Chapter3OralCommunication

Chapter3OralCommunication1MaincontentsOraldeliveryskillsStrategiesforsuccessfullisteningStrategiesforsuccessfulspeakingSeveraloralcommunicationformsMaincontentsOraldeliveryski2OraldeliveryskillsPitch音調(diào)：Thepitchshouldbevaried.fallingpitchconveyscertaintyandrisingpitchuncertainty.Rate語速：Properpausebetweenmajorthoughtgroups.Volume音量：contrastinemphasisandcontrolledbreathingVocalquality音質(zhì)：relaxthethroat.Negativehusky,throaty,weak,shrill,muffledPositivemellow,gentle,silvery,serene,cheerfulOraldeliveryskillsPitch音調(diào)：3No3-Chapter-3-oral-communication-商務(wù)英語-教學(xué)課件4No3-Chapter-3-oral-communication-商務(wù)英語-教學(xué)課件5HowtoimprovelisteningskillsBeprepared:learnsomethingaboutthetopic,speaker,audienceandthesituationinadvance.Listentounderstand,notrefute:Assomeoneonceadvised,Growantennae,nothorns.Focusyourmind:Makesureyourmindisfocused,nowondering!Payspecialattentiontostatementsthatbeginwithphrasessuchas"Mypointis..."or"Thethingtorememberis..."Howtoimprovelisteningskill6HowtoimprovelisteningskillsTakenotes:Jotdownideas.Donotinterrupt:Letyourselffinishlisteningbeforeyoubegintospeak!Summarizeandevaluate:Takewhatyouhaveheardandunderstanditinyourownway.Doyoubelievewhatyouhaveheard?Howtoimprovelisteningskill7ListeningPracticeWhatarethemainideasofthespeakers?Doyouagreewiththem?ListeningPracticeWhatarethe8ListeningtipsAttendingtactics:Bealerttoyourbodylanguage:Whatyoudowithyoureyes,face,hands,arms,legs,andposturesendsoutsignalsastowhetheryouare,oraren't,listeningtoandunderstandingwhattheotherpersonissaying.Thinkabout:Glancingsideways/Sighing/Yawning/Frowning/Crossingarmsonchest/Lookingattheceiling/Cleaningfingernails/Crackingknuckles

ListeningtipsAttendingtactic9ListeningtipsEncouragingtactics:

