Vocational Education and Training
Student Manual
‘My Working Life’
NSW Work Studies Courseware Package
Workplace Communication
Section Nine
Speaking Skills
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MATERIALS PUBLISHED IN AUSTRALIA
TABLE OF CONTENTS
SECTION NINE
SPEAKING SKILLS
Section Learning Objectives
Section Introduction
Confidence
Articulation
Pronunciation and Enunciation
Tone of Voice
Speaking Rate
Speaking Concisely
Filler Words
Think Before Speaking
Jargon and Technical Terminology
Section Summary
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SECTION 9 – SPEAKING SKILLS
WHAT OUTCOME CAN YOU EXPECT FROM THIS SECTION?
In this section you will learn the importance of developing strong speaking skills.
SECTION LEARNING OBJECTIVES
On completion of this section you will learn:
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The importance of developing confidence when speaking
The need to develop articulation, enunciation and pronunciation skills
About how to use proper tone of voice
The need to speak clearly and concisely
What filler words are
Why a person should think before speaking
Why to avoid jargon and overly technical terminology
SECTION INTRODUCTION
Speaking clearly is important. Clear speech affects relationships. Not speaking clearly affects the tone of voice in talks, in public speaking.
Not speaking clearly can cause innocent oral remarks in conversation. Speaking clearly avoids misunderstandings in dealings. Clear
speech is essential in business. Businesses suffer whose employees do not attach importance to speaking clearly. Business deals, sales
presentations or customer service fail if one cannot speak clearly and convincingly.
In this section we look at various elements that may affect clear speech.
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CONFIDENCE
It is natural to be nervous in some situations when speaking to an audience, on the telephone or in face-to-face conversations.
Nervousness is due to a variety of reasons, but the greatest reason is the lack of confidence.
Below are some basic confidence building tips:
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Look for a model (someone who has self confidence) and learn from them. What is it they do that makes them confident,
how do they act?
Focus on your achievements rather than your failures. If you do find yourself thinking about how you failed, then look at what
you managed to do right, and how you could correct what you did next time.
Learn how to feel good about yourself.
Act as if you are confident and you will feel more confident.
Focus on who you are and what you like about yourself. Why do your friends like you?
Prepare thoroughly for any task so that you can be sure you are ready.
Work on any skills you require in order to do what you want, you can never be overtrained or over skilled for any challenge
in life.
Work on your relaxation skills.
Always smile and stand up straight.
Set reachable goals for yourself and break difficult tasks into smaller steps.
Reward yourself when you succeed no matter how small the achievement.
Of the above tips an important one in the workplace is preparation and knowledge. Before speaking at a meeting or with a customer,
prepare; know your subject matter and if possible practice what you are going to say.
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ARTICULATION
At work, in business or in everyday activities, people must be able to understand your speech, your physical speech, before they are able
to give you the response you may be looking for.
Consonants and vowels are the building blocks of intelligible speech. It is the ‗breath‘ that supports and carries these consonants and
vowels to our listeners. If a person were to focus on these three elements of speech 1) consonants, 2) vowels and 3) breath, they would
have an excellent basis for clear, understandable speech.
Consonants are all the letters that are not vowels, and vowels are the letters ‗a‘, ‗e‘, ‗i‘, ‗o‘ and ‗u‘.
To speak clearly requires articulation, correct pronunciation.
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One habit affecting articulation is known as ‗Glottal Stops‘.
A glottal stop is a speech sound articulated by a momentary, complete closing of the glottis (the muscles or folds of the vocal cords) in the
back of the throat.
A glottal stop makes 'never' "ne'er". It can be a combination, as in "a'wight" instead of 'all right'. What prevents clear speech is sometimes
substitution for or the addition to the letter S, as in "kithing" instead of 'kissing', or "shtrait" instead of 'straight'. The letter T is sometimes is
dropped, as in "bo'le" instead of 'bottle', or is substituted to, as in "cadalog" instead of 'catalog'; ('catalogue') or the TH is dropped, as in
"t'in" instead of 'thin'. These pronunciation difficulties in clear speaking can be overcome by articulate speech.
