Chapter 8 discusses the importance of adapting communication skills to various situations within organizations, highlighting oral communication, body language, and telephone etiquette. It covers different types of communication, including face-to-face interviews, presentations, meetings, and written formats like letters, memos, and reports. The chapter emphasizes the need for preparation, active listening, and clear messaging to enhance effective communication.

1. Communications
in different
situations
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2. The different kind of
communication skill is required as
per the situation and the
functions of the organizations.
Communication takes on different
characteristics as the situation
changes
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3. Oral Communication Situations
Face-to face
Interview
Communication
Telephone Presentation
Public speech Meeting
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4. Body language and
Face-to face paralanguage are fully
Communication effective in this situation. A
great deal of practice is
needed to be able to deal
with encounters with
different kinds of persons.
When we talk to someone
face-t-face, only 7% is
It occurs both in external conveyed by the words we
and internal communication. use, and about 38% is
Being the flow in both ways conveyed by the tone of
the oral communication is
voice. The remaining 55% is
best when it is face-to-face
conveyed by body language
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5. The guidelines for making a call
Telephone are: Plan all comments and questions
with paper and pen on hand, return
the greetings, concentrate, use simple
language, take notes, ask questions,
visualize the speaker, use
conversation cues, listen carefully,
summarize the main points and thank.
We have to make up 55% of c The guidelines for taking a call are:
conveying by using your voice
to make a positive impact. Answer the call promptly, identify
Clarity of speech, clear yourself, smile when you speak, listen
articulation and correct carefully, take responsibility to help,
pronunciation, knowledge of
telephone etiquette are take down message if necessary and
necessary. Consider all aspects keep cool and be patient with a
of paralanguage on non-verbal
communication in order to make
difficult caller.
telephonic talk effective Chapter 8

6. Presentation It is formal, prepared to
talk on a specific topic,
delivered to a
knowledgeable and
interested audience and
It is made to has a face-to-face
internal and as setting. Visual aids are
well as external used to enhance the
audience presentations.
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7. It is followed by
applause rather than by
Public Speech questions from the
audience
It is a face-to-face setting, but the
distance between the speaker and
the audience is great. Its purpose
may be to entertain, to encourage,
to inspire. Feedback is very little
and much depends on the speaker’s
skill in using gestures and using the
microphone.
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8. Interview
It is structured and
characterized by
questions and answer
type of communication
An interview is a meeting at which one person or a panel of
persons discuss a matter with another person or ask
questions of another person, who is the interviewee. In this
situation each assesses the other in order to judge whether
it would be worthwhile to enter into a business relationship
with the other.
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9. Meeting
In meeting each one requires a
special skill
It involves many persons with a chairman
or leader, a fixed agenda, backed by note-
making during the meeting and writing of
minutes, for record, after the meeting. It
requires venue and environment
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10. Written Communication
Many types of documents are required for official
work which are constantly prepared and exchanged
in and between organizations.
Letter Reports
Memo Notice
Minutes
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11. Letter
It is the most widely used
form of written
communication having a
complex layout
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12. Memo
Memorandum is the common form of
communication within the organization
usually called a memo used in many
situations both for one-to-one
communications as well as for giving
information to a group of persons
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13. Notice
A notice is used when many people in the
organization have to be given the same information. It
is the mist common method of mass communication
within the organization. A notice should be short; its
language should be simple, and the type should be
large and well spaced for easy reading. It must
include the points : 1. whom the notice is for 2. the
reason for the notice 3. the details of the event 4.
whom to call for more information?
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14. Report
A report is used for presenting
information. Report writing requires
careful research, collection and analysis
of data, well-organized presentation of
the findings, conclusions,
recommendations and suggestions
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15. Minutes
Minutes are the written record of decisions
taken at a meeting. Different bodies have their
own convention of are recording the
discussion and then decisions. Minutes may
be written by hand or typed and pasted in a
minute book, or typed and filed in a minute
file. Minutes are legal documents
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