OP213

• Oral communication

  The exchange of ideas or information by spoken words in a business setting; it can take place between two people or within groups at every level of every kind of organization
• Advantages of oral communication

  • Information can be quickly sent
  • Allows immediate feedback
  • Can use body language/gestures to support message
  • Allow you to give same messages to many people at the same time
• Disadvantages of oral communication

  • A record of message may not be kept
  • In a meeting, some people may not listened
  • Negative body language may create a barrier
  • Face-to-face meetings are not always possible
• Purpose of oral communication

  • To get information we need and give information that others need
  • We use persuasion to influence others to feel certain emotions and attitudes or to do certain things
  • To reduce conflicts, solve problems, make decisions
  • Sell customers and/or deal with their complaints
  • To motivate people
• Presentation

  The modern, business equivalent of the formal lecture, in which one person talks to a group of people about a topic of business interest
• Interview

  A conversation between two or more persons in which the interviewer asks the questions to which the interviewee responds
• Telephone

  The fixed telephone (or landline), mobile telephone and also tablets and computers are vital pieces of equipment in modern businesses
• Suitable for telephone communication

  • Speed is important
  • You need to discuss something with someone and cannot do so in person
  • To discuss documents in details but holding a meeting is impossible
• Unsuitable for telephone communication

  • The subject is highly confidential
  • The subject is complicated and needs to be considered carefully and at some length by the other person
• Receiving a call

  1. Answer promptly with your organization's standard greeting, and identify yourself or your department

  2. Sound pleasant and cheerful and listen carefully

  3. Have a pen and notepad to hand
• Making a call

  1. Check you know the reason for making the call

  2. Write down the information you must give or find out

  3. Introduce yourself and explain why you are calling
• Taking messages

  The message sheets used in offices has the following details of the caller: Caller's name (get the correct spelling), company/department and number, Name of person for whom the message was left, Date and time, Action to be taken, Message in short, Name of the person who received the call