Week_1_UTS_ppt.pptx

1. UCS3122 Professional English:
Essential Communication Skills
TOPIC 1: THE ROLES OF ORAL COMMUNICATION

2. LESSON OVERVIEW:
 Essentials of communication
 Goals of communication
 Preparing to communicate orally
 The importance of listening in oral communication
 Recall listening
 Empathic listening

3. ESSENTIALS
OF ORAL COMMUNICATION

4. Communication is the creation or exchange of thoughts,
information, facts, ideas, viewpoints, emotions and
understanding between two or more persons (senders
and receivers).

6. Oral Communication
• Oral communication is the sharing of information between individuals
by using speech.
• In other words, it is the process of expressing information or ideas by
word of mouth (i.e. spoken communication).

7. Oral Communication
• Oral communication is the sharing of information between individuals by using speech.
• In other words, it is the process of expressing information or ideas by word of mouth (i.e. spoken
communication).
Oral
Communication
Direct
conversation
Telephonic
conversation
Interviews
Discussions
Meetings
Speeches
Presentations

8. USE ORAL COMMUNICATION WHEN:
The receiver is not particularly interested in receiving the message
It is important to get feedback from the receiver.
The receiver is too busy or preoccupied to read the message.
The sender wants to persuade or convince the receiver.
Discussion of the issue is needed.
The receiver prefers one-to-one or face-to-face contact.

9. GOALS OF COMMUNICATION

10. providing
information for
use in decision
making
To
inform for a specific
action by the
receiver
To
request in order to
enable receivers
to accomplish
tasks
To
instruct
to reinforce or
change a
receiver’s belief
about a topic
To persuade
to build goodwill
between speaker
and receiver
To build
relationship

11. PREPARING
TO COMMUNICATE
ORALLY

12. 1. Determine the overall purpose
Goals
Structure
Topic
Method
of
delivery

13. 2. Select and limit the subject
Main
topic and
subtopics
Scripting
Review
specific
topics
Consider
experience
and
interest

14. 3. Analyze the audience and the situation
Background Expectations
Attitude Needs
Level of interest

15. 4. Research and gather materials
MATERIALS
specific instances that
illustrate a larger point
Statistics
a collection of
individual examples
delivered as raw
numbers or averages
a direct quotation or
paraphrase of witnesses,
experts or other
informed people

16. • Researching the topics involves collecting supporting material for the specific purpose
and main idea statements.
RESEARCH
TOOLS
computerized and
online catalog can
run book searches
titles, authors, or
subjects
Statistics
A search engine is a
program that selects
through an enormous
index of webpages for
key words or phrases.
face-to-face,
telephone, or
internet
conversations with
experts

17. 5. Create speech outline

18. 6. Select appropriate presentation aids
Presentation
Aids
Content Placement Types
Sight
(visual)
Sound
(audio)

19. 7. Practice before you deliver it

20. IMPORTANCE
OF
LISTENING

21. Understanding is the KEY to communication.
Understanding requires active listening.

23. Importance of
LISTENING
1. Active
Listening
2. Conflict
Resolution
3. Motivation
and
Productivity
4. Perception
Management

24. The Importance of Listening
avoids
interrupting the
speaker
remains
nonjudgmental
shows genuine
interest in the
speaker
focuses his or her
full attention on
the speaker
allows the listener to
understand what’s being
implied and read nonverbal
clues

25. The Importance of Listening
increase
interpersonal
bonding
form a basis for
commitment and trust
turn a disruptive
situation into an
opportunity for
growth

26. The Importance of Listening
The better a manager
understands his
employees the more
effectively he can
motivate employees –
this makes it easier for a
manager to choose
appropriate rewards such
as praise, additional
responsibilities, etc.

27. The Importance of Listening
prevent
misunderstandings
create a
positive
impression
help maintain an
organization’s
reputation
create efficient
working
relationships

28. Recall Listening
Involves a person’s ability to correctly interpret and
remember the content of another person’s message.

29. Recall Listening Process
1.Receiving
hear and process
the message that
another
communicates
2.Attending
involves a
listener’s ability
to focus on the
message
direct his or her
attention toward
it without
distraction
3.Assigning
Meaning
assigning an
interpretation to
it
4.
Remembering
ability to store
and recall the
major themes of
a conversation
for use in later
decision making

30. Involving an
Attitude of
Acceptance
Providing
Feedback

31. 1 6
2
3 4
take time to fully
understand other
points of view
accept what
others have to
say
Avoid:
- Quick assumptions and inferences
- Simplistic evaluations
- Stereotyping other’s appearance, thoughts
or actions
respond positively
to emotions

32. 2. Providing feedback
• Indicates acceptance of the other person involved
• Listeners should provide responses that confirm or reject others.
- accepts the content of the conversation
- accepts the experience or emotion of the person
- acknowledging the validity of the emotions expressed but
denies the content of the communication
- ie: disagreeing or suggesting an alternative course of action
- denies a person’s experiences or feelings

33. Definitions and Examples of Disconfirmation
1. Avoiding
involvement
Verbal or nonverbal distancing tactics,
including avoiding eye contact, turning
away, walking away, etc.
2. Tangential
(indirect) or
irrelevant remarks
Verbal comments that are disconnected
from or only minimally connected to the
first person’s remarks: “The next agenda
item is the conference.”
3. Imperviousness
(inflexibility/resista
nce)
Discrediting others’ feelings: “You don’t
feel that way” (flat denial) or “You can’t
possibly believe that.” (challenging the
right)
4. Disqualification Direct disparagement (criticism) of a
speaker: “That wasn’t a smart thing to
do.”

34. The End