Chapter 4: Apply oral communication skills

Effective oral communication is fundamental across all professional fields in Kenya, enabling individuals to convey ideas, instructions, and feedback clearly and persuasively. Whether in a tractor yard, a feed mill office, an agro-vet shop, or a produce stall, the ability to communicate orally influences teamwork, customer relations, and operational success. This chapter explores key concepts of oral communication, including the terminology, pathways, organizational policies, questioning techniques, etiquette, and active listening skills essential for professional excellence.

4.1 Oral communication

Oral communication is the exchange of messages by speaking and listening, and it is widely used in a machinery store, on a farm and on a site. Orders are given, faults are explained, instructions are confirmed and problems are solved in conversation, usually within minutes. Because spoken words disappear as soon as they are said, oral communication depends on clear speech, careful listening and agreed rules about how and to whom messages go. This topic defines the terms that the rest of the chapter uses, and each term is developed in the topics that follow.

4.1.1 Definition of terms

Seven terms are defined here. Each is short on purpose: the types of oral communication, the pathways, etiquette and active listening are taught in full in their own topics.

4.1.1.1 Oral communication

Oral communication is the process of passing ideas, information or feelings from one person to another through spoken words. It includes face-to-face conversation, telephone calls, meetings, briefings, presentations and discussions. It is supported by the voice, the face and the body, which show the speaker's attitude.

Example: a technician explains to a farm owner over the telephone why the irrigation pump is not delivering water, and the owner asks questions and agrees on the date of repair.

Oral communication is quick and allows immediate feedback and correction, but it leaves no record unless it is written down afterwards.

4.1.1.2 Communication pathways

Communication pathways are the routes along which messages pass between people in an organisation. A message may travel from a manager to a supervisor to a team, from a worker up to a supervisor, between colleagues of equal rank, or outside the organisation to a supplier or client.

Pathways are formal when the organisation has set them, such as a morning briefing or a reporting line from technician to workshop supervisor. They are informal when they grow out of personal relationships, such as a talk among colleagues during a tea break.

Example: a fault on a milking machine is reported by the milker to the herdsman, then to the farm manager, and finally to the technician who is called to repair it. That is a formal pathway. A colleague who mentions the same fault at the lunch break uses an informal pathway. The types of pathway are taught in Communication pathways.

4.1.1.3 Policy

A policy is a written statement of the principles and rules that guide decisions and actions in an organisation or on a subject. It tells people what is expected, so that they act in the same way in the same situation and do not need to ask each time.

A policy states what must be done and why. The detailed steps for doing it are usually written separately as procedures.

Example: a safety policy that says every worker must wear hearing protection near running engines applies to all technicians and visitors, whatever their rank.

Policies are approved by management, communicated to all staff, and reviewed from time to time.

4.1.1.4 Organization policy

An organisation policy is a policy that applies to the whole organisation, or to a named part of it, and sets the rules for how its people work and behave. It is written by the management of the farm, company or workshop and applies to every employee.

Organisation policies cover subjects such as safety and health, working hours, dress, use of company equipment, confidentiality, and communication. A communication policy, for example, may state who is allowed to speak to clients and the press, how quickly telephone calls must be answered, which messages must be confirmed in writing, and which language is used for safety instructions.

Example: a packhouse's communication policy may state that all changes to the delivery schedule are given by the supervisor and confirmed in writing the same day.

Following the policy keeps the messages consistent and protects the organisation and the worker.

4.1.1.5 Questioning techniques

Questioning techniques are the ways of asking questions to get information, check understanding or encourage a person to speak. The choice of question controls the type of answer. A closed question has a short, fixed answer such as yes or no. An open question needs a fuller reply. A probing question follows up an answer to go deeper, and a reflective question repeats what the person said to confirm it was understood.

Example: a technician diagnosing a tractor fault first asks an open question, What happened just before the engine stopped, then a probing question, Was there any change in the sound, and finally a closed question, Is there fuel in the tank.

The types of question are taught in Effective questioning techniques.

4.1.1.6 Etiquette

Etiquette is the set of accepted rules of polite and respectful behaviour in a situation. In oral communication it covers greeting, addressing people by title or name, speaking politely, taking turns, not interrupting, listening and ending a conversation courteously.

Example: a technician who is answering the telephone at a farm machinery dealership gives the name of the business, greets the caller, listens until the question is finished, and thanks the caller at the end.

Good etiquette builds respect between workers and with clients. It is developed further in Workplace etiquette.

4.1.1.7 Active listening

Active listening is listening with full attention in order to understand the speaker's message and show the speaker that it has been understood. The listener does not only hear the words, but also watches the speaker's face and body, avoids distractions, and responds by nodding, asking questions and repeating the main points.

Example: when a supervisor explains the new spraying schedule, a technician who listens actively keeps eye contact, writes down the dates, and asks, May I confirm that the knapsack sprayers will be calibrated on Thursday.

The techniques and stages of active listening are taught in Active listening.

Chapter Summary

This chapter explored the fundamentals of oral communication, defining key terms such as communication pathways, organizational policy, questioning techniques, etiquette, and active listening. Various types of oral communication within an organization were examined, including face-to-face interactions, telephone conversations, video recordings, public speaking, monologues, dialogues, lecturing, and preaching. The chapter distinguished between formal and informal communication pathways, highlighting their respective advantages and disadvantages. Methods for reviewing and maintaining these oral communication pathways were also discussed to ensure effective information flow. Workplace etiquette was covered extensively, outlining different types and emphasizing its importance in fostering a respectful and professional environment. Active listening was presented as a critical skill, with a focus on its significance, techniques, and stages to enhance understanding and engagement. Practical application of etiquette in the workplace, initiating conversations through questioning and answering, as well as preparing and delivering presentations on public speaking, rounded off the chapter’s comprehensive approach to developing oral communication skills.