Unit 2

Oral communication: What is oral Communication – principles of successful oral

communication –what is conversation control – reflection and empathy: two sides of
effective oral communication – effective listening – non – verbal communication. Written
communication: Purpose of writing – clarity in writing – principles of effective writing –
approaching the writing process systematically: The 3X3 writing process for business
communication: Pre writing – Writing – Revising – Specific writing features – coherence –
electronic writing process.

Oral communication is how we share information, thoughts, and ideas using spoken words.
It's a basic way people communicate and is used in many areas of life, including personal
conversations, work situations, and social gatherings.

Key Features of Oral Communication

1. Immediate Feedback: In oral communication, you can get instant reactions from
others. This helps everyone clarify or change their messages right away if needed.
2. Non-Verbal Cues: Besides words, oral communication includes body language, facial
expressions, gestures, and tone of voice. These non-verbal signals add extra meaning
to what is being said.
3. Interactive and Dynamic: Oral communication often involves a two-way exchange.
This means speakers and listeners can ask questions and discuss ideas freely.
4. Adaptability: Speakers can change their message based on how the audience is
reacting or understanding it. This is especially useful when talking to different groups
of people.
5. Emotional Impact: The way something is said—like the tone or emotion in a voice—
can affect how the message is received. This adds depth to the conversation.
6. Spontaneity: Many oral interactions happen spontaneously, like casual
conversations. This requires quick thinking and the ability to respond on the spot.

Examples of Oral Communication

 Face-to-Face Conversations: Casual talks between individuals or small groups in
person.
 Meetings and Presentations: Formal gatherings where people share information and
make decisions together.
 Phone Calls: Conversations over the phone that can be personal or work-related.
 Video Conferencing: Virtual meetings using platforms like Zoom or Skype, allowing
real-time discussions from different locations.
 Public Speaking: Giving speeches or presentations to an audience, whether small or
large.
 Interviews: Conversations used to assess job candidates or share information with
the public.
 Casual Conversations: Informal chats among friends, family, or acquaintances.
Importance of Effective Oral Communication
Being good at oral communication is essential in many parts of life, including relationships,
education, work, and community activities. It involves being clear, listening actively, showing
empathy, and being flexible to make sure messages are understood correctly by others.

Principles for Successful Oral Communication:

Successful oral communication is important in both personal and professional situations. It
helps you share information clearly, build relationships, and make sure your message is
understood. Here are some key principles to remember for effective oral communication:
1. Clarity - Make sure your message is clear. Use simple language and avoid complicated
words or technical terms that your audience might not know. Be direct and get to the main
point quickly.
2. Conciseness - Keep your message short and to the point. Avoid adding unnecessary details
that can confuse your audience. Focus on the key points you want to share and organize
them logically.
3. Active Listening - Good communication is a two-way process. Pay attention to how your
audience responds and reacts. This will help you adjust your message to make sure they
understand it.
4. Non-Verbal Communication - Your body language, facial expressions, gestures, and tone of
voice are very important in oral communication. Maintain eye contact, use appropriate facial
expressions, and use gestures to highlight important points.
5. Empathy - Think about your audience's perspective. Understand their needs, concerns,
and how much they know about the topic. Tailor your message to make it relevant and
relatable to them.
6. Feedback - Encourage your audience to ask questions and give feedback. This helps clarify
any doubts and shows that you want to engage with them.
7. Preparation - Know your topic well before speaking. Prepare in advance, organize your
thoughts, and think about possible questions or concerns from your audience.
8. Adaptability - Be flexible in how you communicate. Change your approach based on what
your audience needs, prefers, or understands.
9. Confidence - Speak with confidence in your message. This doesn’t mean being arrogant; it
means expressing your ideas with assurance.
10. Appropriate Language and Tone - Adjust your language and tone based on the situation
and audience. For example, the way you speak to colleagues may differ from how you
address a formal gathering.
11. Avoid Assumptions - Don’t assume that everyone knows as much as you do about a
topic. Provide enough background information so everyone can follow along.
12. Stay on Topic - Stay focused on the main points of your message and avoid going off on
unrelated topics to prevent confusing your audience.
13. Use Visual Aids - Visual aids like slides or charts can help make your message clearer, but
use them wisely so they support what you're saying rather than distract from it.
14. Practice and Rehearse - Practice what you want to say before the actual conversation or
presentation. This will help you feel more comfortable with the material and reduce
mistakes.
15. Follow-Up - After the conversation or presentation, follow up if needed. This could mean
answering any remaining questions or sharing additional resources related to the topic.
What is conversation control?
“Conversation problems” is a broad term that refers to various challenges people might face
when talking with others. These issues can come from different factors, such as
communication styles, social skills, cultural differences, or specific situations. Here are some
common conversation problems:

