Oral communication in business:

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Oral communication in business:

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Individual business talk and Interview

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Nội dung Text: Oral communication in business:

  1. Individual business talk. Interview. 1 The First and the most important rule: is not the one who can talk well, but the one who can listen 3
  2. Three types of communication depending on the situation, context and attitude to the partner:   Non-reflexive communication   Reflexive communication   Directive 4 Non-reflexive Communication (NCR) Is The skill to remain attentively silent without interrupting the partner with your remarks - - active process; - - physical and psychological attention; - - expresses understanding, approval, support; 5 When effective? the interlocutor shows deep feelings and needs little response - - he is itching to express his viewpoint; - - or discuss burning issues; - - has difficulty to express his problems; - - takes lower position; - - is shy and diffident; 6 When ineffective?
  3. - - the interlocutor shows no wish to talk; - - he mistakenly takes NRC as your agreement to listen and communicate, while you listen to understand; - - he needs more active support or approval; - - his activeness is against your interests; 7 Reflexive Communication (RC) Is a feedback with the interlocutor to check the correctness of understanding - - when there are difficulties in communication: o o multiple meanings of words, terms, concepts; o o “encoded” messages; o o difficulties in self-expression; o o subjective factors 8
  4. Kinds of RC - - Clarification; - - Paraphrasing; - - Reflection of feelings; - - Summarizing 9 Directive Is A reasonable and emotional attitude to the partner and the situation Positive directive => openness, trust, receptivity Negative directive => criticism, Reservedness 10 Effective Communication => 3 directives • • Approval; • • Self-approval; • • Empathy 11
  5. 12 Business talk – A system of expediently arranged ideas and words To influence the interlocutor To change the business situation To create new business relation Main goal => persuade! 13 Three whales which prop the individual business talk (negotiations) 14
  6. Five principles of a business talk 1. 1. Attract the partner’s attention (beginning of the talk) 2. 2. Get him interested (giving the information) 3. 3. Give detailed grounds to your position (argumentation) 4. 4. Eliminate his doubts (neutralization of remarks) 5. 5. Transform his interests into decisions (decision taking) 15 Strategy of a business talk: 1. 1. Do the homework before the talk: a. a. Learn the partner b. b. Create positive setting c. c. Plan and prepare arguments d. d. Think of alternatives 2. 2. Impress your partner a. a. Optimistic directive b. b. Keep yourself tuned to the partner (congruous) c. c. Be YOU-oriented d. d. Be clear and logical e. e. Be polite and correct 3. 3. Control the talk: a. a. Make the beginning and the end the most impressive and positive b. b. Help the partner say “yes” c. c. Help him answer the questions d. d. Concede in small to win in major
  7. e. e. Help the partner keep the face f. f. Use step-by-step decisions LISTEN, LISTEN AND LISTEN 4. 4. Do the homework after the talk 16 An Interview is a meeting of persons for discussion where there is an explicit objective to the conversation, and where one party is responsible for achieving this objective 17 Types of interview:
  8. Selection - - to select the best person; - - to help candidates make decision about the job; Counselling - - to listen to the problems; - - to help to solve them; Grievance - - to enable the person to air complaints Disciplinary - - to inform of, and correct mistakes Appraisal - - to assess performance; - - to identify areas for improvement; - - discuss potential for development; Termination - - to discover a person’s real reason of resigning; - - to secure goodwill; - - to persuade to change one’s mind 18 Interview: preparation - - Mental - - Environment - - Material 19 Interview: skills
  9. What can I do during the interview to stimulate communication but retain control? Am I - - questioning efficiently - - listening and observing - - making statements when necessary - - using summaries - - taking notes - - establishing and maintaining rapport? 20 Interview: follow-up have I taken any action, if there was any agreed on at the close of the interview? If not – when do I need to take actions by? 21 Ask Correct Questions: getting to yes
  10. Open question “Why did you decide to join our company?” Closed “I understand from what you’ve been question saying that you like traveling. Is that right?” Specific “On what day did that accident question happen?” Reflective “I find it difficult to talk with question strangers.” – “Strangers?” Leading “I think it is disgraceful that your question company has closed down, don’t you?” Hypothetical “If your company were to close, what question would you do?” Behavioral “Tell me how you dealt with that tricky question situation?” make up a list of advantages and disadvantages each type of questions gives you at the interview 22 Some Advice for the Participants: - - Avoid bias; - - Show interest; - - Listen to your feelings; - - Do not interrupt; - - Try to encourage; - - Clarify and summarize 23 Conclusions: - - As in any kind of communication, in
  11. business talks one should “listen” and “understand” - - Remember: a person has two ears and only one tongue! 24


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