This habit can be eliminated by practising the pronunciation of each letter or syllable slowly when speaking.
There are numerous exercises available to fine tune a person‘s articulation levels. They can be found on various websites, through
textbooks and even available through tutoring or short courses in speech improvement.
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Following is an example exercise developed by a speech coach named Carole McMichaels.
McMichaels starts by suggesting:
Consonants must be well-articulated and crisp. To achieve this, say each of the words below by itself, slowly. Use
your tongue and lips to shape each consonant clearly. Exaggerate! Speak every syllable.
wash
washing
Washington
definitely (all 4 syllables)
accessible (ak sess i buhl)
Antarctic (ant ark tik)
residing (Make the "s" a definite "Zee" sound.)
treatise
not
non-native
McMichaels then suggests:
Now speak the sentence below, breaking it up into smaller segments, if you like, until you can say the entire
sentence very clearly at a normal pace.
"The treatise on the Antarctic was definitely not accessible to the non-native speakers residing in Washington."
You may notice that you run out of breath before you can get the whole sentence said. If not, congratulations! If
so, mark a place or two where you can sneak a breath without interrupting the flow.
McMichaels then asks that you try this:
"The treatise on the Antarctic (breath) was definitely not accessible (breathe here only if you absolutely must) to
the non-native speakers (breath) residing in Washington."
McMichaels mentions that you must think of your breath as being released on a steady, constant stream. That stream
continues steadily during the tiny silences between words, connecting one word to the following word.
She goes on to say that a person must avoid giving an explosion of breath for a few words, then letting the breath drop
before the next little explosion of breath. They lose a great deal of breath by breathing too frequently and too shallowly.
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PRONUNCIATION
AND
ENUNCIATION
An extension to articulation is proper pronunciation and enunciation.
Pronunciation and enunciation have to do with how you use words. Both are very important to successful communication especially in the
workplace because people will pay closer attention to what you say and how you say it.
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PRONUNCIATION
Pronunciation has to do with saying a word the way a dictionary would tell you it should be said.
Some errors in pronunciation, stem from using words with which you are less familiar. Sometimes in the workplace, especially at a new
job, you may be put in a position of needing to speak about a subject which is new to you. It is natural that you might encounter new
vocabulary in your research. However, you must be aware of those new words and be careful to discover the correct pronunciation. This
is especially true when doing presentations. The most reliable way of doing this is to look the word up in the dictionary. Practice the
correct pronunciation over and over until you are comfortable with the word.
Another reason for errors in pronunciation is that many people pronounce the words incorrectly and people do get used to pronouncing a
word incorrectly by association.
One method of correcting the problem is to read a list of commonly mispronounced words, which will likely include words that you
undoubtedly pronounce wrong. Many such word lists exist, and most can be found on the web.
Here are some examples:
accept (not except)
Arctic (not Artic)
ect cetera (not eck cetera)
escape (not exscape)
especially (not expecially)
espresso (not expresso)
February (not Febuary)
formerly (not formally)
government (not goverment)
library (not libary)
nuclear (not nu-kyu-lar)
often (the "t" is silent)
picture (not piture)
preferable (prefabul)
probably (not probly)
statistic (not stastistick)
suppose (not susppose)
vegetable (not vegtable)
zoology (not zoo-ology)
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ENUNCIATION
Enunciation has to do with saying all the sounds in a word clearly. To do this well, you must move your tongue and your lips fully. Often,
especially in casual or conversational speaking, we become careless or sloppy and move our lips and tongues less than we should. The
result can be slurred speech which can be, at best, annoying and, at worst, very difficult to understand in conversations or presentations.
One type of enunciation error stems from dropping off the ends of words, especially "ing," "ed," "d," "p," or "t." "Stopped" becomes "stop,"
for example. Other times, we might muddle the middle of words by replacing sharper sounds (like "t'") with softer sounds (like "d")
because the softer sounds require less muscle energy. "Butter," for example, might become "budder." Another source of enunciation
errors is running words together. "Whadjagit?" or "Wuzzat?" looks like a foreign language when seen written here but are common
incorrect oral enunciations for "What did you get?" and "What's that?"
