COURSE CONTENTS:

 DICTATING IN ORAL COMMUNICATION

 SIGNIFICANCE OF DICTATING
 USAGE OF DICTATION
 HOW DICTATION MAKES VERBAL COMMUNICATION
MORE EFFECTIVE
 FAULTS OF DICTATION
 DICTATING:

 Dictation is an oral communication between two

persons (usually an executive and a secretary).
 The executive speaks (dictates) a message to the
secretary, who transcribes the spoken words into a
Written message that is to be sent to addressees.
Importance
 The person who can dictate messages clearly and quickly
saves time and money for the employer, and who indirectly
help build company goodwill .

 On the other hand, poor dictating habits result in

confusions, errors, costly damages, loss of company
goodwill, and damages the executive’s status.
Suggestions for better Dictation
Following are the suggestions for improving dictating
habits:

 Preparation before Dictation:

Preparation before dictation requires the executive to :

i. Know the purpose.
ii. Visualize the reader.
iii. Consider the secretary.
iv. Collect all facts needed for the contents of the
message.
v. Prepare an outline, with main points on paper or in
mind.
Suggestions for better Dictation
 Good Dictating Techniques :

i. Dictating in a language that possesses all the C’

qualities.
ii. Dictating from the outline (prepared in advance).
iii. Clear pronouncing.
iv. Clarifying the confusing words and figures e.g. “E”
may be clarified by saying “E for elephant” and “Sixty”
by “six zero”.
v. Spelling the unusual and confusing words and names.
vi. Giving instructions for number of copies, reference,
subject, ordinary or registered mail, etc.
vii. Dictating punctuations.
viii. Maintaining acceptable speed.
ix. Avoiding environmental disturbance.
x. Providing written material when there are tables of
numerous figures.
xi. Setting a time free from interruptions by telephone or
callers.
xii. Developing and using simple abbreviations and code
words, e.g. “SRM” for “send by registered mail”.
xiii. Dictating only the basic ideas (allowing the secretary to
compose the complete message) when the message is of
routine nature and the secretary has adequate information
and ability.
FAULTS OF DICTATION
DICTATION has certain faults if it is not properly
delivered which is evident from the complaints
received from secretaries who get the dictation. Such
faults may arise from careless handling of the situation
by the executives.
However, some specific faults may be traced in
the following points:
1. Lack of proper enunciation.
2. Lack of patient hearing.
3. Lack of care by the person giving dictation.
4. Lack of interpretation by the person getting dictation.
How Dictation makes verbal
message more effective?
 Writing latter in a big and busy organization may
mean the use of Stenography/Secretary or
Recording Machine. Saying something to be
written or noted down or recording. (L1 case of
mechanical device) may mean dictation.

 For an effective dictation both the parties---- one

giving and the other taking the notes--- should be
alert and through. It is here where it is more valid:
think before you speak, similarly, understand
before you made should be the motto for the
secretary/steno.
Dictation may be through men/woman or dictating
machine. Both needs to be handled with care.
1. Dictation is given from an outline.
2. Enunciate clearly in words and figures.
3. Spell unusual/difficult words, names, etc.
4. Give special instructions in the beginning.
5. Dictate punctuation’s, paragraphs, and
quotations.
6. Dictate at normal rate with ease.
7. Dictate less and delegate more.
8. Get prepared to interpret properly.
TELEPHONING:
 For business and professional use, the telephone is an
effective oral communication tool and
 one of the most important channels of communication.
Often a telephone conversation can take the place of two
written messages or a face-to-face interview. In most of the
cases communication through telephone is comparatively
less time taking and more economical.

 Telephone talks are also more effective in some cases than

the written messages. Something difficult to say in face-to-
face interview, can be easily said on telephone. The time
that phone calls save to handle certain inquiries and
business is valuable for both the callers and the
respondents. Business may also sell goods and services
through telephone calls. It is a medium, which helps
contact more customers, more frequently at lower cost, and
earns money from sales. The telephone is therefore, useful
in saving money, time and labor, and increasing efficiency
and revenue.
Suggestions for effective
telephoning:
 Telephoning to be effective requires:
 (a) preplanning by the caller, and
 (b) desirable behavior during conversation by the
conversing persons.
Preplanning:
 Before calling, the caller should:
 i. Know the specific purpose of the call.
 ii. Know the person to be called.
 iii. Consider the best time to phone.
 iv. Plan the opening statement.
 v. Jot down the questions to be asked.
 vi. Have paper and pen handy for note taking, and
 vii. Place near the phone any figures, file,
correspondence or whatever may be necessary
 for reference.

Desirable behavior during
conversation:
 Called should:
 i. Confirm whether the desired person or office
has been connected.
 ii. State the purpose of the call at the beginning.
 iii. Summarize the main points before closing,
and
 iv. Thank the listener and let him / her hang up
first.
Respondent should:
 i. Respond promptly with a clear pleasant voice.
 ii. Greet the caller by saying “ASSALAM-O-
ALAIKUM” and mention at the beginning
 his or her (respondent’s) name ad office.
 iii. Answer all questions asked.
 iv. Give extra information if relevant.
Respondent should:
Both Persons should:
 i. Smile, because the tone of a smiling speaker’s
voice sounds pleasant although he / she
 are not seen.
 ii. Try to make the conversation interesting.
 iii. Listen without interrupting the other person.
 iv. Listen for the tone of the other person’s voice.
 v. Hold the phone mouthpiece about ½ inches
from lips.