HO CHI MINH CITY UNIVERSITY OF FOREIGN LANGUAGE-

INFORMATION TECHNOLOGY


THE ROLE OF ORAL COMMUNICATION SKILLS TO THE SUCCESS

OF EMPLOYEES IN MAJOR EDUCATION COMPANY

Intructor’s name: Vo Thi Thien An

Student’s name: Huynh Thi Diem Hang

ID Number: 18DH712485

Class: TA18019

Ho Chi Minh, June 2021

 THE ROLE OF ORAL COMMUNICATION SKILLS TO THE SUCCESS
OF EMPLOYEES IN MAJOR EDUCATION COMPANY

ABSTRACT
In communication skills, we have many communication skills. But oral communication
skills are the most common among skills. Because of verbal communication, the message
is conveyed faster and can interact with the opponent the most. In a Major Education
company, verbal communication is the point part of communication skills. It accounts for
more than 80% of the working environment here. Instead, they use text in meetings or
conversations with students. This is a company that specializes in the field of education,
verbal communication is essential in the work environment.

In Major Education, employees have verbal communication skills. Because it is a tool to

help them create relationships around. Help them create strong relationships at work.
Thanks to ingenuity in words, employees can have proper behavior and avoid conflicts in
words. Besides, employees easily build trust with their boss. Thanks to the certainty of
words. From there, employees feel satisfied with their work when there is comfort at
work. Because thanks to their ability to communicate, the boss is always satisfied and
does not put pressure on their employees. The performance of the work becomes higher.

In this research paper, the aim is to show the role of verbal communication skills leading
to the job success of employees at Major Education company. To fulfill the purpose of
the research paper, a list of questions to display on the google form for qualitative date
collection.

Keyword: oral communication, relationships, satisfaction, barriers, productivity.

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CHAPTER 1: INTRODUCTION

1. Introduction:

Oral communication skills play a vital role in business as well as our life.
Communication is a natural ability for each person. It will help employees interact with
the world around us, creating miracles out of our inherent ability to communicate. It
befalls through uttered words. In oral association, sender and receiver come together to
exchange their views through conversation, face-to-face between individuals or groups of
selves. Plus, people are with or without using any mechanical or electronic device such as
telephone, teleconference, meeting, public address system, lectures. Tony Robbins (1986)
said: “Communication is power. Those who have mastered its effective use can change
their own experience of the world and the world's experience of them. All behavior and
feelings find their original roots in some form of communication".

.1. Background:

In the Major Education company, managers spend 75% of their time communicating
directly. When conveying words, people prefer verbal communication channels
compared to written ones. The reason is that talking takes less time and demands no
computing, keyboarding, rewriting, duplicating, or distributing. More importantly, it
grants the possibility for feedback. When people communicate orally, they can ask
subjects, share opinions, and interpret doubts. People work together to solve problems. It
is also the best channel if there is an emotional component in the message. They can use
their inherent communication skills to create advantages in their work. So oral
communication skills have a role that leads to success in the workplace. Moreover, it may
help people build and promote relationships or increase satisfaction and productivity in
the workplace.

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1.2. Rationale:

Oral communication is an essential skill for everyone. It brings the highest efficiency to
people in communication. Especially in the working environment, the use of language to
communicate is significant. In Major Education, employees use productive verbal
communication skills. Because their work needs to expand relationships to create a good
performance for work, this study will measure with questions to survey employees here.
From there, my research gives an accurate conclusion for the study.

1.3. The aim of the study:

Oral communication has many benefits at work. Moreover, it will help us become
successful at work. Therefore, the purpose of this study is to find out the role of oral
communication at work. Besides, employees can find out its strengths and limitations.
From there, employees can easily find out how to behave at work.

1.4. The study’s limitation and delimitation:

In the study, the role of employee communication in Major Education will be explored
most clearly. Point out the problems of the given topic. Besides, the research paper may
encounter issues when researching. It is difficult for the research paper the most accurate
data. So, there are surrounding conditions that affect the research. Additionally,
Difficulty in interviewing and surveying subjects.