Also examples of replacing the ―r‖ with an ―a‖ for example ―wata‘ instead of ―water‖ or ―paypa‖ instead of ―paper‖.
Eliminating these problems from your speech requires practice and diligence. Often the habits you are trying to change have been a part
of your speaking pattern for a very long time. A person should not expect to change overnight but stay as conscious of these issues as
often and for as long a stretch of time as they can. With practice and desire, they will soon be pronouncing and articulating expertly.
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TONE OF VOICE
The saying goes:
It’s not what you say, but how you say it.
Our voice is a tool and used effectively, is one of the most powerful communication skills. Just as important as
what we say, however, is how we say it – the tone of our voice is part of that.
If our tone conveys an undercurrent of anger or frustration, sounds distracted or preoccupied, or is heavy with
sarcasms, it will influence how others hear what we are saying and how they interpret our message. A
misinterpretation, based on our tone, will distract from the message and could lead to a major
misunderstanding. Misunderstandings in the workplace can be the downfall of a team, lead to unnecessary
expenses, or create a hostile work environment.
On the telephone, it is even more vital to watch the tone in our voice. A listener cannot see our face, or watch
our body language, so all they have to go on are our words and our tone. We need to make sure the two are
in harmony for the most effective communication.
Most people have a similar idea as to what the ideal speaking voice is. These qualities vary only slightly.
Varying pitch - Avoid being monotone by raising and lowering your voice to emphasise or de-emphasise
certain points of what you are saying.
Soft volume - Nobody wants to be yelled at, so speak just a little softer than you normally would, especially
when talking to someone who is physically close to you.
Relaxed tone - If there is tension in your throat or chest, your voice will sound hoarse and forced. Relax your
upper body, including your shoulders, neck and abdominal muscles, and your voice will sound more gentle and
pleasant. If on the telephone sit up straight as slouching does affect your tone.
Your tone of voice can convey a wealth of information, ranging from enthusiasm to disinterest to anger. Start
noticing how your tone of voice affects how others respond to you and try using tone of voice to emphasize
ideas that you want to communicate. For example, if you want to show genuine interest in something, express
your enthusiasm by using an animated tone of voice.
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SPEAKING RATE
The rate you speak can also have an effect on the listener.
Speaking too fast or too slow be fun and exciting to listen to for a while but too much speed is dangerous. The people listening get tired.
You may be asking them to work too hard. When your speech stops being stimulating and starts being uncomfortable, the listener ‗tunes
out‘.
Conversely, slow word-by-very-slow-word turns ears off just as fast. Now people are waiting-and-waiting for you to get on with it and your
lack of speed causes them to lose interest.
Speaking
Rate
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Speaking
Rate
‘Fast’
Speaking
Rate
‘Slow’
Fast speakers may tend to:
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Have listeners interpret the haste as saying: 'I haven't got time for you.'
Or have them think they are being told: 'I want this speech over and done with. It's a chore rather than a
pleasure so I'll do it as fast as I can‘.
Send an unspoken message such as: 'If you can't keep up with me understand it's you, rather than me with
the problem. If you were more intelligent or focused you wouldn't have any difficulty.
Display a feeling: 'I'm feeling so anxious about speaking to you. I'm afraid you won't like or be interested in
what I've got to say, or that I'll stuff it up so I'll say it as fast as possible and sit down.
Slow speakers tend to:
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Insult their listeners by careful word by word placement. It may make them feel you think they're so dull or
silly they will not be able to grasp your content if you go any faster.
Have listeners may think they are boring. Slow is often equated with lack of passion so they might decide
you are not particularly interested in either them or your topic.
Have the listener feel that the speaker does not really know what they are talking about. You have to go
slowly because you are searching for each new word or idea.
