Informal talking, listening, interviewing, conducting/participating in telephone courtesy

1. INFORMAL ORAL
COMMUNICATION
Jocelyn I. Bartolata
Bicol University

2. FORMS
Informal Talking & Listening
Interviewing People
Conducting and Participating in Meetings
Using the Telephone

3. Informal Talking

4. INFORMAL TALKING
Most people talk
reasonably well. But all
of us can improve it if
we know the nature of
talking and its qualities.

5. INFORMAL TALKING
• Think about having no
words to speak. If you
try to express yourself,
you probably become
frustrated.

6. DEFINITION
TALKING IS THE
ORAL
EXPRESSION OF
KNOWLEDGE,
VIEWPOINTS
AND OTHER
EMOTIONS
THROUGH
WORDS.

7. INFORMAL TALKING
BAD SPEAKER GOOD SPEAKER

8. Elements of Good Talking
• VOICE QUALITY
• TALKING STYLE plus PERSONALITY
• WORD CHOICE AND VOCABULARY
• ADAPTATION

9. VOICE
QUALITY
Good voice
quality means
varying the
pitch, changing
delivery speed
and alternating
volume.

10. TALKING STYLE
Talking style refers to how
the three parts of voice
quality – pitch, speed and
volume – blend together.
But more, it means how
well the talker projects his
or her personality through
oral expression. Style
refers to a set of behaviors
that gives uniqueness to an
individual.

11. WORD CHOICE AND
VOCABULARY
By selecting the right
words that create the
mental picture, good
talkers are able to
communicate better and
more quickly. They do so
because they have more
choices available to them.
Thus vocabulary is a critical
factor for good talking.
The larger the vocabulary,
the wider the choices.

12. LISTENING

13. LISTENING
• Poor listening is a major cause of
miscommunication
• Listening involves sensing (ability to pick up
sounds & attentiveness), filtering (giving
meanings to symbols) and remembering
(retention)

14. How to Improve Listening Ability
1. Stop talking
2. Put the speaker at ease
3. Show the talker you want to listen
4. Remove distractions
5. Empathize with the talker

15. How to Improve Listening Ability
6. Be patient
7. Hold your temper
8. Go easy on argument and criticism
9. Ask questions
10.Stop Talking!

16. Reinforcing Non-Verbal
Communication
..Eng3VERBAL AND NON VERBAL
COMMUNICATION.pptx

17. INTERVIEWING PEOPLE

18. INTERVIEWING PEOPLE
As interviewing is a
form of personal
communication,
usually between two
people, it is not a
precise activity – that
is, no hard and fast
rules exist.
Nevertheless, well-
established guidelines
exist and you should
follow them.

19. Guidelines for the Interviewer
• Plan the interview
• Put the interviewee at ease
• Make the purpose clear
• Let the interviewee do most of the talking
• Guide the interview
• Listen
• Keep a record
• End the Interview

20. CONDUCTING AND
PARTICIPATING IN MEETINGS

21. GROUP RELATIONSHIP ROLES
Free template from www.brainybetty.com 21
PARTICIPATION
ENCOURAGER
HARMONIZER/
TENSION RELIEVER
EVALUATOR OF
EMOTIONAL CLIMATE
PRAISE GIVER
EMPHATIC LISTENER

22. DYSFUNCTIONAL GROUP ROLES
Free template from www.brainybetty.com 22
BLOCKER
ATTACKER
RECOGNITION
SEEKER
JOKER
WITHDRAWER

23. Techniques of Conducting Meetings
• Plan the meeting
• Follow the plan
• Move the discussion
• Control those who talk too much
• Encourage participation from those who talk
too little
• Control time
• Summarize at appropriate places

24. HANDLING DISFUNCTIONAL MEMBERS
Free template from www.brainybetty.com 24
1. Lay down the rules in an
opening statement.
2. Seat potentially dysfunctional
members strategically.
3. Avoid direct eye contact
4. Assign dysfunctional members
specific tasks
5. Ask members to speak in a
specific order
6. Interrupt monopolizers
7. Encourage nontalkers
8. Give praise and encouragement

25. TECHNIQUES FOR PARTICIPATING IN
MEETINGS
• Follow the agenda
• Participate
• Do not talk too much

26. USING THE TELEPHONE

27. TECHNIQUES OF COURTESY
• When calling,
immediately introduce
yourself and ask for the
person you want (or
explain your purpose)
This is Dr. Jo Bartolata of the
College of Arts and
Letters. May I speak with
Mr. Ronnel Dioneda?
This is Dr. Jo Bartolata of the
College of Arts and
Letters. I need to follow
up my research proposal.
May I be transferred to
the person in-charge?

28. TECHNIQUES OF COURTESY
• When receiving a call,
identify your company
or office; then offer
assistance.
CAL English Department
Office, may I help you?
College of Arts and
Letters. Dr. Maria Sarte
speaking, may I help
you?

29. TECHNIQUES OF COURTESY
• Avoid offending callers
by giving misleading
comments or asking
misleading questions
Not: Who is calling? I am
sorry but Prof. Bellena is
not in at the moment.
Better: Prof. Bellena is not
in right now. May I give
her your message?
Or: May I tell her who
called?
Or: May I ask her to
return your call?

30. TECHNIQUES OF COURTESY
• Avoid being inconsiderate
by placing callers on hold.
Let the callers choose, and
check on the hold status.
Dr. Sarte is on another
line. Can I put you on
hold?
Dr. Sarte is on with a client
at the moment. Would
you like me to put you
on hold?

31. TECHNIQUES OF COURTESY
Be courteous and honest
when screening calls
• The Director is busy at
the moment. May I
refer you to his assistant
instead?
• The Dean is at a
meeting right now. Can
you please call at 3:00
pm?
• Or: Can I ask her to give
you a callback?

32. END