Common Conversation Problems

1. Lack of Active Listening: Some people have trouble really listening to others. They
might interrupt, not pay attention, or be distracted by their own thoughts.
2. Difficulty in Expressing Ideas: Some individuals find it hard to clearly share their
thoughts, which can lead to misunderstandings or confusion.
3. Overwhelming Nervousness: Feeling nervous or anxious can make it hard to
communicate effectively. This might show up as stuttering, sweating, or a racing
heart, making conversations uncomfortable.
4. Trouble Maintaining Eye Contact: Avoiding eye contact can seem like a lack of
interest or confidence. Some people struggle to keep eye contact during
conversations.
5. Inappropriate Non-Verbal Cues: Body language and facial expressions can send
unintended messages. For example, crossing arms might look defensive, while too
much fidgeting could suggest anxiety.
6. Difficulty Starting or Ending Conversations: Some individuals find it hard to begin a
conversation or know how to end it smoothly.
7. Monologuing: Some people dominate conversations by talking too much without
letting others contribute. This can make listeners lose interest.
8. Lack of Awareness of Social Cues: Not noticing social cues—like when it’s time to
speak or when someone wants to end the conversation—can lead to awkward
moments.
9. Cultural Misunderstandings: Different cultures have unique ways of communicating.
Not understanding these differences can cause confusion.
10. Difficulty Handling Conflict: Some individuals struggle with disagreements in
conversations, which can lead to arguments or avoidance.
11. Using Inappropriate Language or Tone: Using rude language or an aggressive tone
can strain relationships and create misunderstandings.
12. Failing to Adapt to the Audience: Not adjusting your communication style to fit the
audience's needs or knowledge level can lead to ineffective communication.
13. Not Asking Questions: Not asking questions or failing to engage in a two-way
conversation can make the interaction feel one-sided.
14. Lack of Confidence: Low self-esteem can make it hard for someone to communicate
effectively because they may doubt their ideas or fear judgment from others.
15. Ignoring Feedback: Some people may not be open to feedback or may struggle to use
it to improve their communication style.

Seeking Help for Conversation Problems

It's important to remember that everyone faces some of these challenges at times. However,
if any of these issues persist and significantly affect someone's ability to communicate,
seeking support can be helpful. This might include self-help strategies, communication
training, or even professional counselling in some cases.

Reflection and Empathy: Two sides of effective oral communication

The Importance of Reflection and Empathy in Oral Communication

Reflection and empathy are two key parts of effective oral communication. They help create
a lively and responsive interaction, making it easier for people to understand and connect
with each other. Here’s how they contribute to successful communication:

Reflection Definition: Reflection means repeating back the thoughts, feelings, or

information that the speaker has shared. It shows that you are really listening and trying to
understand their point of view.

Benefits:
 Shows Active Listening: It demonstrates that you are genuinely interested in what the
speaker is saying.
 Encourages Clarification: It gives the speaker a chance to explain or expand on their
thoughts.
 Affirms Feelings: It validates the speaker’s emotions and experiences.
Examples:
 “So, if I understand correctly, you’re saying…”
 “It sounds like you’re feeling…”

Use in Practice:
 During a conversation, take time to summarize or rephrase what the speaker has said
to make sure you both understand each other.
 Reflect not just information but also emotions. For example, say, “You seem really
excited about this project.”

Empathy
Definition: Empathy is the ability to understand and share someone else's feelings. It goes
beyond just reflecting words; it means connecting with the speaker on an emotional level.

Benefits:
 Builds Trust: It helps create a sense of trust and connection between people.
 Validates Emotions: It acknowledges the speaker’s feelings and experiences.
 Encourages Openness: It promotes honest and open communication.