Givefeedback.Situpstraightandlookdirectlyatthespeaker.Nowandthen,nodtoshowthatyouunderstand.Atappropriatepointsyoumayalsosmile,frown,laugh,orbesilent.Theseareallwaystoletthespeakerknowthatyouarereallylistening.Remember,youlistenwithyourfaceaswellasyourears!Askquestions:dooropenersandopen-endedquestionsYoulookupset.Caretotalkaboutit?ListeningtipsEncouragingtact10ListeningtipsFollowingtactics:Note-takingorrecordingifnecessaryParaphrasewhatyouheard.ListeningtipsFollowingtactic11StrategiesforsuccessfulspeakingPurposesofspeaking：GeneralpurposeinformativeorpersuasiveSpecificpurposepreciseobjectiveAudienceanalysisOrganizationofSpeakingStrategiesforsuccessfulspea12PurposesofspeakingBasically,therearetwotypesofspeeches.Theinformativespeechandthepersuasivespeech.Therearefourgeneralpurposesoninformativespeaking:informingtheaudience,increasestheaudience'sunderstandingofthetopic,encouragingaudiencetorememberwhatyou'veinformedthem,andinvitingtheaudiencetoapplytheinformationasquicklyaspossible.PurposesofspeakingBasically,13PurposesofspeakingApersuasivespeechisoftenanargumentdisguisedasaninformativespeech.True,youaregivinginformationasintheinformativespeech,butyouragendaistoenticesomeonetoyourpointofview.Therearethreetypesofpersuasivespeeches:Thespeechtoinspire,thespeechtoconvince,andthespeechtoactuateachangeinaperson'sbehaviorsoractions.PurposesofspeakingApersuasi14StrategiesforsuccessfulspeakingAudienceanalysisTheirlikesanddislikesDegreeofknowledgeofthetopicTheirattitude:hostility?GenderandagePhysicalsettingforthespeechListeningtothedialoguetounderstandhowtobewell-preparedforagoodpresentation.Strategiesforsuccessfulspea15StrategiesforsuccessfulspeakingOrganizationofSpeakingIntroductionBodyordiscussionSummaryorconclusionStrategiesforsuccessfulspea16IntroductionOpeningstatementAimLayoutIntroductionOpeningstatement17Introduction—openingstatementStartingoffyourspeechwithanattention-getter：Jokeorgood-naturedstory:Aninterestingcommunicationstoryis…I’llbeginthere.Quotation:“Nomanisanisland”JohnDonnesaid.That’sthebasicideawepromoteinthiscompany.Greetyouraudiencesincerely:Ithankyou.It’sgoodtobehere.Astartlingstatement:Lastyearwehadthelowestturnoverrateintheindustry—6%.AskquestionsIntroduction—openingstatement18Introduction—aimandlayoutAim:statingclearlyandpreciselythepurposeofyourpresentationLetmestateupfrontthatourmonthlymeetinghasonepurpose:tosummarizeourpositiveoperatingresultsforthelastperiod.Layout:givinganoverviewofyourmainpointsfollowedTohelpyouunderstandwhy…Iwilldiscuss…Introduction—aimandlayoutAim19ListeningpracticeListentothefollowingspeechandanswerthefollowingquestions:Whoisthespeaker?howdoeshe/shestartthisspeech?whatistheaimormainpurposeofthespeech?whatisthelayoutofthespeech?ListeningpracticeListentoth20BodyordiscussionFormatsforinformativespeaking:BytopicalorganizationBychronologicalorganizationBycausetoeffectBodyordiscussionFormatsfor21BodyordiscussionFormatforpersuasivespeakingProblem-solutionformatProvethatoneproblemexists.ThesolutionorrecommendationThebenefitsfromthesolutionSomesupportingdevices:examples,illustrations,statistics,quotations,comparisons(analogies)BodyordiscussionFormatforp22ListeningpracticeListentothefollowingspeechandanswerthefollowingquestions:Whoarethespeakers?What’stheproblemtheyraised?Whatistheproblemraisedbythespeaker?Whatsupportingdevicesdoesheuse?Whataretheexpressionsusedtoindicatethetransitionofapresentation?ListeningpracticeListentoth23SummaryorconclusionSummary:puttogetherthemainpointsofyoutalk.Conclusion:drawinferencesorjudgmentsasbasedonyourmaterial,ormakeonelastcalltoaction.SummaryorconclusionSummary:24ListeningpracticeHowmanypointsareconcludedinthespeech?Andwhatarethey?Whatarethoseexpressionsusedtoconclude?ListeningpracticeHowmanypoi25SeveraloralcommunicationformsJobinterviewTelephoneconversationBusinessmeetingSeveraloralcommunicationfor26JobinterviewPrepareinadvanceUnderstandyourselfKnowdetailsaboutavailablepositionDohomeworkoncompanyRehearsepossiblequestionsSpeakwithinsidersJobinterviewPrepareinadvanc27JobinterviewProceduresduringthejobinterviewGivepositivefirstimpression;offerawarmhandshake;showapleasantsmileOrganizeyourideaswithdataorevidencetosupportyourpointsListen.Avoidconfrontation.AskthoughtfulquestionsFollowup:anyspecificaction,additionalinformationorathank-younotedesired?JobinterviewProceduresduring28JobinterviewNegativeimpressions:Latearrival;Inattentive,withdrawn,tense,frowningChangingthesubject,irrelevantresponse,longpause,generalizeorexcessivedetailsJobinterviewNegativeimpressi29JobinterviewListentoajobinterviewconversationtwiceandrehearsesimilarroleswithyourpartner.JobinterviewListentoajobi30TelephoneEnglishquizChoosetherightanswertocompletethesentence:

1Whenyoupickupthephonetocallsomeoneyouheara___.(ringer/dialtone/receiver).2IfI'mnothomeleaveamessageonmy___(directory/dial/answeringmachine).3SallymustbetalkingtohermombecauseIhavebeengettinga__(answer/chat/busysignal)fortwohours.4Ineveranswermy___(cordless/cellphone/payphone)whileI'mdriving.TelephoneEnglishquizChooset31TelephoneEnglishquiz5I'mbusyrightnow.Canyou__(hangup/callback/telephonebook)later?6Youhaveto__(answer/hangup/dial"0")fortheoperator.7Ihavea___(receiver/busysignal/cordless)soIcandothedishesandchatatthesametime.8Youwillneedaquarteroraphonecardifyouwanttousethe__(cellphone/payphone/pager).TelephoneEnglishquiz5I'mb32TelephoneconversationTipsfortelephoneEnglish:Politegreetings:Hi,how'veyoubeen?Nicetohearfromyou.

Gettingtothepoint:I'mjustcallingtoseeifyou'dliketosetupameeting.SowhatcanIdoforyou?TelephoneconversationTipsfor33TelephoneconversationTipsfortelephoneEnglish:InterruptingwithoutinsultMayIinterruptyouforasecond?Iwouldliketosaysomethinghere.Allowmetomakeapoint.ConfirmingActionPleaseletmeconfirm...So,letmemakesureI'vegotthingsstraight...

TelephoneconversationTipsfor34TelephoneconversationTipsfortelephoneEnglish:ClosingthecallWellJohn,it'sbeenapleasuretalkingtoyou.I'llseeyouonFriday,then.TelephoneconversationTipsfor35UsefultelephoneexpressionsIntroducingyourselfThisisKen.KenspeakingAskingwhoisonthetelephoneExcuseme,whoisthis?CanIaskwhoiscalling,please?AskingforSomeoneCanIhaveextension321?(extensionsareinternalnumbersatacompany)CouldIspeakto...?(CanI-moreinformal/MayI-moreformal)IsJackin?(informalidiommeaning:IsJackintheoffice?UsefultelephoneexpressionsIn36UsefultelephoneexpressionsConnectingSomeoneI'llputyouthrough(putthrough-phrasalverbmeaning'connect')Canyouholdtheline?Canyouholdonamoment?HowtoreplywhensomeoneisnotavailableI'mafraid...isnotavailableatthemomentThelineisbusy...(whentheextensionrequestedisbeingused)MrJacksonisn'tin...MrJacksonisoutatthemoment...TakingaMessageCould(Can,May)Itakeamessage?Could(Can,May)Itellhimwhoiscalling?Wouldyouliketoleaveamessage?UsefultelephoneexpressionsCo37TelephoneconversationConsiderationsininternationaltelephoningBeawareoftimezones.SpeakclearlyconsideringlanguagebarrierRestateandsummarizemoreoften.Followuptheconversationwithaletterorafax.TelephoneconversationConsider38ListeningpracticeListentotheconversationandtakemessages.Listentotheconversationandparaphrasetheappointment.ListeningpracticeListentoth39Role-playStudentA:YouareasalespersonforRedInc.Youaretelephoningaclientwhoyouthinkmightbeinterestedinbuyingyournewlineofofficesupplies.Discussthefollowinginformationwithyourclient:Newlineofofficesuppliesincluding:copy-paper,pens,stationary,mouse-padsandwhiteboardsYouknowthecustomerhasn'torderedanynewproductsduringthispastyearSpecialdiscountof15%forordersplacedbeforenextMondayAnyorderplacedbeforeMondaywillnotonlyreceivethediscount,butalsohaveitscompanylogoprintedontheproductsatnoextrachargeStudentB:Youworkinanofficeandreceiveatelephonecallfromyourlocalofficesupplier.Asamatterfact,youneedsomenewofficesuppliessoyouaredefinitelyinterestedinwhatthesalespersonhastooffer.Talkaboutthefollowing:Newpens,stationaryandwhiteboardsDotheyhaveanyspecialoffersYouwouldliketoplaceanorderfor200packagesofcopypaperimmediatelyRole-playStudentA:40BusinessmeetingPreparationworkSettheobjectiveSelecttheparticipantsArrangeformeetingdate,time,placeDistributetheannouncementforthemeetingCheckonthephysicalarrangementsBusinessmeetingPreparationwo41BusinessmeetingSkillsduringthemeetingOpeningandclosingskillsSetthetoneStartontimeExplaintheagendaGetpeopletoagreeongroundrulesInvolvepeopleearlyClosethemeetingBusinessmeetingSkillsduring42BusinessmeetingDuringthemeetingUsegoodlisteningskillsShowsupportforeveryone’srighttospeakAvoiddominancebyanyoneorsubgroupRelatetoothersDon’ttalktoomuchBusinessmeetingDuringthemee43BusinessmeetingDecision-makingByonepersonormajorityruleappliesByconsensusFollow-upSendingout:MeetingminutesActionplanBusinessmeetingDecision-makin44ListeningpracticeWhatisthespeakers’commentonbrainstorming?What’stheexistingproblem?Andallthepossiblesolutions?ListeningpracticeWhatisthe45ListeningpracticeWhatistheproblemconcerningthememos?TakethedictationasMrsDowsonaccordingtothedialogue.ListeningpracticeWhatisthe46ListeningpracticeListentotheconversationandwriterelevantmeetingminutesaccordingtowhatyouheard.Suggestedtemplate:Topics--Decisions--ActionsAgreedUpon--Personresponsible--Deadline--NextMeeting(ifthereisone)DateandTime--Location--Agendaitems--ListeningpracticeListentoth47Thankyou!Thankyou!48Chapter3OralCommunication

