Communication Skills: Speak to Impress - Dr. Meenakshi Shivram

n the previous article in this series on Communication, we had a brief introductory overview of the vast domain called Communication Skills. In this issue, we will look at face-to face ‘spoken’ communication as distinct from other modes of communicating our thoughts and intentions.

Here is a part of a transcript of an interview taken in a multinational company. These were candidates who had already been recruited into the company and had to be given training in soft skills as they would be going to the UK to deal directly with clients. All the candidates knew the purpose of this interview. The candidate I’d like to profile here had a B.E in Telecommunications and an M.B.A with a specialization in Finance. Here goes:

Me: That’s a wonderful resume – a B.E and an MBA and that too in finance. This is the most in-demand combination these days, isn’t it?

He: Yes.

Me: And you’ve mentioned here that you love cricket and also that this is the only game you’ve ever played.

He: Yes.

Me: So, who is your favourite cricketer?

He: Sachin.

Me: Oh well, he really is the best, isn’t he? And the whole world loves him. Is there anyone else you like?

He: Dravid.

Me: Oh, ok, not an Indian, someone else, a non-Indian cricketer, now who would that be?

He: Gilchrist.

Me: Gilchrist? I’ve heard that name before. Isn’t he a South African player?

He: (shakes his head) Australian.

Me: Oh dear (smile). Now you know how much I know about cricket. Anyways, what do you like most about Dravid?

He: His style.

This went on for some time – and you get the gist, don’t you? The candidate answers in monosyllables. He does not use a single complete sentence. Obviously, this is because he thinks he has to answer to the point. Why should one use extra words that do not add to the meaning?

I’m sure the candidate must have walked out of the room pleased as a plum thinking that he has answered all questions confidently and quickly, without hesitation. The interviewer was thinking, he’ll tell the client – project, deadline, complete, handover.

Speaking to the Point:

Very often, speaking to the point sounds curt. Single words have a staccato-like effect on the listener. One does not need to answer questions in full sentences always, but one can add words to single words to create a sense of completeness. As children, when we were asked, “What is your name?” we were trained to answer, “My name is Vijay.” And when we grow up, we simply say ‘Vijay’ and don’t say, “My name is...” This is fine.

However, look at the interview carefully. Here is an interviewer who is speaking long sentences: “Oh well, he really is the best, isn’t he? And the whole world loves him. Is there anyone else you like?” The candidate could well have answered: “Dravid would be my second best, I guess.” This would indicate that Sachin is his all time favourite, but because of the question asked, he’d like to choose another player’s name.

The point I’m making is that when we speak, we must sound conversational. If we speak in seemingly complete sentences, we get enough space to sound cordial. The other important thing to note is that speaking in complete sentences does not mean speaking on and on… we have to be to-the-point and yet not sound brusque.

Clarity:

This is the hallmark of a good dialogue or exchange of ideas. Our words must be said clearly and our ideas must be conveyed effectively. This would include several things: here, we will focus on a few, such as correct pronunciation, moderate rate of speech, avoiding filler words, and sounding polite.

Pronunciation- How will we know whether we have said the word correctly? How do we pronounce ‘Rationale’? ‘Awry’? ‘Opportunity’? ‘Alternative’? Well, the sure shot way of saying a word correctly is by listening to it being pronounced by an expert. There is no point saying that everyone I know says ‘plum-ber’ when the correct pronunciation is ‘plum-muh’. A few online dictionaries provide free audio help but it would be a worthwhile investment to buy a pronunciation CD that comes along with most dictionaries. All you have to do is shortlist your most frequently used words – 10 or 15 of these – and listen carefully to the way they are pronounced. Then you imitate the sounds. So, what do you want to say – wait or wet? Wise or vice? Beaches or bitches?

Remember, we are not trying to speak like someone else; we are only trying to get the word right.

Moderate rate of speech: We must space our words well. Most of us listen to radio jockeys these days and are so impressed by their dynamic and animated style of speaking that we begin to believe that people who speak fast are great conversationalists. No. If you speak fast, chances are that all you have said may not have been heard. Especially in a professional situation – when you are making a presentation, for instance – you must not speak fast. A moderate rate of speech also conveys your sense of control. A fairly good rate of speech will have not more than 120 words per minute. And this can be practiced.

Avoiding fillers: Fillers are words or sounds that are used ever so often but mean nothing. Sounds like – uhhh – (also called foghorns) do fill up time, but do not add to the content. Words like – what to say, you know, like – are used because you did not get the next word readily. Learn to become articulate by first avoiding these filler words and sounds. Push yourself into getting the meaningful word. An occasional use of a filler word is perfectly alright – it is the overuse of these fillers that must be avoided. Imagine a news reporter saying, “uh I am uh outside the parliament house uh and am uh waiting for news from…”

Overuse of filler words also sometimes leave sentences hanging in the air. For instance: “You know, there are many people who don’t complete what they are – you know what I’m saying…”

Get the point? Fillers can be very distracting and can also choke your sentences midway.

Sounding polite: If you are asked, “What would you like to have – tea or coffee?” what would your answer be? When I use this ordinary example in my training programmes, participants give answers like “coke” or “water” or “nothing” and there is general laughter. When they are individually picked up to answer this question, they shrug and say either ‘tea’ or ‘coffee’ – wondering what this exercise is all about.

Let me not tell you right away; instead I ask you, what is your answer? Let me know. Write to me at editor@advancedge.com and we’ll discuss the right responses in the next issue.

To summarise today’s discussion, note that

 Single word answers may sound rude to the listener. It might give the impression that this conversation does not interest you. Gauge the mood and the context and frame responses accordingly. Try to speak in complete sentences as much as possible

 Avoid fillers

 Pronounce words correctly, so that there is no miscommunication

 Speak slowly and clearly.

The author is Visiting Faculty of English at SNDT, University Mumbai and an experienced soft skills corporate trainer.

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