Examples:
 “I can imagine how frustrating that must be for you.”
 “I’m really sorry to hear that you’re going through this.”

Use in Practice:
 Recognize and validate how the speaker feels. For example, say, “It sounds like you’re
feeling really disappointed about the outcome.”
  Avoid downplaying or ignoring their feelings. Instead, offer support and
understanding.

Combining Reflection and Empathy

Good communicators often use both reflection and empathy together. For example, you
might reflect what someone has said by saying, “It sounds like you’re feeling overwhelmed
with the workload,” and then show empathy by adding, “I can understand how that would
be really challenging. “This combination creates a supportive environment where the
speaker feels heard and understood.

Being Genuine
It’s important to be sincere when reflecting and showing empathy. People can sense
authenticity, which strengthens connections between communicators.

Active Engagement
Both reflection and empathy require active engagement. This means paying close attention
to what is being said, as well as non-verbal cues like body language. By using reflection and
empathy in your communication style, you show a real interest in understanding others. This
leads to more meaningful conversations, which are valuable not only in personal
relationships but also in professional settings where good communication is essential for
teamwork and success.

Effective Listening: Non Verbal Communication

Effective listening is about more than just hearing words; it also involves understanding non-
verbal cues.

Non-verbal communication can reveal a lot about a speaker’s feelings, intentions, and
overall message. Here are some important aspects of non-verbal communication that can
help you listen better:

Key Aspects of Non-Verbal Communication

1. Body Language:
 Posture: Notice how the speaker is sitting or standing. Are they leaning
forward (showing interest) or leaning back (possibly showing disinterest or
defensiveness)?
 Gestures: Look for hand movements, facial expressions, and other gestures
that add meaning to their words.
 Facial Expressions: The face shows many emotions. Pay attention to smiles,
frowns, raised eyebrows, or furrowed brows.
2. Eye Contact:
 The amount of eye contact can show how engaged and confident the speaker
is. Direct eye contact often means they are sincere and paying attention.
3. Tone of Voice:
 How something is said can be just as important as what is said. Listen for
changes in pitch, volume, speed, and emphasis. For example, a sarcastic tone
might mean the speaker doesn’t really mean what they’re saying.
 4. Proximity:
 The distance between you and the speaker can show their comfort level and
relationship with you. For instance, someone standing close may want to
create intimacy, while someone far away might need more personal space.
5. Mirroring and Matching:
 Good listeners often unconsciously mimic the body language of the speaker.
This can show empathy and connection but should be done subtly—not in an
obvious or exaggerated way.
6. Emotional Cues:
 Non-verbal signals like tears, smiles, or tense body language can give clues
about the speaker’s emotions. It’s important to respond with understanding
and care.
7. Listening Environment:
 The setting can affect non-verbal communication. For example, a noisy or
crowded room might make it harder for the speaker to feel heard.
8. Cultural Considerations:
 Different cultures have different meanings for non-verbal cues. Being aware
of these differences can help avoid misunderstandings.
9. Avoiding Distractions:
 Good listeners minimize distractions and focus on the speaker. This shows
respect and indicates that you value what they are saying.
10. Feedback and Validation:
 Using non-verbal signals like nodding, smiling, or other facial expressions can
show that you are engaged and encouraging the speaker.

Written Communication: Purpose and Clarity

Written communication is a powerful tool for conveying information, expressing ideas, and
building relationships. Two fundamental principles that underlie effective written
communication are purpose and clarity.
1. Purpose:
 Definition: Understanding the purpose of your written communication is
crucial. It answers the question: What do you want to achieve with this
message or document?
 Importance:
 Clarity of purpose guides the content, tone, and structure of your
written communication.
 It helps you tailor your message to meet the specific needs and
expectations of your audience.
 Examples of Purposes:
 Inform: Providing information or updates.
 Persuade: Convincing the reader to take a specific action or adopt a
particular viewpoint.
 Instruct: Giving clear directions or guidance.
 Entertain: Engaging the reader for enjoyment or relaxation.
 How to Ensure Clarity of Purpose:
  Define your objective before you start writing.
 Consider what the reader needs to know or do after reading your
communication.
 Keep the purpose in mind throughout the writing process.