The answer to the fast-slow problem is ‗not‘ the middle ground. Rather it is to vary our speaking rate in direct response to
our audience's and our content's need.
Generally a ‗faster‘ speaking speed signals urgency, excitement, passion or raw emotion. It can lead the audience to
expect something thrilling is going to occur. They hold their breaths and go for the ride with you.
In contrast a ‗slower‘ speaking rate signals importance, seriousness, or significant ideas. For example a new concept or
new and perhaps, detailed information may need to be delivered slowly so the audience has time to grasp all of the ideas
and their consequences before moving on. 'Slow' is also useful for summarising material.
The combination of slow, fast, slow, medium speed etc. adds interest to your speech making it easier to listen to.
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USING PAUSES
A pause in the right place at the right time gives the speaker:
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time to breathe
time to consider what it is they are going to say next
time to receive, and digest the feedback they may be getting from the listener or audience
A pause in the right place at the right time gives the listener or audience:
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time to let the images or ideas given them settle in their minds
time to summarise what's been said
time to prepare for what may be coming next
There are differing types of pause.
Short - The shortest pauses, which last anywhere from one-half to two seconds, are for the simple purpose of separating thoughts. It
gives the listener or audience time to absorb what is being said. Changing the tone of voice slightly at the end of each thought
subconsciously informs the audience that the next thought is coming. Also, use a short pause before and after any phrase or word that
needs to be emphasised.
Spontaneity - Another effective pause is known as a spontaneity pause. This is a planned 'unplanned' pause used so that the speaker
does not look too rehearsed. They might apply this pause when they want to pretend to search for a word or phrase that they already
know.
Long - Long pauses of more than three seconds are very powerful. They command the audience to think about what was just said.
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SPEAKING CONCISELY
The term ‗concise‘ is defined as being:
‘Speech or writing that uses few words to say much, concise usually implies that unnecessary
details or verbiage has been eliminated from a more wordy statement.’
Professional communicators keep their verbal communication short and simple. Many agree that speaking concisely — and in a
compelling way — lends credibility.
A research project revealed that only 10% of the words we use get through to the listener.
It is common to find a person that has made his/her point in the first two or three sentences yet continues to speak. This could be
because they are nervous or uncomfortable with silence but in most cases though it is counterproductive and usually annoying.
Simple, short and concise speaking is a valuable skill to learn in business, in personal relationships and most other areas of life. Speaking
clearly, concisely, and convincingly is especially important in today‘s fast-paced work environment, where people are continually
bombarded with competing requests for their attention.
In developing these skills, you will appear more confident and intelligent to everyone you come in contact with. Also, and as important,
you can learn a lot from others when you stop talking and listen.
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Following are some tips on speaking in a brief and highly efficient manner:
1. Be clear with yourself about what you are attempting to communicate.
2. Share with the person (when it isn't obvious) what you want to accomplish.
3. Avoid, at all costs, getting distracted by other issues, ideas, points, stories, and so forth.
4. Use talk-ending techniques like:
Saying, "So, what are the next steps?"
Using an example that sums things up (if it is a public presentation). (Then stop.)
Focusing on getting to the end of what you have to say in minimal time.
Using as few words as possible.
5. Give information in an amount the listener can reasonably digest -- not the amount you personally feel compelled to share.
6. Ask someone you know and trust to give you feedback on the volume of words you use, the degree to which you are clear, and the
degree to which you are concise. It is very important that you are both clear and concise.
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FILLER WORDS
Umm
Filler words are just that – fillers. These words have no meaning and often keep a person from getting a
point across quickly and precisely.
Some examples of filler words are:
Ahh
Like
You
Know
Umm
Ahh
Like
Eh
You know
Basically
Essentially
You know what I mean
People do use fillers when they need time to think about what they are saying, when they are not quite
sure, want some time to think, or are nervous. The primary reason that speakers fall back on these types
of words is that they are used to fill the air while the speaker is constructing the next sentence in their
head. Even though most speakers are terrified of it, silence is still ok. There's a huge difference between
dead air and silence. Dead air is when nobody is saying or thinking anything. Silence is when it's quiet.
