Prepared By:
Mr. Japan M Shah
B.Com, LL.B, MBA, CS Inter
www.jmsadvisory.in
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
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
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
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
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
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
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
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
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
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
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
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
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
Tele Conference
Web Conference
Voice Message
Call Back
Putting Call on Hold
Spoken Communication/Mr. Japan M
Shah/www.jmsadvisory.in
Kindly download our Android
Application- “JMS JOBS AND RESUME”
from Google Play Store
www.jmsadvisory.in
Twitter: @japanshah