The document discusses the importance of verbal communication, emphasizing that it comprises both speaking and listening skills. It outlines types of listening—sympathetic and empathetic—and methods to enhance empathetic listening, alongside effective speaking guidelines involving content organization and delivery. Various storage systems are presented for structuring speech, along with evaluation parameters to improve overall communication effectiveness.

1. “ Verbal Communication.” We may often think that, having good communication skills is all about the ability to speak well….. Or all about “SPEAKING.”

2. We are right…… But only 50% right. Because…. Verbal Communication has another very important part…… “LISTENING”. “ Speaking” + “Listening” = “Verbal Communication.”

3. “ LISTENING.” Most of the successful people I've known are the ones who do more listening than talking. Bernard M. Baruch “ To listen well, is as powerful a means of influence as to talk well, and is as essential to all true conversation ” Chinese Proverbs “ We have two ears and one mouth so that we can listen twice as much as we speak.” Epictetus quotes

4. Kinds of LISTENING… There are different kinds of listening … Appreciative Listening Empathetic Listening Comprehensive Listening Critical Listening Sympathetic Listening.

5. Broadly, LISTENING may be classified into… Sympathetic Listening and Empathetic Listening.

6. Sympathetic LISTENING … In sympathetic listening we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys. In other words there is “sharing” of feelings.

7. Example for sympathetic listening… On your way back from office, you slip and fall and hurt your back. When you reach home your family members “Feel” for you. They “share” your hurt feelings and maybe even shed a tear in sympathy.

8. Empathetic LISTENING … When we listen empathetically , we go beyond sympathy to seek a truer understanding of how others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals. When we are being truly empathetic , we actually acknowledge what they are feeling. In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our empathy in our demeanor towards them, listening sensitively and in a way that encourages self-disclosure

9. Example for empathetic listening … On your way back from office, you slip and fall and hurt your back. You visit your doctor. Your doctor does not share your feelings. He does not reject or trifle your feelings, but on the contrary, he acknowledges your feelings totally and treats you for your injuries. Here, there is no “sharing” of feelings, but acknowledgement of “feelings.”

10. For effective Verbal Communication Skills… We need to develop our skills at Empathetic Listening. How do we do it ??? * First of all, we would need to acquaint ourselves with the parameters that constitute Empathetic Listening while evaluating someone’s speaking skills.

11. Parameters of evaluation… Speed ….number of words per minute. Clarity …if audible & free of distortion. Pronunciation … utterance of speech. Familiarity ...acquaintance with words used. Punctuation …use of various kinds of pauses. Fluency …Able to express easily. Expression …transforming of ideas into words. Content … meaning or substance of speech.

12. Exercise in evaluation… * An exercise in reading is evaluated by the rest of the class. Listeners will evaluate a reader on the given parameters. All parameters carry a maximum of 10 marks except ‘Content’, which carries a maximum of 30 marks. Finally feedback is given for a total of 100 marks, in the PNP format.

13. “ Speaking.” ‘ To speak’ and ‘to speak well’ are two things. A fool may talk, but a wise man speaks. ~Ben Johnson It is better to keep one's mouth shut, and be thought a fool, than to open it and resolve all doubt. ~Abraham Lincoln The words you choose to say something are just as important as the decision to speak. ~Author Unknown

14. Speaking consists of two parts… 1) “What to Speak.” and 2) “How to Speak.”

15. 1) “What to Speak.” Content development: * The first step is Brainstorming. * The next step is to choose a Presentation Format/ Storage System. * The Final step is the Presentation itself.

16. Brain Storming… Individual Brainstorming is the process of you getting your ideas out on paper. The idea is to put down all of / most of your ideas on paper. This has two advantages . 1.It encourages the unrestricted flow of thoughts . 2. It facilitates the strategic or comparative evaluation of your ideas .ie. Once on paper, you have the opportunity of ranking your ideas in terms of importance and efficacy. You may now pit your ideas against one another and choose the best ones.

17. Putting them all together… Now that we know what we are going to speak, we need to put down all our ideas in the most presentable manner . We need a Format as per which we may present these Ideas . We may call it a Presentation / Display Format or a Storage System.

18. Need for Storage Systems … Asked a question, “Do we forget due to nervousness or Do we get nervous due to forgetting?” We may ponder ……. Eg. “What if you had to recite the alphabet in front of an audience?”… “ would you get nervous?” … “Obviously Not!” Or…

19. Why do we get Nervous? Nervousness does not cause as much Forgetting as….. Forgetting causes Nervousness. * One of the main causes of Nervousness is “Forgetting”, or rather, “The Fear of Forgetting”. * In other words, we would not get nervous if we knew for certain that we would not forget…our lines.

20. So, to prevent forgetting, we need … A Good Storage System or A Good Retrieval System…. A Good Storage System or Display Format, also makes it easy for our listeners to understand our Ideas easily. Let us check out a few of these “Filing Systems.”

21. Storage System 1 IBC… Introduction, Body, Conclusion format… 1.Introduce the Topic or what you are going to say. 2. In the Body , add a few Supporting ideas to build further. 3. End with appropriate Conclusion.

22. Storage System 2 WHPI… 1.What … Begin with the End/Conclusion…. 2.How ….How do we support the Conclusion.. 3.Prove It …. Using examples/Case Studies/Statistics. 4.Conclude with… I hope I have been able to…..(use conclusion used in the beginning).

23. Storage System 3 Time Sequence… 1.Start with Reference/Relevance to The Past … 2. Continue with Reference/Relevance to The Present… 3. Project The Future (With Personal Touch).

24. Storage System 4 +ve , -ve, personal touch 1. Introduction with +ve (advantages/strengths). 2. Continue with –ve (disadvantages/weaknesses). 3. Give your Personal opinion based on how you’ve evaluated the +ve and –ve.

25. Now let’s move to the next part of Speaking…. “How to Speak.” “ Speak clearly, if you speak at all; carve every word before you let it fall.” Oliver Wendell Holmes.

26. 2) “How to Speak.” Guidelines … Speed Clarity Punctuation Pronunciation Familiarity Fluency Expression….VnA

27. Speed Speed ….number of words per minute. While Most Indians speak at 170 to 180 wpm, their foreign counterparts speak at 110 to 120 wpm. Slowing down on rate of speech is the first step towards better speech.

28. Clarity Clarity …if audible & free of distortion . Speech should be loud enough to carry to all the listeners. Judge the acoustics of the room. Voice Clarity can be mastered with regular practice.

29. Pronunciation Pronunciation … utterance of speech . Always remember that English is not "phonetic". That means that we do not always say a word the same way that we spell it. Use a Good Dictionary or work with your Trainer to Correct pronunciation.

30. Punctuation Punctuation…use of various kinds of pauses. Pause at Full Stops. Pause at Commas. Pause at Semi colons. Pause at Interjection marks. Pause at Question marks.

31. Familiarity Familiarity...acquaintance with words used. Learning new words… Using known words in new contexts… Understanding contexts and situations before reading again..

32. Fluency Fluency…Able to express easily. Developing Fluency is a matter of having all the other parameters in place. Fluency indicates that a comfortable working ability with the language has been established.

33. Expression ….. VnA Expression…transforming of ideas into words , and also the outward manifestation of a mood or a disposition by way of words. Expression of different feelings with words,word stress, tone, pitch and inflection.

34. For VnA… Follow the Guidelines of the IPA (International Phonetic Alphabet). and other VnA Guidelines.