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L2 Business Speaking Skills

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M VD Nair
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21 views11 pages

L2 Business Speaking Skills

Uploaded by

M VD Nair
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Business Speaking

Skills

Oral communication skills in a business context


Formal and informal business conversations
Telephone etiquette and effective phone communication
Role-plays and simulations for business speaking practice
Oral communication skills in a
business context
• Oral communication skills in a business context refer to the ability to
effectively convey and exchange information, ideas, and messages
through spoken words within a professional setting. These skills are
essential for clear, efficient, and productive communication among
individuals and groups in the business world.
• Strong oral communication skills encompass various aspects,
including:
• Clarity: The capacity to articulate thoughts and ideas clearly and
concisely.
• Active Listening: Actively and attentively listening to others during
conversations, meetings, or presentations.
• Tone and Voice: Adapting one's tone and voice to suit the context and
the audience.
• Nonverbal Communication: Being aware of and effectively using
nonverbal cues such as body language, facial expressions, gestures,
and eye contact.
• Confidence: Demonstrating self-assurance and poise when speaking.
• Adaptability: Adjusting communication style based on the specific
audience or situation.
• Persuasion and Influence: Skillfully persuading and influencing others
through oral communication.
• Presentation Skills: Effectively delivering formal presentations,
including structuring content.
• Conflict Resolution: Using oral communication skills to resolve
conflicts and disagreements.
• Feedback and Coaching: Providing constructive feedback and
coaching.
Formal and informal business
conversations
Formal and informal business conversations serve different purposes
and are appropriate in various contexts within the professional world.

• ACTIVITY ONE (Formal Business Conversations)


• ACTIVITY TWO (Informal Business Conversations)
Telephone etiquette and
effective phone communication
This refers to the set of conventions, behaviors, and practices that
individuals and organizations follow when using telephones for
professional communication. It involves demonstrating politeness,
professionalism, and effective communication skills to ensure
productive and respectful interactions.
Here are some of the key elements:
• Answer Promptly: Always answer the phone within a few rings to
show respect for the caller's time.
• Professional Greeting: When answering, use a professional and
friendly greeting such as "Good morning, [Your Name] speaking" to
identify yourself and your company.
• Clear and Articulate Speech: Speak clearly, slowly, and articulate your
words to ensure the caller can understand you.
• Use Proper Titles: Address the caller using appropriate titles and last
names unless instructed otherwise.
• Ask for Permission: When necessary, ask for permission before placing the
caller on hold or transferring them to another person
• Hold Music: If you have hold music, make sure it's not too loud or
disruptive, and provide periodic updates on the estimated wait time.
• Privacy: Be mindful of sensitive information and avoid discussing
confidential matters in public or open office spaces.
• Call Transfers: If transferring a call, inform the caller of the reason and
provide the necessary information to the person they're being transferred
to.
• Voicemail: Leave a clear and concise voicemail message, including your
name, contact information, and the purpose of your call
Role-plays and simulations for
business speaking practice
Scenario 1

Client Meeting:

• Role 1: Business owner or sales representative


• Role 2: Potential client
• Scenario: Discussing your company's products or services, addressing
client questions and objections, and negotiating terms.
Scenario 2

Conflict Resolution:

• Role 1: Employee with a grievance


• Role 2: HR representative or supervisor
• Scenario: Addressing a workplace conflict, listening to concerns, and
finding a resolution.
Scenario 3

Customer Service Interaction:

Role 1: Customer with a complaint


Role 2: Customer service representative
Scenario: Handling a customer complaint professionally and finding a
resolution.

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