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