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Verbal Communication skils
Effective verbal or spoken communication is dependent on a number of factors and cannot be fully isolated from other important interpersonal skills such as non-verbal communication, listening skills and clarification.
Clarity of speech, remaining calm and focused, being polite and following some basic rules of etiquette will all aid the process of verbal communication. See our page: Effective Speaking for more information.
This page is designed to help you think about how you communicate verbally. The page includes information on the processes involved and the steps you can take to help ensure that verbal or spoken messages are received as intended.
Opening Communication
In many interpersonal encounters, the first few minutes are extremely important as first impressions have a significant impact on the success of further communication. 
Everyone has expectations and norms as to how initial meetings should proceed and people tend to behave according to these expectations. If these expectations are mismatched, communication will not be effective or run smoothly, and some form of negotiation will be needed if relations are to continue.
At a first meeting, formalities and appropriate greetings are usually expected: such formalities could include a handshake, an introduction to yourself, eye contact and discussion around a neutral subject such as the weather or your journey may be useful. A friendly disposition and smiling face are much more likely to encourage communication than a blank face, inattention or disinterested reception.
Reinforcement
The use of encouraging words alongside non-verbal gestures such as head nods, a warm facial expression and maintaining eye contact, are more likely to reinforce openness in others.
The use of encouragement and positive reinforcement can: 
•	Encourage others to participate in discussion (particularly in group work)
•	Signify interest in what other people have to say
•	Pave the way for development and/or maintenance of a relationship
•	Allay fears and give reassurance
•	Show warmth and openness.
•	Reduce shyness or nervousness in ourselves and others. 
Effective Listening
Active listening is an important skill and yet, as communicators, people tend to spend far more energy considering what they are going to say rather than listening to what the other person is trying to say. 
Although active listening is a skill in itself, covered in depth on our listening pages, it is also vital for effective verbal communication.
The following points are essential for effective and active listening:
•	Arrange a comfortable environment conducive to the purpose of the communication, for example a warm and light room with minimal background noise.
•	Be prepared to listen.
•	Keep an open mind and concentrate on the main direction of the speaker's message.
•	Avoid distractions if at all possible.
•	Delay judgment until you have heard everything.
•	Be objective.
•	Do not be trying to think of your next question while the other person is giving information.
•	Do not dwell on one or two points at the expense of others.
•	The speaker should not be stereotyped. Try not to let prejudices associated with, for example, gender, ethnicity, social class, appearance or dress interfere with what is being said. 
Questioning
Effective questioning is an essential skill.  Questioning can be used to: 
•	Obtain information.
•	Start a conversation.
•	Test understanding.
•	Draw someone into a conversation.
•	Show interest in a person.
•	Seek support or agreement.
Closed Questions
Closed questions tend to seek only a one or two word answer (often simply 'yes' or 'no') and, in doing so, limit the scope of the response. Two examples of closed questions are "Did you travel by car today?" and "Did you see the football game yesterday?" These types of question mean control of the communication is maintained by the questioner yet this is often not the desired outcome when trying to encourage verbal communication. Nevertheless, closed questions can be useful for focusing discussion and obtaining clear, concise answers when needed. 
Open Questions
Open questions broaden the scope for response since they demand further discussion and elaboration. For example, "What was the traffic like this morning?" or "What do you feel you would like to gain from this discussion?" Open questions will take longer to answer, but they do give the other person far more scope for self-expression and encourage involvement in the conversation.