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1.5. Methodology:

To complete the research, the researcher will use the method of direct research to get the
most accurate information. Besides, the researcher will use relevant materials such as
books, newspapers, the internet. To be able to synthesize and give the essential roles of
this skill. To help staffs understand and draw problems to improve their verbal
communication skills.

1.6. Organization of the study:

The research consists of five main chapters, not to mention the conclusion:

◙ Chapter 1: provides (1) the background of the study; also included in this chapter
are (2) the rationale of the study and (3) the aim of the study, (4) the study's
limitation and delimitation, (5) the methodology employed in the research and (6)
the organization of the study.
◙ Chapter 2: presents a review of literature related to the matters under discussion
which serves as the theoretical framework for the study.
◙ Chapter 3: describes the research design and the methodology employed in the
research.
◙ Chapter 4: analyses the findings from the students' questionnaire.
◙ Chapter 5: draws conclusions and offers recommendations to the researcher.

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CHAPTER 2: LITERATURE REVIEW

2. Literature review

This chapter consists of definitions of the role of oral communication skills in the Major
Education company. Also includes in this chapter is previous related research about
building relationships and improving productivity.

2.1. The development of relationships

The linguistic capital helps a lot at work, as it can reduce language barriers. In our world,
we communicate in many forms as actions, texts, or direct verbal communication. The
speakers may directly express their opinion as well as their thoughts to the listeners.
Previous research of Indeed.com has demonstrated that oral communication is also vital
to developing strong relationships. For case, if you meet at a conference with your
associates, you can practice your verbal communication by finding chances to provide
opinions and quiz issues. They can show that you are engaged and open to hearing your
team's ideas as well as prompted to give your thoughtfulness. Besides, Cleverism.com
also said that good verbal communication skills of the employees of an organization
foster excellent business relationships with other organizations, customers, suppliers. In
the business, this is extremely practical because it helps them communicate with partners
as well as colleagues in the company. However, Indeed.com and Cleverism. com
indicated that you should build relationships in the workplace because it supports too
much in this. Additionally, it creates trust with managers to have developed in the
workplace. Moreover, it helps reduce the barriers as well as increase job satisfier. 

2.1.1. The increases trust managers

In the work environment, the most important thing is to create trust with each other.
Because when we trust each other, people have a friendly working environment. When
they work in a comfortable environment, they will love their work. To do that, they need

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to be able to communicate well because it is a means for us to persuade and create trust
with our words.
Additionally, people create trust between colleagues. When colleagues trust each other,
they will easily keep pace with each other's work. Several publications have appeared in
recent years documenting Olivier Serrat (2017).  In organizations, business manners—be
they executives, operational—are conveyed via contacts. Since trust among interacting
individuals is the institution of productive relationships, it stands to purpose that
companies can receive benefits from restoring it. High-trust conditions equate positively
with high ratios of personnel involvement, engagement, and organizational celebrity.
Besides, Adu-Oppong and Agyin-Birikorang (2014) have proposed to explain, open
communication, whether between employees or between management and employees,
leads to better personal and professional relationships. Employees feel genuinely cared
for and valued, and they are more likely to be loyal to the organization, creating a
friendly environment, and fostering a better, beneficial working relationship. In business,
trust is essential to understanding others. So, work relationships are enhanced. When the
working environment becomes civilized and friendly, the competition for work among
members will become fairer.
However, to Olivier Serrat best knowledge, very few publications can be found available
in the literature that discusses the issue of increasing trust by oral communication skills in
the workplace. Good communication is essential at work. People know how to
communicate wisely with others when work relationships are broader. People may be
easy to talk to others. For the boss, they will create interconnection around with members
or partners. They will know how to use speech to talk to people. During the meetings,
people can use their words to express the presentation they have prepared. When the
performance is successful, they will gain another trust. At that time, relationships develop
because of their abilities. That makes it easy for them to advance at work. If people have
problems with their jobs, the people around will help them get through the relationships
they have had. Besides, everyone can share their opinions for further improvement. Good

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relationships are not easy to achieve because it is a long process. People need to interact
more with each other to get to know and understand each other better. 

