Speaking process
Speaking is a three-step process.
If it’s not, we have to respond by rethinking and representing the message and rechecking with our listener.
This process continues until we’re satisfied the listener correctly understands our message.
Let’s look at Bill and Julie.
Bill: Hey Julie. I’ve been working with you too long. Guess what, now I’m picking up your habit. I’m running very late too. By the way, I need to show this month’s sales figures to the big Kahuna when I get back.
Julie: Wha…?
Bill: You know, Chuck, the boss? Anyway, the file is on the disk here, I need three copies.
Julie: Right…
Bill: See you.
Julie: There are seven files on this disk! Which one did he want?
Julie assumes there is only one file on the disk. Bill assumes Julie understands him because he mentions that he needs copies of the sales figures. Apart from wrong assumptions, can you identify which components of the speaking process bill doesn’t do properly or misses. There is a lot of room for improvement here. Although Bill is clear about what he wants, he doesn’t present it very well. He doesn’t use appropriate verbal language, and unintentionally offends Julie. His body language is obscure. Half of his body is hidden behind the door. He doesn’t check if Julie understands his message. Because of that, he is unaware of her confusion and can’t respond to it.
As a result, Julie won’t be able to help him with his printing job.
Let’s look at them again, and see how Bill can improve his speaking skills.
Bill: Julie, I’m running late. Could you help me print out this month’s sales figures. I need to show them to Chuck when I get back.
Julie: Sure
Bill: It’s on the disk, here. I need three copies, please.
Julie: Right.
Bill: You know which file I am talking about don’t you?
Julie: Oh, I thought there’s only one file here.
Bill: Actually there are a few files on this disk, But the one I want is called ‘Sales figures’.
Julie: Oh, okay. Let me write it down.
Bill: Three copies please.
Julie: Yes, I got that.
Bill: Thanks Julie, I’ll see you later!
Although Bill takes a little bit more time speaking to Julie, he has saved himself from lots of trouble later on. It’s not difficult to learn to be a good speaker and communicator. Let’s look at each step of the speaking process to find out more.
Step 1: Think
It’s easier said than done to think before we speak, but it’s not impossible. In some situations we have time to think and plan beforehand. Others require us to think on our feet. Here are a few tips.
Bill: Julie, I’m running late. Could you help me print out this month’s sales figures. I need to show them to Chuck when I get back.
Step 2: Present
After thinking about what we want to say, and how to say it, we can then present a message using verbal and non-verbal language.
When we say verbal language, we mean the actual words that are being spoken.
Non-verbal language includes how we speak those words, like our tone of voice, and all of the other things that can affect the communication like body language, appearance and the environment.
Step 2: Present - verbal language
Remember the conversations between Bill and Julie. Do you notice Bill’s choice of words in both scenarios? Can you see why Julie is offended in the first one?
Bill: Hey Julie. I’ve been working with you too long. Guess what, now I’m picking up your habit. I’m running very late too.
Jokes can be humourous or offensive, depending on listener’s perceptions.
Bill: By the way, I need to show this month’s sales figures to the big Kahuna when I get back.
We shouldn’t use slang or jargon. People outside our groups may not understand them.
Now look at the other approach from Bill. Why do you think Julie feels happier to help him this time?
Bill: Julie, I’m running late. Could you help me print out this month’s sales figures. I need to show them to Chuck when I get back.
Julie: Sure
Bill: It’s on the disk, here. I need three copies, please.
Julie: Right.
Bill: You know which file I am talking about don’t you?
Julie: Oh, I thought there’s only one file here.
Bill: Actually there are a few files on this disk, But the one I want is called ‘Sales figures’.
Julie: Oh, okay. Let me write it down.
Bill: Three copies please.
Julie: Yes, I got that.
Bill: Thanks Julie, I’ll see you later!
We should show courtesy by using phrases such as could you, may I, please, and thank you.
Step 2: Present - nonverbal language
We learned about using non-verbal feedback when we are listening. Similarly, we need to be aware of our non-verbal presentation when we are speaking.
Let’s look at Bill again from both scenarios, and see what different non-verbal messages he is sending out to Julie. Apart from body language, there are other types of non-verbal presentation we need to consider, such as our tone of voice, our appearence and the surrounding environment.
Let’s look at Henry when he greets Sue. Can you see what non-verbal presentation, he can improve?
Henry: Good morning, Ma’am. How can I help you?
Step 3: Check
The last step of the speaking process, is to check our listeners, and make sure that our message is correctly understood.
Let’s look at the conversation between Bill and Julie again.
Bill: You know which file I am talking about don’t you?
After presenting the message, Bill checks if Julie understands him.
Julie: Oh, I thought there’s only one file here.
Bill: Actually there are a few files on this disk, But the one I want is called ‘Sales figures’.
When he realises Julie doesn’t, Bill responds by rethinking and then representing the message.
Julie: Oh, okay. Let me write it down.
Bill: Three copies please.
This process continues until Bill is satisfied that his message is correctly understood.
Julie: Yes, I got that.
In this topic, we have learned that speaking is a three-step process.
If not, we have to respond by rethinking and representing the message, and rechecking with our listener.
