Oral communication in business:
Individual business talk and Interview
Individual business talk.
Interview.
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The First and the most important rule:
is not the one who can talk well,
but the one who can listen
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Three types of communication
depending on the situation, context and
attitude to the partner:
Non-reflexive communication
Reflexive communication
Directive
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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;
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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;
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When ineffective?
- - 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;
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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
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Kinds of RC
- - Clarification;
- - Paraphrasing;
- - Reflection of feelings;
- - Summarizing
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Directive
Is
A reasonable and emotional attitude to the
partner and the situation
Positive directive => openness,
trust, receptivity
Negative directive => criticism,
Reservedness
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Effective Communication => 3 directives
• • Approval;
• • Self-approval;
• • Empathy
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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!
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Three whales which prop the individual
business talk (negotiations)
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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)
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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
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
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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
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Types of interview:
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
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Interview: preparation
- - Mental
- - Environment
- - Material
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Interview: skills
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?
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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?
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Ask Correct Questions:
getting to yes
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
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Some Advice for the Participants:
- - Avoid bias;
- - Show interest;
- - Listen to your feelings;
- - Do not interrupt;
- - Try to encourage;
- - Clarify and summarize
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Conclusions:
- - As in any kind of communication, in
business talks one should “listen” and
“understand”
- - Remember: a person has two ears and
only one tongue!
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