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Unit 3. Oral Communication - Coggle Diagram

- - - - Answer all calls before the third ring.
      - When you answer the phone, be warm and enthusiastic. Your voice is often the only impression of your company that the caller will take away.
      - When answering the phone, say hello politely and identify yourself and your organization.
        
        For example, say, "Good morning, CERPA, Manuel answers, how can I help you?"
      - Express yourself clearly, keep your voice at a moderate volume, and speak slowly and clearly, so that the interlocutor can easily understand you.
      - Control your language.
      - Train your voice and vocabulary to be positive, even on bad days. For example, instead of saying, "I don't know," say, "I'll find out for you."
      - Take messages completely and accurately. If there is something you do not understand or you cannot write (such as a last name, etc.), ask the speaker if you can repeat or spell it.
      - Do not use a loudspeaker unless absolutely necessary. A person with a loudspeaker gives the impression that he or she is not fully focused on the call, and that the call is not private. Use it only when more than two people need to talk at the same time.
      - Train the other people who answer the phone to do it the same way you do, including other family members if your business is located in your own home. Call yourself and test how they answer the phone.
- - - - Eye contact
        
        With the audience it denotes authority. We should look at the faces of the people in the group and even notice their facial features. When audiences are large, a good way to look is to make a W or an M to go around the different parts of the room.
        Brief, restless glances are not a good way to make eye contact.
      - The Hands
        
        The hands should be kept still, they should only move to make a gesture or to pass the cards or lecture notes. Let the empty hands hang on both sides, but do not keep them glued to the body, because if we need to make a gesture it will be too forced.
        
        Hands behind the back denote authoritarianism, which many times should also be understood as a manifestation of insecurity on the part of the speaker. Arms crossed in front of the chest denote prevention or distancing from the audience. If we are not able to use our hands in such a way that they help to model the spoken expression, we can resort to placing them on the table, always visible, or to occupy them in something.
        
        We must not do with our hands
        
        Fidgeting with rings, watch, cufflinks, buttons, glasses, tokens, coins, etc.
        
        Touching or tapping on the table, chair, hair or face. - Clinging to the back of the chair, lectern or tokens.
        
        Scratching any part of the body.
        
        Hiding our hands from public view, behind our backs, in our pockets, under the table, etc.
      - Some speakers prefer to be seated because, in addition to being more comfortable, this position gives them greater confidence. The disadvantages, such as difficulty in projecting the voice, limited eye contact or the temptation to play with objects on the table, must be compensated for with an upright posture and greater eloquence when speaking.
      - If we expect applause and it occurs, we should smile and bow our heads in appreciation. If it does not occur, let us look at the audience, wait a few moments and return to our starting position.
- - - - The most important thing is to develop a real interest in knowing what to do in the different situations in which our professional image is vital in the professional world. Bosses, colleagues, family members will be able to suggest how to improve certain aspects of our behavior, attitudes, character and wardrobe.