Mastering Effective Oral Communication and Active Listening

Forms of Oral Communication

• Dialogue: Exchange of information between two or more people.
• Debate: Dialogue in which there is a moderator.
• Report: Exposition of data on an issue or situation. Types:
  • Expositive report: Transmits information only.
  • Analytical report: Assesses the information presented.
  • Persuasive report: Intends to prove specific facts or conclusions.
• Conference: Organized explanation of ideas or knowledge on a topic, including speeches and colloquiums.
• Interview: A series of questions posed to an interviewee to obtain information or opinions.
• Phone calls: Techniques for effective telephone communication include voice use (tone and intonation are crucial to transmit credibility, trust, and kindness), active listening, smiling, speaking slowly, speaking confidently, showing interest, and choosing words carefully.

Listen to Communicate Better

1. Active Listening

The ability to demonstrate to the speaker that you are truly paying attention.

Techniques used for active listening:

1. Listening attitude: Be mentally prepared and do research.
2. Paraphrasing and summarizing: Repeat main ideas.
3. Reinforcing words: Use compliments (e.g., "great," "perfect").
4. Environment: Choose the right place and time.
5. Eye contact: Maintain focus (on the phone, use verbal cues like "I see" or "sure").

2. Show Empathy

Empathy is the ability to take the place of another and share their feelings.

• Verbal communication: Use phrases like "I understand" or "I know why."
• Non-verbal communication: Use gestures like hugs or nodding.

3. Knowing How to Ask

Benefits: The interlocutor feels valued, you obtain new information, identify the speaker's perspective, and guide the conversation.

Types: Open, closed, confirmation, and rhetorical.

4. Improving Feedback and Attracting Attention

Encourage the exchange of information by asking for advice or opinions, or by offering alternatives.

5. Assertive Communication Techniques

To be assertive means to communicate with respect in a direct and honest way.

1. Broken record: Repeat your point of view calmly without arguing.
2. Fogging: Agree with a part of what the other is saying without fully conceding.
3. Assertive postponement: Delay your response until you feel relaxed and able to answer correctly.
4. Assertive agreement: Accept the opinion but not the delivery; acknowledge errors to reduce the critic's hostility.
5. Assertive question: Respond to a critique with a question.