2.1.2. The reduction barriers

Members of a group have a good relationship with each other, which reduces the conflict
within a group. In a team or work organization, there are always unnecessary conflicts.
That results in low-efficiency work. Good communication is a way to reduce harmful
barriers at work. People will know how to speak to please others. Common conflicts are
the circumstances or the words of someone else. Because not everyone may speak well to
know how to please others, they may say annoying things, but they do not also know
themselves. According to Managementstudyguide.com, communication has a big role to
play in conflict management. It detects that poor communication always results in
misunderstandings and eventually conflict. 

Communication is not just about speaking directly with each other. They can either write
emails or use text messages to communicate with each other. So, not only reduce the
conflicts but also make the relationship between them closer. Because of that, they can
share feelings as well as thoughts in work or life. Then they will feel more comfortable at
work.

Current research on Poppulo by Tim Vaughan is focused on overcoming language

restrictions in the workplace is something that should be a top advantage for businesses.
Neglecting such barriers or trying to work around them can lead to some pressing issues
including domestic inadequacy, mistakes, feeble potency levels, and faculty of privacy.

Besides, language barriers can damage a business chances of expanding into an

international market. It can severely impact its growth potential. By overcoming signal
barriers, these inherent obstacles can be avoided and there is an opportunity to espouse
and avail from everything a various workplace must happen.

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2.1.3. Higher job satisfaction

Verbal communication is the most effective way for a team to get work done. At that
time, the group leader will determine the necessary points that the group needs to
complete. Offering the most effective solutions, agreed by all members, and making the
final decision. If communication is not productive will make the job impossible, group
members all have different opinions as well as thoughts. If people do not find a way to
communicate to synthesize and select ideas, it will make teamwork fail because they
cannot agree on the best ideas. Group communication always needs clarity and precision.
Because not all members have good communication ability, they will not convey all
opinions or communicate clearly, causing the other members not to understand the
meaning. There is a need for a leader who will lead all members to the right problem and
explain to the members with their proficient communication skills.

Joey Papa (2017) said verbal communication in group interaction also provides clarity.
That is where verbal feedback should be encouraged to get an accurate pulse on how well
the group understood the instructions. In this paper, DuFrene & Lehman (2014) offer that
efficient communication provides to more formidable employee well-being and
commitment, lower turnover, and stronger long-term commitment.

Joey Papa (2017) and DuFrene & Lehman (2014) indicate that by verbally
communicating, the leader may find the loopholes and misunderstandings and deliver a
clear message. Orientation was the steps of the plan that were. To help members to be
more motivated when giving their own opinions, thereby creating a premise for them to
have the motivation to do their best with the given plan because of that of their ideas.
Therefore, communication can help motivate team members to work better and more
effectively. They can offer their views. The messages help them feel able to move
forward in their planned plan.

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2.2. The improvement of productivity

Relationships at work have progressed positively, which will make people feel more
secure in their work environment. When people have good relationships with people in
the company, they are mentally happier. That is premise creates the efficiency of the
work. From there, their satisfaction with their job increases, and their performance
increases. Thanks to the spirit of working actively. Miles Burke (2017) said the focus on
strategies that increase job satisfaction creates a more productive workforce and higher
rates of business success. The surrounding factors affect a lot on a person's work
performance as superiors, partners, customers.

For several years great effort has been devoted to the study of Dr. Radhika Kapur (2020)
To lead to increases in fecundity, it is essential for the branches to not only expand their
consciousness and knowledge in terms of multiple portions but also advance efficient
interaction with the other posts, these include, superiors, assistants, co-workers, and the
selves, external to the system. When they will focus on the up gradation of interaction
skills, productivity can be augmented.