Conversationally, these words are hard to avoid. Everybody seems to use them, many times they do not
even realise they are using filler words. However in most workplaces especially in a professional
environment, filler words are usually a sign of poor communications skills.
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Ahh, Umm, Like
Ahh, Umm You
know, Like
Umm Ahh, well
These filler words weaken your conversation or presentation and give the impression that you do not
know what you are talking about. Starting every other sentence with fillers (for example, "you know" or
"like I said") can also be interpreted as verbal expressions of your anxiety or lack of confidence.
Everyone can learn to eliminate filler words and just as with so many other bad habits, the first step
towards change is to become aware that you are using them. Once you have become aware of when you
use fillers, here are some tips on how to eliminate them:
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Stop speaking when you hear yourself use a filler word.
Silently pause instead of filling the space with words.
Breathe.
Move on to your next word.
Here is an exercise that you can use to practice this:
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Speak for 1-2 minutes about something you know, like what you did today or what you do
for a living.
Every time you hear yourself using a filler word, STOP, breathe, and repeat that sentence eventually, with more practice, you will get through the entire 2 minutes without using any
filler words
Cutting out your filler words will help you convey your message to the listener or audience without any
distractions getting in the way. And you will sound more polished and professional.
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THINK BEFORE SPEAKING
Think before you speak. ‗Saying what you mean‘ and ‗meaning what you say‘ is the golden rule to communication. To achieve this you
must hear what you are saying before it is spoken. This requires pausing for a moment of thought. Analyse what you plan to say and
evaluate whether it sounds like what you mean. When you speak to someone, you cannot take back what you‘ve just said.
It always happens that what we say on the spur of the moment is something we later wish we had either not said, or said differently; it
happens to everyone, sometimes, the trick is to remember when. Typically, this happens when we are responding quickly in stressful
situations, or during confrontation, although it can happen at any time. Recognising that we do not always say what we would like to
communicate is important. The goal is to be aware of when to talk naturally and casually, and when to think before we speak, including
when not to speak at all.
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Following are some steps to help you avoid speaking and then later regretting what you had said.
Observe yourself - Take note of when you said something you late regretted. Does it happen mostly with one particular person (or group
of people)? Is it most often in arguments or debates? Is it when you‘re "on the spot" for information? Try to find a pattern. It might be
helpful to start a journal of events so you can compare these at your leisure.
Recognise your situation - After you determine what circumstances might be most likely to produce this unwanted effect, try to be very
observant about when those conditions seem to start appearing. The more skilled you become at recognizing this, the better you will be at
changing your approach.
Observe the conversation - Now that you know you‘re in one of ‗those‘ situations, the goal is for you to process information. Often when
we respond in a less than appropriate way, it‘s because we didn‘t fully comprehend what was being said. This is the time to sit back and
‗listen‘ to what‘s going on around you. Don‘t start focusing on what you‘re going to say; just absorb. Your mind will process this
information in the background.
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Observe the people -Who is speaking and how do they communicate? Some people are very literal and some people use examples.
Some people use a lot of facial expression and body language to augment their conversation, whereas others rely on complex verbiage.
How people convey information is a very good indicator of how they best absorb information.
Formulate responses - Not just one, but consider your options. There are many different ways to say things and your goal here is to find
the best way to convey what you want to say in a way that has a positive impact. Communication is primarily a function of the recipient so
you have to communicate based on the listener.
Consider the information - Is what you want to say effective, necessary, accurate, timely, and appropriate. If you are just responding
because other people are talking, then it‘s possible your communication is not. If not, then sit back and continue to listen. You want what
you say to have impact, not just make noise.
Gauge the reaction - Is the information you‘re going to present formulated in a way to make a positive impact? Creating a negative
atmosphere will guarantee failure in communications. You want people to understand that you are contributing rather than detracting. It
only takes once to ruin your ability to communicate during that time. Identify how the listeners will react.
