Transcript Tips & Techniques for UNDERSTANDABLE Conversations (Verbal & Non-verbal Communications) To move forward, backward or to a Contents page, move your cursor over the arrows.

Tips & Techniques
for UNDERSTANDABLE
Conversations
(Verbal & Non-verbal
Communications)
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Table of Contents
Orientation
Verbal Communications
Non-verbal Communications
Click on any colored bullet found on the Content pages to jump to a specific section.
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Orientation
This material was developed to help you plan for successful face-to-face
and telephone business conversations. As you work through the slides,
you will explore three tools that you use all the time – words, voice &
tone, body language – and you will identify best practices for each tool.
Authentic Communication
Congruent Delivery
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Authentic Communication
Do you find some people easier to trust than others? Do you ever wonder
how you can create trust when you communicate with others?
By using clear, assertive, open and supportive communication, you can
create the high trust culture that is so essential to productive interactions
with others.
On the other hand, communication that is defensive, political and selfserving leads to an unproductive conversation. When people have low levels
of trust and high levels of defensiveness, creative problem solving becomes
almost impossible.
Orientation
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Congruent Delivery
People judge your believability not only by what you say, but on the manner
and tone of your communication. To gain trust, your words, voice and tone,
and body language must all be aligned.

Words
7%

Voice & Tone
38%

Body Language
55%
Dr. Albert Mehrabian. University of California. Silent Messages.
Belmont, CA: Wadsworth Publications, 1981, pp. 76-77
Orientation
100%
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Verbal Communications
In this section, you will look at how you can meet your listener’s
needs by understanding the effects words and voice & tone have
when you speak. You will gain best practices that you can apply to
your business conversations.
Choosing & Using High Impact Words
Putting Your Voice to Work
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Choosing & Using
High Impact Words
Below, you will find three techniques that will help you speak in a style that
is easy for your listener to listen to and to understand.
1. Use picture words and active verbs
2. Use transitions and labels (to help them
stay with you)
3. Use the “human” voice (I, we, you)
Let’s explore each of these techniques in more depth.
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1. Use picture words and active verbs
By using strong nouns, you create mental images in the mind of your
listener. Nouns such as project, molecule and wavelength are all examples
of strong nouns.
By using strong nouns, you will automatically use more active (rather than
passive) verbs to get your point across.
Here’s an example:
Don’t say…
abstract noun
passive verb
The observed rate of emission of radiation from hot bodies was explained very well
by the quantum hypothesis.
Rather say…
picture noun
active verb
We used the quantum hypothesis to best explain the observed rate of emission of
radiation from hot bodies.
Verbal Communications
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2. Use transitions and label statements
Help your listener stay with you by using a transition statement to tell them
what you are going to talk about next. A transition statement serves as a
“verbal signpost” that lets your listener know that you are about to move to
a new package of information.
Each time you move to a new topic, begin with a transition statement; then
use a label statement to tell your listener your main point.
Here’s an example:
(Transition) Now that I have given you an overview of the choices, I would like your
opinion. (Label) What do you think is the best path?
Verbal Communications
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3. Use the “human” voice
You can stay connected with your listener by using the “human” voice. Use
the pronouns I, we, and you rather that the impersonal (passive) voice
exclusively.
The you voice is particularly effective when your objective is either to
influence or to mobilize your listener.
Here’s an example:
Don’t say…
The successful operation of the system will be dependant on completion of a three
day training program.
Rather say…
We would encourage you to attend our three-day training program. Then, you will be
able to operate the system effectively.
Verbal Communications
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Putting Your Voice to Work
Good speakers enhance their conversation skills by speaking loudly and
enunciating clearly. They also add interest by varying the pitch and pace of
their voice.
1.
2.
3.
4.
5.
Speak loudly enough
Avoid “drop-off” syndrome
Vary pitch and pace of voice
Avoid filler words
Enunciate clearly
Let’s explore these voice & tone techniques.
Verbal Communications
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1. Speak loudly enough
Do you speak loudly enough? Background noise, poor acoustics, even
being seated, can get in the way. You must speak at a volume that can
easily be heard by the person you are talking to.
Good speakers achieve loudness through a combination of volume and
projection.
Loudness = Volume + Projection
2. Avoid drop-off syndrome
Do you speak loudly and clearly but allow the volume to drop off as you
complete each sentence or group of sentences? Avoid drop-off syndrome.
Be sure to maintain enough volume throughout your conversation.
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3. Vary pitch and pace of voice
Variety is the spice of life. Do you vary the pitch and pace of your voice
when you speak?
By varying your pace, you can more easily hold your listener’s interest. For
example, slow down when you are making an emphatic point.
You can use inflection – like a highlighter or bold text – to help you highlight
important points and show that you are interested in what you are saying.
Verbal Communications
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Exercise
Listen to some of the top television or radio newscasters to hear how they
emphasize certain words and use pauses for effect.
Practice using these techniques. Record yourself applying similar
techniques to your voice. Listen to the recording. Once you are pleased with
the results, begin to apply these same techniques in your actual business
conversations.
Verbal Communications
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4. Avoid filler words
Do you use any unnecessary and annoying filler words when you speak?
Become aware of words like um, er, okay, like, etc in your speech pattern
and eliminate them. These words distract your listener.
5. Enunciate clearly
Are you constantly being asked to repeat what you just said? Enunciation is
likely the problem. Poor enunciation usually stems from sloppy speech
patterns or from a strong regional accent.
Most people can tidy up poor enunciation through coaching and audiotape
feedback. Consider seeking some professional coaching from a speech
specialist.
Verbal Communications
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Non-verbal Communications
In this section, you will look at how you can meet your listener’s
needs by understanding how your non-verbal communication
effects your message.
Non-verbal Ways to Communicate
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Non-verbal Ways to
Communicate
Your listener will receive only 10% of their information from listening to you
talk. They receive a more powerful message – possible subliminally – from
your non-verbal language. How you make eye contact, move, stand or sit
has a dramatic effect on how you are perceived.
1.
2.
3.
4.
5.
Eye contact
Facial expression
Posture
Gestures
Movement
Let’s take a look at the main non-verbal tools you may use in your
conversations.
Non-verbal Communications
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1. Eye contact
Good eye contact is a powerful way to connect with your listener. A useful
rule is to focus on the listener for 2-3 seconds before looking away.
2. Facial expression
Due to nerves, you may adopt a facial expression that is not consistent with
the purpose of your message (e.g. frowning while delivering good news).
Be aware of your facial expressions and match it to your message.
3. Posture
When you have a sloppy posture, your listener sees a sloppy attitude.
Stand up straight, relax your shoulders, plant your feet about shoulder width
apart and unlock your knees.
If you are sitting, don’t slouch or look too relaxed. Your listener may
misread your body language and assume lack of interest on your part.
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4. Gestures
Gestures are message-enhancing when used in moderation. If you choose
to use gestures, use large gestures. Move your arms from your shoulders.
5. Movement
Movement is good, if used sparingly. It helps you burn off excess energy
and adds interest for your listener. They key to movement is moderation.
Avoid temptations like pacing, if standing, and tapping your fingers, if sitting.
Non-verbal Communications
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Exercise
Review Putting Your Voice to Work on Slide 11 and Non-verbal Ways to
Communicate on Slide 17.
1. List the techniques you are already applying on a regular bases.
2. List the techniques you need to improve on. Consider what you can
do differently in your next conversation to make it more effective.
Verbal & Non-verbal Communications
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By applying the tips and
techniques you have learned
in this course, you will be well
on your way to:
• Creating a higher level of
trust with your listener.
• Improving you verbal and
non-verbal skills.