Communicating by Speaking 
Throughout any working day it is highly unlikely that a worker will not encounter someone else to speak to. This might be face to face, over a video link, or by telephone. A variety of people might be encountered: a customer, work colleague, manager, a 'secret shopper', or other people such as the general public who might be passing by yet stops briefly to speak with a worker. Depending on the situation, in particular whether the other person can either see you, or just hear you, it is desirable that a good impression is projected by the worker, not just of themselves but also the organisation they work for.
Effective spoken communication will require some or all of the following:
- Having a suitable understanding of the work you are doing. If you find that your skills or knowledge can be improved, then further education and training is an ideal subject to discuss in a performance appraisal with a line manager.
- Speak clearly (neither too fast nor too slow), so don't rush what you want to say, and at an appropriate volume, meaning don't shout and don't whisper, although there might be occasions when this is what is expected.
- If you are unable to understand the other person, for example, if they speak a different language to you, then try and see if someone else can help, or if you can take some contact details on which another person can contact them. Being able to get a telephone number or email address off someone might be a reasonable action to do.
- Where someone can see you, then use appropriate body language and give them your attention and do not be distracted by other things. Ignoring someone in front of you, with whom you are speaking, is considered rude and inappropriate, and this includes answering a call (unless it was an expected emergency) whilst you should be speaking with the person at hand. Be polite in your actions and treat others how you yourself would wish to be treated.
- Where possible, try and build a rapport with the other person as this can help in achieving a successful outcome, i.e. an effectively communicated message.
- Avoid jargon as many people won't understand it, unless it is appropriate in a work situation where you know that others will understand any technical terminology. If you do need to use technical jargon then explain what this means where it is clear the other person will not likely know what it is.
- Check that the other person has understood what you are saying. Get feedback from them as confirmation of their understanding.
- Clarify that you have understood what they are speaking to you about, especially if it is a query from a customer.
- Be pro-active and offer to help the other person if needed, rather than waiting for them to ask, as they might be unsure of what they are asking about.