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In communication, what matters most?






Albert Mehrabian's model below has become one of the most widely referenced statistics in communications. The theory is particularly useful in explaining the importance of meaning, as distinct from words.

The 3 Vs of communication

  • Appearance
  • Posture
  • Eye-contact
  • Facial Expressions
  • Gestures
  • Random Body Movement (RBM)
  • Movement
  • Volume
  • Pitch
  • Tone
  • Rate of speech
  • Enunciation
  • Intonation
  • Use of pauses
  • Organization
  • Concise wording
  • Sentence structure
  • Grammar
  • Watch for:
    • Acronyms
    • Jargon
    • Fillers & non-words (um, uh)




The 3 Ps of Presentations: Planning, Preparation, Practice




What we expect of others

We naturally expect political leaders, news readers and reporters to be excellent communicators, but they seldom live up to our expectations. We've all commented on certain public voices at some time or other! Tony Blair rarely closes his sentences correctly, for example, so they sound almost like questions, rather than convincing statements.

Many other ‘expert’ communicators also fail to convince vocally. Listen again to reporters, politicians, business people and union leaders who are trying to get their points across. Are you convinced by the delivery of their words, whether or not you agree with them?

* * * * *

How effective is your communication?

Being an expert in sales, management or engineering or home equity lines of credit does not guarantee your ability at communicating your expertise to others. Your knowledge can be conveyed so much more effectively when you learn how to use your voice effectively.

We were not taught to communicate effectively at school.
We are taught simply to string words together.

Call Centers - How to lose customers and influence nobody!

Somebody recently said that call center staff often sound like 'Talk Your Weight' machines! Of course there are some exceptions, but you can’t take chances because all front line staff are vitally important to your future business. Their training can make or break your reputation.

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So what?

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