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Spoken communication Skills/ Telephonic Communication Skills/ Communication Skills


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Spoken communication is an important aspect of communication skills. This presentation describes the various ways of spoken communication in business, like communication over the telephone,etc.

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Spoken communication Skills/ Telephonic Communication Skills/ Communication Skills

  1. 1. Prepared By: Mr. Japan M Shah B.Com, LL.B, MBA, CS Inter
  2. 2.  Out of the 4 skills of Communication, Speaking is an important skill  Every manager, employee, team player, entrepreneur, businessman, everyone should be well equipped with this skill  Most of the communication is done by Speaking only..  It is always said, “Bolne se hi baat Banti hai…” Spoken Communication/Mr. Japan M Shah/
  3. 3.  The spoken communication is the primary as well as the easiest way of communication  One can best persuade and individual, share knowledge, give information with the help of Spoken Communication  It is also the only form of communication that can be done with each level of people Spoken Communication/Mr. Japan M Shah/
  4. 4.  Inter personal & Intrapersonal Communication  Perception and Attitude (towards individual, topic, subject, receiver)  Level of Knowledge and Understanding  Environment & Constrains  Body Language  Paralanguage  Emotional Quotient  Manners and Etiquette  Tools for Communication Spoken Communication/Mr. Japan M Shah/
  5. 5.  Telephone  Tele Conferencing  Video Conference  Internet Web Conference  VOIP-Voice over Internet Protocol  Ancient methods of Telepathy, etc. Spoken Communication/Mr. Japan M Shah/
  6. 6.  Most of the spoken communication can start on phone i.e. Telephone  So it is very important to learn the telephone skills properly  The manner and the way we talk to people on phone can be termed as “Telephone Etiquette” Spoken Communication/Mr. Japan M Shah/
  7. 7.  Most of the initial conversation is on phone  The first impression on the call has to be good  The basis screening even in Interview process is a Telephonic Interview  Very important when doing business with a out state client  It describes your courtesy and politeness Spoken Communication/Mr. Japan M Shah/
  8. 8.  Types of Calls- Incoming and Outgoing/ Inbound and Outbound  Parties in Calls- Caller/ Receiver  Objective- Information/ Persuade/ Give Knowledge/ Update  Opening of Call  Conversation  Closing of Call  Voice Message…. Spoken Communication/Mr. Japan M Shah/
  9. 9.  Pick up the Phone Promptly, within 2-3 rings  Always SMILE  Have a decent caller tune  Always introduce yourself-Start with a greeting (Good Morning, Japan Speaking)  If the caller is unknown, learn about his identity (May I know who is calling, May I know who is on the call, etc) Do not be arrogant.  Always be humble in answering  Listen to the caller carefully (use the skills of an effective listener)  Ask politely , if u have not understood the speaker’s message  Always name the speaker with correct pronunciation  Even if the caller is having an harsh tone, u must remain patient  If u are busy, then please inform the caller that u will call back, confirm the contact details  Thank the caller @ the end of the conversation Spoken Communication/Mr. Japan M Shah/
  10. 10.  Do not eat, chew, drink or smoke while u talk on telephone  Never interrupt the caller  If u cannot pick up the phone , send a message stating that u will give a callback.  Do not play with any object while communication  Do not give false facts, if not aware about something  Do not talk while travelling in Bus/Train/Air  Always avoid conversation while Driving  Never lose temper over the phone  Never jump to conclusions  Allow the other to speak  Let the person complete what they want to speak  Never talk on phone while watching Movies, listening to music Spoken Communication/Mr. Japan M Shah/
  11. 11.  Pre-Call Preparation  While calling  Post-Call Preparation  There can be two kinds of Outgoing calls-A. Scheduled Calls and B. Unscheduled Calls  One must be have enough preparation in both the situations Spoken Communication/Mr. Japan M Shah/
  12. 12.  Plan in Advance  Get the correct details of the person you are calling  Prepare a Script  Learn the Person whom u are supposed to call  Be prepared with a piece of paper and a pen/pencil  Be prepared with the information one wants to communicate  Make sure ur phone has enough Battery/Balance and has no disturbance  Rehearse the script  Note down the queries that may arise and the answers to that  Be handy with the references Spoken Communication/Mr. Japan M Shah/
  13. 13.  Always open the call with a Greeting  Introduce  Take the permission  Use simple language (Avoid slang/business jargons)  Always smile  Always ask for the person whom u are calling for  Never give the information to others  Always jot down the important points  Always give the correct information  Ask for doubts if any  Do not refuse to clarify on the doubts  Follow the effective listening skills Spoken Communication/Mr. Japan M Shah/
  14. 14.  Always summarize  Always clarify  Re-address the facts  Take consideration/feedback  Thank Them (Thank you for sparing your precious time)  Give your contact details (in case of any doubt, please call us ……)  Ask for the appropriate time to talk to them Spoken Communication/Mr. Japan M Shah/
  15. 15.  Tele Conference  Web Conference  Voice Message  Call Back  Putting Call on Hold Spoken Communication/Mr. Japan M Shah/
  16. 16. Kindly download our Android Application- “JMS JOBS AND RESUME” from Google Play Store Twitter: @japanshah