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Be thoughtful about your tone - How you say it is, in many ways, as important as what you say. Tone of voice can convey enthusiasm
and sincerity, or it can rebuff and show sarcasm, and as most people have experienced, what we say can be taken in the wrong way. The
most likely reason is that the tone of voice, what was said, body and facial language, as well as content, were not all thoughtfully
combined to integrate with the listener‘s most effective method of communication.
Communicate - You now know what you‘ll say, how you‘ll say it and the most likely reaction. Wait for an appropriate break in the
conversation and speak.
Repeat Step 1 - While you‘re talking, consider what you‘re saying and keep a close watch on the reactions as they emerge. After the
conversation is over, review the whole process again in your mind and note what you might have done differently, and why. This is an
ongoing process. Over time, you will refine and improve – you will become a better communicator and people will accept your responses
with a more open mind.
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The follow additional tips should be considered:

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When you say something you shouldn't have, fix it in your mind to avoid that specific situation in the future.
When you say something you shouldn't have, and if it was something hurtful, make a point to apologise. Either immediately,
or in private; however is most appropriate.
Make sure your comments are relevant and appropriate to the conversation. Do not stray from the topic – stay focused.
Wait 5 or 10 seconds before responding. This gives you time to formulate a): whether a response is required, and b): an
appropriate and thoughtful response.
"Better to remain silent and be thought a fool than to speak
out and remove all doubt."
Abraham Lincoln: February 12, 1809 – April 15, 1865
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JARGON
AND
TECHNICAL TERMINOLOGY
When a person is communicating with someone in the workplace (colleagues or customers) whether they are writing, making a
presentation, or just speaking, they need to consciously and subconsciously make an assessment of the listener‘s or audience's intellect
and level of expertise.
However, even when the listener or audience is very bright or highly educated, it's a good idea to avoid using jargon or overly technical
terminology because if they even slightly misunderstand what is being said, there is a high risk of alienating, or irritating them.
Jargon is specialised technical, mechanical or other terminology characteristic of a particular subject or industry. Some terms or words
can have very different meanings in one industry, compared to another.
Communication loses effectiveness when the terminology used is beyond the listener‘s comprehension. Many times a person will use
industry terminology or ‗jargon‘ that is well understood by persons in the industry but forgets the listener may not be from within the
industry.
A person‘s goal is to communicate, and not to confuse. It is then that the important thing to remember is to simplify any terminology that
may confuse, or alienate the listener or audience.
This is why it is so important to know who you are speaking to or with, and use terms appropriate to the listener. Instead of technical
terms or jargon, it may be more appropriate to use simple and clear descriptions instead.
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SECTION SUMMARY
Communication skills can be improved over your entire lifetime. This is especially true with speaking skills. The key is to never stop
practicing and developing these skills.
Strong speaking skills in the workplace prevent misunderstandings, strengthen relationships, and enhance presentations.
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SELF ASSESSMENT
At the end of each section you, the student, are asked a series of YES and NO questions. If any question is unclear our you have
answered NO, then you are encouraged to review the materials in that section again.
SECTION NINE
CONFIDENCE
Can you remember the confidence building tips outlined in this section?
ARTICULATION
Can you define articulation?
Are you able to describe what glottal stops are?
PRONUNCIATION AND ENUNCIATION
Do you remember the reasons why most people wrongly pronounce words?
Can you remember the common reasons why persons wrongly enunciate words?
TONE OF VOICE
What are the meanings of:
Varying pitch in a voice
Soft volume in a voice
Relaxed tone in a voice
SPEAKING RATE
Can you describe the effects of fast and slow speaking?
Why is it important to use appropriate pauses when speaking?
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SPEAKING CONCISELY
What were the tips offered in this section relating to speaking concisely?
FILLER WORDS
Do you remember what filler words are and how to avoid using them?
THINK BEFORE SPEAKING
What were the steps outlined in this section to help you think before speaking?
JARGON AND TECHNICAL TERMINOLOGY
Why is it important for a person to avoid using overly technical terms or jargon when communicating?
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STUDENT NOTES
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