regulates conversational flow,
as it provides important cues that signal the beginning and
end of conversational turns and facilitates the beginning
and end of an interaction.
 Nonverbal communication affects relationships, as it is a
primary means through which we communicate emotions,
establish social bonds, and engage in relational
maintenance.
 Nonverbal communication expresses our identities, as
who we are is conveyed through the way we set up our
living and working spaces, the clothes we wear, our
personal presentation, and the tones in our voices.