Chapter 21. Say What You Mean: Concise Verbal Communication

Goal

Goal

To focus on the importance of clear and concise verbal communication. Participants will follow verbal instructions for writing the numeral 5.

Time Required

Approximately 30 minutes

Group Size

Six to thirty participants

Materials

Materials

  • Two sheets of blank paper and a pencil for each participant

  • One copy of the Say What You Mean Instruction Sheet for the facilitator

  • One sheet of blank paper and a felt-tipped marker for the facilitator

  • Flip chart for recording

Process

  1. Prior to the session, use a felt-tipped marker to draw the numeral 5 on a sheet of paper by following Instruction Set B on the instruction sheet.

  2. Introduce the session by stating that the ability to give and follow accurate verbal instructions is an important feature of meeting customer needs. This activity is designed to help the participants focus on the importance of clear oral communication.

  3. Distribute two sheets of paper and a pencil to each participant.

  4. Explain that the participants are to use one sheet of paper to draw the “secret object” as you describe it; no questions allowed. Using the instruction sheet, read aloud Instruction Set A, pausing after each step.

  5. Direct the participants to hold up their completed pictures for everyone to view. Discuss the differences among the various drawings.

  6. Without revealing the “real” picture or giving any hints, ask the following questions in turn. Record the answers on the flip chart:

    •

    What questions would you have liked to ask as the instructions were being given?

    •

    What words or phrases could have been used to help you draw the picture more accurately?

  7. Direct the participants to use the other sheet of paper to follow your instructions again. Read aloud Instruction Set B, pausing after each step.

  8. Direct the participants to hold up the new pictures for everyone to view. Show the participants your picture of the numeral 5 created prior to the session.

  9. Discuss why the second set of pictures is more uniform than the first set. Ask for specific words and phrases that were “muddy” or “clear” and record these on appropriate flip-chart sheets.

  10. Facilitate a large group discussion by asking the following questions:

    •

    Why is two-way communication so important?

    •

    In what types of service situation is clear verbal communication a vital aspect?

    •

    What are the possible results of unclear communication in these situations?

    •

    What are some examples of real-world experiences where communication broke down and the resulting outcome was unfavorable?

    •

    What specific steps can employees take to make the communication process clear and effective?

Say What You Mean Instruction Sheet

Instruction Set A

  1. Draw a short line.

  2. Draw another line touching the first line you drew.

  3. Put your pen at the other end of the second line and draw a half circle.

Instruction Set B

  1. Starting in the middle of your paper, draw a horizontal line about 1 inch long.

  2. Place the point of your pencil on the place where the horizontal line begins, on the left. From that point, draw a vertical line that extends approximately 1 inch.

  3. Starting where the second line ends, draw a backwards C, going from top to bottom. The tips of the backwards C should be about 1 inch apart.

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