Communication Skills - Topic 3

What is Oral Communication?

The process of transmitting information, thoughts, and ideas through spoken words, either formally or informally.

State 3 advantages of Oral Communication over written media.

1. Provides immediate feedback. 2. Offers greater personal connection and warmth. 3. Provides higher flexibility for rapid dispute resolution.

State 3 major disadvantages of Oral Communication.

1. Lacks an automatic permanent written record. 2. Highly subject to distortion/misinterpretation. 3. Words spoken accidentally cannot be unsaid.

Define Active Listening and distinguish it from Hearing.

Hearing is the passive physical reception of sound. Active listening requires full mental concentration, processing, interpreting, and responding to the message.

List the 5 sequential stages of the Listening Process.

1. Receiving 2. Understanding 3. Remembering 4. Evaluating 5. Responding.

What is Psychological Noise or Mental Filtering in listening?

An internal barrier where the receiver selectively filters or tunes out messages due to personal biases, emotions, or preconceived notions.

What are the 6 core principles of conducting an effective interview?

1. Preparation 2. Activation 3. Attention 4. Structure 5. Summary 6. Action.

In an interview, what is the difference between Open and Closed questions?

Closed questions start with verbs and limit answers to 'Yes'/'No' or facts. Open questions invite broad, detailed responses and personal opinions.

What are the two primary documents prepared prior to a Selection Interview?

Job Description (duties and lines of reporting) and Person Specification (required skills, qualifications, and attributes).

What is the primary purpose of an Appraisal Interview?

To evaluate employee performance, set career development goals, address training needs, and foster morale without taking disciplinary action.

List Aristotle’s three core modes of persuasion (Rhetorical Triangle).

1. Ethos (credibility/authority) 2. Pathos (emotional appeal) 3. Logos (logic, data, and evidence).

How does Assertive Communication differ from Aggressive Communication?

Assertiveness expresses one's rights and opinions firmly while respecting others. Aggressiveness enforces opinions by violating or dominating others' rights.

List 4 key non-verbal indicators of Assertive Communication.

1. Steady, direct eye contact 2. Upright, balanced posture 3. Well-modulated, calm tone 4. Open hand gestures.

What is the primary benefit of daily 15-minute stand-up meetings in Alpha Limited?

Enables real-time problem-solving, rapid daily goal alignment, and collaborative support across software teams.

Why is oral communication preferred over written memos for conflict resolution in customer support?

It allows support staff to leverage tone, active listening, and empathy to calm upset clients and de-escalate tensions immediately.

Why are one-on-one meetings superior to written emails for performance feedback?

They facilitate two-way dialogue, enabling employees to seek immediate clarification, express concerns, and accept constructive guidance without defensiveness.

What non-verbal cues should a sales presenter monitor during a client presentation?

Facial expressions, posture shifts, eye movement, and gestures to gauge comprehension, interest, or hesitation in real time.

What major risk arises from relying solely on informal, spontaneous oral conversations for business decisions?

Lack of documentation, potential miscommunication, and inability to hold parties accountable without an official paper trail.

What is the effect of Paraphrasing during a conversation or interview?

It confirms accurate mutual understanding by restating the speaker's key message in the receiver's own words before moving forward.

List 3 techniques to improve active listening during a formal presentation.

1. Take structured notes 2. Maintain positive body language (nodding, eye contact) 3. Write down clarifying questions to ask after the presentation.