2. Clarity:
 Definition: Clarity in written communication means that your message is easy
to understand, free from ambiguity, and effectively conveys your intended
meaning.
 Importance:
 Clear communication prevents misunderstandings and
misinterpretations.
 It enhances the credibility and professionalism of the writer.
 It saves time for both the writer and the reader.
 Elements of Clarity:
 Clear Language: Use simple, straightforward language. Avoid jargon or
technical terms that may be unfamiliar to your audience.
 Organized Structure: Arrange your content logically, using headings,
subheadings, bullet points, or paragraphs to guide the reader through
the information.
 Consistent Tone and Style: Maintain a consistent tone and style
throughout the communication to provide a cohesive reading
experience.
 Avoid Ambiguity: Be precise and specific in your wording. Avoid vague
or open-ended statements.
 Consider the Audience: Tailor your communication to the knowledge
level and background of your audience.
 Proofreading and Editing: Review your written communication for
errors, typos, and clarity issues. Ensure that it reads smoothly and
effectively.
 Examples of Lack of Clarity:
 Using complex or technical language without explanation.
 Providing information in a disorganized or haphazard manner.
 Using ambiguous terms or vague language that could be interpreted in
multiple ways.
 How to Achieve Clarity:
 Put yourself in the reader’s shoes and consider what information they
need and how it should be presented.
 Seek feedback from others to ensure your message is clear and easily
understood.

Steps for Effective Writing

Taking a systematic approach to writing is important for creating clear and effective
written communication. Here are some simple principles and steps to follow for
better writing:
1. Define Your Purpose and Audience
 Understand Why You Are Writing: Know if you are writing to inform, persuade, or
entertain.
 Identify Your Audience: Think about who will read your writing. This helps you tailor
your message to their needs.
2. Plan and Outline
 Organize Your Thoughts: Before you start writing, create an outline with your main
points and supporting details. This gives your writing structure and direction.
3. Research (if Necessary)
 Gather Information: Find reliable sources to support your ideas or provide
background information. Remember to note where you got your information for
citations.
4. Clarity and Conciseness
 Use Clear Language: Write in a straightforward way. Avoid jargon, complicated
sentences, or vague terms. Get straight to the point without unnecessary words.
5. Grammar, Punctuation, and Spelling
 Check for Errors: Make sure your writing is grammatically correct, well-punctuated,
and free of spelling mistakes. Errors can weaken your message and credibility.
6. Use Active Voice
 Prefer Active Voice: Writing in active voice makes your sentences clearer and more
engaging than passive voice.
7. Maintain Consistency
 Be Consistent: Keep the same tone, style, and formatting throughout your writing for
a smooth reading experience.
8. Engage the Reader
 Capture Attention: Start strong to grab the reader’s interest and keep them engaged
throughout your piece. Use hooks, stories, or questions to draw them in.
9. Provide Evidence and Examples
 Support Your Ideas: Use relevant evidence, examples, or data to back up your
arguments. This adds credibility to your writing.
10. Revise and Edit
 Revise Your Draft: Go through your writing for clarity and flow. Check that ideas
connect logically and that transitions between points are smooth.
 Edit for Errors: Look for grammar, punctuation, and spelling mistakes.
11. Seek Feedback
 Get Another Opinion: If possible, ask someone else to read your work. They may
spot areas that need improvement that you missed.
12. Formatting and Presentation
 Make It Visually Appealing: Use headings, subheadings, bullet points, and other
formatting tools to make your document easy to read.
13. Proofread Carefully
 Final Check: Read through your final draft one last time to catch any remaining
errors. Take your time with this step.
14. Take Breaks
 Step Away if Needed: Taking breaks during the writing process can help you return
with fresh eyes to spot mistakes or areas that need improvement.
15. Use a Writing Checklist
  Create a Checklist: Make a list of elements you want to review in your writing. This
can guide you during the editing process.

