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.

1. Prepared By:
Mr. Japan M Shah
B.Com, LL.B, MBA, CS Inter
www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

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/www.jmsadvisory.in

15.  Tele Conference
 Web Conference
 Voice Message
 Call Back
 Putting Call on Hold
Spoken Communication/Mr. Japan M
Shah/www.jmsadvisory.in

16. Kindly download our Android
Application- “JMS JOBS AND RESUME”
from Google Play Store
www.jmsadvisory.in
Twitter: @japanshah