Verbal communication takes place whenever you speak or listen to someone. Its biggest advantages are that:

• it's immediate and direct
  
  
• it lets other people query what you're saying
  
  
• it allows you to discuss issues and sort out problems on the spot.

However, its disadvantages are that:

• spoken words can sometimes be misheard, especially if you're in a noisy area or you don't share the same language accent
  
  
• the whole message might not always get through, particularly if the speaker is in a hurry.

Nonetheless, verbal communication is used everywhere. It is the simplest and quickest way of having a conversation, and of giving instructions or discussing issues on the spot.

Good verbal communication

Good verbal communication doesn't just happen - it requires work from both the speaker (sender of the message), and the listener (receiver of the message).

The sender needs to make sure the other person understands what they're saying, and the receiver needs to concentrate on what's being said, and clarify anything that doesn't make sense.

This two-way process requires feedback from both people.

If there's no feedback, neither of them can be sure that they're both on the same wavelength.

That's why your motto should always be:

I never know what I have said until I listen to the response it gets.

Feedback can take various forms.

For example, if you're the speaker, you should look for signals that confirm to you that the listener understands, and invite them to ask questions if they need something clarified.

You should also ask them for feedback once you've finished.

If you're the listener, you could nod to indicate you understand what you're being told, ask questions if you don't, or re-state the main points in your own words to check that you're both in agreement.

Phone and 2-way radio

There are some situations where you can't see the person you're talking to, such as when you're on the two-way radio or telephone.

In these instances, you need to pay particular attention to the way you express yourself, because all you have to go on are the words you use and the tone of your voice.

Here are some general hints for using electronic forms of communication to speak to others:

• Pay attention to how clear your voice sounds. Make sure you use good diction, don't mumble your words, and speak into the mouthpiece at a reasonable volume.
  
  
• Try to minimise background noise. If you're in a noisy area, move to a quiet location while you're on the call.
  
  
• Identify yourself at the beginning of the conversation. Also, if you're phoning someone from outside the company, state the company name as well.