The 3×3 Writing Process for Business Communication : Pre Writing – Writing - Revising

The 3×3 writing process is a clear method for writing business documents. It includes three
main stages: Pre-writing, Writing, and Revising. Each stage has specific goals and tasks that
help you create effective business communication. Let’s look at each stage in detail:

1. Pre-Writing
Objective: This stage is all about planning and getting ready to write. It helps you understand
your purpose, audience, and main message.
Tasks:
 Define Purpose and Objectives: Know why you are writing and what you want to
achieve with the document (e.g., to inform, persuade, or request something).
 Identify Audience: Figure out who will read your document. Think about their
knowledge level, interests, and needs.
 Gather Information: Research and collect the necessary data, facts, or materials that
you want to include in your document.
 Organize and Outline: Create a structure for your document. Outline the main
points, sub-points, and supporting details.
 Consider Tone and Style: Choose a tone and style that fit the purpose of your
communication and what your audience expects.

2. Writing
Objective: In this stage, you write down your thoughts and ideas based on the outline you
created during the pre-writing stage.
Tasks:
 Introduction: Start with a clear introduction that explains the purpose of your
document.
 Body: Present your main points and supporting details logically. Each paragraph
should focus on one main idea.
 Conclusion: Summarize the key points and restate the main message. End with a
strong closing statement.
 Use Clear and Concise Language: Write in a way that is easy to understand. Avoid
using jargon or overly complicated words.
 Cite Sources (if applicable): Give proper credit for any data, quotes, or information
that comes from other sources.

3. Revising
Objective: This stage involves reviewing and improving your first draft to make it clearer,
more coherent, and more effective.
Tasks:
 Check for Clarity and Coherence: Make sure the document flows well and that ideas
connect smoothly.
  Edit for Grammar and Mechanics: Correct any grammar, punctuation, or spelling
mistakes. Ensure sentences are structured properly.
 Review for Consistency: Check that the tone, style, and formatting are consistent
throughout the document.
 Verify Facts and Data: Double-check that any data or statistics presented are
accurate.
 Seek Feedback (optional): If possible, ask someone else to read your document for a
fresh perspective and to catch any mistakes you might have missed.

Specific Writing Features: Coherence, Electronic Writing Process

1. Coherence
Definition: Coherence means that the ideas in your writing are connected logically and
clearly. It helps the content flow smoothly, making it easy for the reader to follow your
thoughts.

Key Features of Coherence

 Logical Organization: Ideas should be arranged in a clear order, with a natural
progression from one point to the next.
 Transitions: Use transitional words and phrases (like "however," "furthermore," and
"therefore") to guide the reader through the text and show how ideas relate to each
other.
 Relevance: Every sentence and paragraph should relate directly to the main topic.
Remove any information that doesn’t fit.
 Consistent Point of View: Keep the same perspective (like first person or third
person) throughout your writing.
 Parallelism: Use similar grammatical structures for related ideas, which helps with
clarity and makes reading easier.
 Topic Sentences: Start each paragraph with a topic sentence that introduces its main
idea.
 Use of Supporting Details: Provide relevant examples, evidence, and explanations to
back up your key points.

Importance of Coherence
 Makes it easier for readers to understand your message and follow your ideas.
 Improves the overall readability of your text.
 Enhances your credibility and professionalism as a writer.

2. Electronic Writing Process

Definition: The electronic writing process involves the steps for creating, editing, formatting,
and sharing written content using digital tools and technologies.

Key Features of the Electronic Writing Process

 Word Processing Software: Use programs like Microsoft Word or Google Docs to
write and format documents electronically.
  Editing Tools: Take advantage of features like spell check and grammar check to
improve your writing.
 Collaborative Capabilities: Allow multiple users to work on a document at the same
time, enabling real-time collaboration and feedback.
 Revision History: Keep track of changes made to a document over time, making it
easy to review and restore earlier versions if needed.
 Accessibility Features: Use tools that make documents accessible for people with
disabilities, such as screen readers for visually impaired users.
 Hyperlinks and Multimedia: Add links, images, videos, and other multimedia
elements to enhance your content and provide more context.
 Electronic Distribution: Share documents electronically through email, cloud storage,
or online platforms.

Importance of the Electronic Writing Process

 Increases efficiency by providing powerful editing and formatting tools.
 Facilitates teamwork by allowing easy sharing and editing of documents among team
members.
 Makes it simple to store, retrieve, and distribute written content using digital
platforms.