Chapter3OralCommunication49MaincontentsOraldeliveryskillsStrategiesforsuccessfullisteningStrategiesforsuccessfulspeakingSeveraloralcommunicationformsMaincontentsOraldeliveryski50OraldeliveryskillsPitch音調(diào)：Thepitchshouldbevaried.fallingpitchconveyscertaintyandrisingpitchuncertainty.Rate語速：Properpausebetweenmajorthoughtgroups.Volume音量：contrastinemphasisandcontrolledbreathingVocalquality音質(zhì)：relaxthethroat.Negativehusky,throaty,weak,shrill,muffledPositivemellow,gentle,silvery,serene,cheerfulOraldeliveryskillsPitch音調(diào)：51No3-Chapter-3-oral-communication-商務(wù)英語-教學(xué)課件52No3-Chapter-3-oral-communication-商務(wù)英語-教學(xué)課件53HowtoimprovelisteningskillsBeprepared:learnsomethingaboutthetopic,speaker,audienceandthesituationinadvance.Listentounderstand,notrefute:Assomeoneonceadvised,Growantennae,nothorns.Focusyourmind:Makesureyourmindisfocused,nowondering!Payspecialattentiontostatementsthatbeginwithphrasessuchas"Mypointis..."or"Thethingtorememberis..."Howtoimprovelisteningskill54HowtoimprovelisteningskillsTakenotes:Jotdownideas.Donotinterrupt:Letyourselffinishlisteningbeforeyoubegintospeak!Summarizeandevaluate:Takewhatyouhaveheardandunderstanditinyourownway.Doyoubelievewhatyouhaveheard?Howtoimprovelisteningskill55ListeningPracticeWhatarethemainideasofthespeakers?Doyouagreewiththem?ListeningPracticeWhatarethe56ListeningtipsAttendingtactics:Bealerttoyourbodylanguage:Whatyoudowithyoureyes,face,hands,arms,legs,andposturesendsoutsignalsastowhetheryouare,oraren't,listeningtoandunderstandingwhattheotherpersonissaying.Thinkabout:Glancingsideways/Sighing/Yawning/Frowning/Crossingarmsonchest/Lookingattheceiling/Cleaningfingernails/Crackingknuckles

ListeningtipsAttendingtactic57ListeningtipsEncouragingtactics:

Givefeedback.Situpstraightandlookdirectlyatthespeaker.Nowandthen,nodtoshowthatyouunderstand.Atappropriatepointsyoumayalsosmile,frown,laugh,orbesilent.Theseareallwaystoletthespeakerknowthatyouarereallylistening.Remember,youlistenwithyourfaceaswellasyourears!Askquestions:dooropenersandopen-endedquestionsYoulookupset.Caretotalkaboutit?ListeningtipsEncouragingtact58ListeningtipsFollowingtactics:Note-takingorrecordingifnecessaryParaphrasewhatyouheard.ListeningtipsFollowingtactic59StrategiesforsuccessfulspeakingPurposesofspeaking：GeneralpurposeinformativeorpersuasiveSpecificpurposepreciseobjectiveAudienceanalysisOrganizationofSpeakingStrategiesforsuccessfulspea60PurposesofspeakingBasically,therearetwotypesofspeeches.Theinformativespeechandthepersuasivespeech.Therearefourgeneralpurposesoninformativespeaking:informingtheaudience,increasestheaudience'sunderstandingofthetopic,encouragingaudiencetorememberwhatyou'veinformedthem,andinvitingtheaudiencetoapplytheinformationasquicklyaspossible.PurposesofspeakingBasically,61PurposesofspeakingApersuasivespeechisoftenanargumentdisguisedasaninformativespeech.True,youaregivinginformationasintheinformativespeech,butyouragendaistoenticesomeonetoyourpointofview.Therearethreetypesofpersuasivespeeches:Thespeechtoinspire,thespeechtoconvince,andthespeechtoactuateachangeinaperson'sbehaviorsoractions.PurposesofspeakingApersuasi62StrategiesforsuccessfulspeakingAudienceanalysisTheirlikesanddislikesDegreeofknowledgeofthetopicTheirattitude:hostility?GenderandagePhysicalsettingforthespeechListeningtothedialoguetounderstandhowtobewell-preparedforagoodpresentation.Strategiesforsuccessfulspea63StrategiesforsuccessfulspeakingOrganizationofSpeakingIntroductionBodyordiscussionSummaryorconclusionStrategiesforsuccessfulspea64IntroductionOpeningstatementAimLayoutIntroductionOpeningstatement65Introduction—openingstatementStartingoffyourspeechwithanattention-getter：Jokeorgood-naturedstory:Aninterestingcommunicationstoryis…I’llbeginthere.Quotation:“Nomanisanisland”JohnDonnesaid.That’sthebasicideawepromoteinthiscompany.Greetyouraudiencesincerely:Ithankyou.It’sgoodtobehere.Astartlingstatement:Lastyearwehadthelowestturnoverrateintheindustry—6%.AskquestionsIntroduction—openingstatement66Introduction—aimandlayoutAim:statingclearlyandpreciselythepurposeofyourpresentationLetmestateupfrontthatourmonthlymeetinghasonepurpose:tosummarizeourpositiveoperatingresultsforthelastperiod.Layout:givinganoverviewofyourmainpointsfollowedTohelpyouunderstandwhy…Iwilldiscuss…Introduction—aimandlayoutAim67ListeningpracticeListentothefollowingspeechandanswerthefollowingquestions:Whoisthespeaker?howdoeshe/shestartthisspeech?whatistheaimormainpurposeofthespeech?whatisthelayoutofthespeech?ListeningpracticeListentoth68BodyordiscussionFormatsforinformativespeaking:BytopicalorganizationBychronologicalorganizationBycausetoeffectBodyordiscussionFormatsfor69BodyordiscussionFormatforpersuasivespeakingProblem-solutionformatProvethatoneproblemexists.ThesolutionorrecommendationThebenefitsfromthesolutionSomesupportingdevices:examples,illustrations,statistics,quotations,comparisons(analogies)BodyordiscussionFormatforp70ListeningpracticeListentothefollowingspeechandanswerthefollowingquestions:Whoarethespeakers?What’stheproblemtheyraised?Whatistheproblemraisedbythespeaker?Whatsupportingdevicesdoesheuse?Whataretheexpressionsusedtoindicatethetransitionofapresentation?ListeningpracticeListentoth71SummaryorconclusionSummary:puttogetherthemainpointsofyoutalk.Conclusion:drawinferencesorjudgmentsasbasedonyourmaterial,ormakeonelastcalltoaction.SummaryorconclusionSummary:72ListeningpracticeHowmanypointsareconcludedinthespeech?Andwhatarethey?Whatarethoseexpressionsusedtoconclude?ListeningpracticeHowmanypoi73SeveraloralcommunicationformsJobinterviewTelephoneconversationBusinessmeetingSeveraloralcommunicationfor74JobinterviewPrepareinadvanceUnderstandyourselfKnowdetailsaboutavailablepositionDohomeworkoncompanyRehearsepossiblequestionsSpeakwithinsidersJobinterviewPrepareinadvanc75JobinterviewProceduresduringthejobinterviewGivepositivefirstimpression;offerawarmhandshake;showapleasantsmileOrganizeyourideaswithdataorevidencetosupportyourpointsListen.Avoidconfrontation.AskthoughtfulquestionsFollowup:anyspecificaction,additionalinformationorathank-younotedesired?JobinterviewProceduresduring76JobinterviewNegativeimpressions:Latearrival;Inattentive,withdrawn,tense,frowningChangingthesubject,irrelevantresponse,longpause,generalizeorexcessivedetailsJobinterviewNegativeimpressi77JobinterviewListentoajobinterviewconversationtwiceandrehearsesimilarroleswithyourpartner.JobinterviewListentoajobi78TelephoneEnglishquizChoosetherightanswertocompletethesentence:

1Whenyoupickupthephonetocallsomeoneyouheara___.(ringer/dialtone/receiver).2IfI'mnothomeleaveamessageonmy___(directory/dial/answeringmachine).3SallymustbetalkingtohermombecauseIhavebeengettinga__(answer/chat/busysignal)fortwohours.4Ineveranswermy___(cordless/cellphone/payphone)whileI'mdriving.TelephoneEnglishquizChooset79TelephoneEnglishquiz5I'mbusyrightnow.Canyou__(hangup/callback/telephonebook)later?6Youhaveto__(answer/hangup/dial"0")fortheoperator.7Ihavea___(receiver/busysignal/cordless)soIcandothedishesandchatatthesametime.8Youwillneedaquarteroraphonecardifyouwanttousethe__(cellphone/payphone/pager).TelephoneEnglishquiz5I'mb80TelephoneconversationTipsfortelephoneEnglish:Politegreetings:Hi,how'veyoubeen?Nicetohearfromyou.

Gettingtothepoint:I'mjustcallingtoseeifyou'dliketosetupameeting.SowhatcanIdoforyou?TelephoneconversationTipsfor81TelephoneconversationTipsfortelephoneEnglish:InterruptingwithoutinsultMayIinterruptyouforasecond?Iwouldliketosaysomethinghere.Allowmetomakeapoint.ConfirmingActionPleaseletmeconfirm...So,letmemakesureI'vegotthingsstraight...

TelephoneconversationTipsfor82TelephoneconversationTipsfortelephoneEnglish:ClosingthecallWellJohn,it'sbeenapleasuretalkingtoyou.I'llseeyouonFriday,then.TelephoneconversationTipsfor83UsefultelephoneexpressionsIntroducingyourselfThisisKen.KenspeakingAskingwhoisonthetelephoneExcuseme,whoisthis?CanIaskwhoiscalling,please?AskingforSomeoneCanIhaveextension321?(extensionsareinternalnumbersatacompany)CouldIspeakto...?(CanI-moreinformal/MayI-moreformal)IsJackin?(informalidiommeaning:IsJackintheoffice?UsefultelephoneexpressionsIn84UsefultelephoneexpressionsConnectingSomeoneI'llputyouthrough(putthrough-phrasalverbmeaning'connect')Canyouholdtheline?Canyouholdonamoment?HowtoreplywhensomeoneisnotavailableI'mafraid...isnotavailableatthemomentThelineisbusy...(whentheextensionrequestedisbeingused)MrJacksonisn'tin...MrJacksonisoutatthemoment...TakingaMessageCould(Can,May)Itakeamessage?Could(Can,May)Itellhimwhoiscalling?Wouldyouliketoleaveamessage?UsefultelephoneexpressionsCo85TelephoneconversationConsiderationsininternationaltelephoningBeawareoftimezones.SpeakclearlyconsideringlanguagebarrierRestateandsummarizemoreoften.Followuptheconversationwithaletterorafax.TelephoneconversationConsider86ListeningpracticeListentotheconversationandtakemessages.Listentotheconversationandpa