In the work environment, the most important thing is job satisfaction. Since people are
satisfied with their work, they work with enthusiasm. They will use their best strength to
get the job done as well as possible. Communication is an essential element in increasing
satisfaction levels. People who know how to communicate will avoid misunderstanding
by others. Also, it increases productivity in the workplace. For leaders, when they have
good communication skills, they will be very popular with their subordinates. They know
how to adjust things with words. Besides, they use the right language to convey content
clearly and concisely. Employees can understand all about their business strategy. Since
then, work efficiency is growing. That makes the staff respectful and satisfied. Because
the boss understands and communicates the necessary content to bring high work
efficiency. The other employees have good verbal communication skills that will help
their job. They use their communication skills to please people when they are satisfied

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with the leaders. They will know how to convey thoughts to others. They will especially
know how to please their superiors. It is very beneficial in their work. Besides, the job
will develop the most favorably. If they could use their words to persuade listeners in
meetings, offer your own opinions and opinions to engage people.

Dale Carnegie (1936) said “The way of showing concern is like applying other principles
to human behavior: Be honest, not deceit. It should be beneficial to the person showing
the interest and the one receiving the interest. The result must always ensure mutual
benefits".

That helps them create a good impression on their superiors. Facilitate advancement in
work and increase satisfaction. In the work environment, good communication also
improves the relationship between colleagues. People may easily communicate because
they can use language. When they can communicate well, they avoid the risk of words
posed. Since then, the relationship between individuals appreciates. They will feel
happier and more comfortable in the working environment. Therefore, they will always
feel satisfied with their work and for higher productivity. That also has a link to corporate
profits, making the company grow even further.

2.3. Summary

Communication plays an indispensable role in work as well as in life. Because

it is a necessary condition for people to be able to communicate with everyone
around, people may create situations around them and make life more exciting. If
it does not exist in life, it means people will not be able to interact with each other.
Leads to life will eventually cease to exist. Therefore, the role of communication is
significant in life. It can create great things in life. At work, it can help people
connect as well as avoid conflicts or obstacles around. Eleni Kamboura (2008)
said cultivating human communication at the personal, conventional, labor,
educational and administrative levels is found to be essential for social cohesion,
democracy, freedom, growth, peace, and salvage human values. Therefore,

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everyone should improve their communication skills every day so that everyone
can thrive in life as well as at work. People will always achieve success and be
promoted in the fields.

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CHAPTER 3: METHODOLOGY

In this study, we will find out what successes oral communication will lead to in Major
Education. This study will help us to understand better. Besides, we will learn how to
make verbal communication skills for employees to succeed in Major Education.

So that collect data for the study, the survey is taken but in form of a questionnaire
because there is avoidance of meeting in public during the Covid-19 pandemic. A staff
questionnaire was prepared based on the information collected from 25 staff in Major
Education company. This method of collection ensures a high response rate, accurate
sampling, and a minimum of research bias while giving the benefit of a degree of
personal contact. The use of this special kind of questionnaire enables the collection of
more knowledge. Staff can respond freely to what they think in each question. Therefore,
a more representation description of a situation.

This staffs' response focused on the perspectives from staff in Major Education company.
Moreover, how they build a relationship by oral communication and the creation of this
skill the productivities for staff.

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CHAPTER 4: DATA ANALYSIS AND FINDINGS

This chapter analyzes and discusses the results from the staffs’ responses to interviews.
The aims of the data analysis are to find out the answers to the research questions
mentioned in the previous chapter.

4.1. Staffs’ Responses to Interview:

The staffs’ responses divided into four parts:

The development relationships in

Major Education Company

20% 24%

56%

Increases trust manager Reduce the barriers Higher job satisfaction

4.1.4.1.1. In Major Education Company, employees should develop

relationships to help them with their jobs. Oral communication is one of the most
essential skills. Because employees can create miracles based on verbal
communication skills. Chart 1 below will show the percentage of oral

Chart 1. Oral communication skills help to develop relationships in Major Education Company

communication skills help to develop relationships in Major Education Company.

As shown in Chart 1, The first, employees could be to reduce misunderstandings and

conflicts in the workplace, of which, based on the survey, more than 56% of employees
agree with this. Next, creating trust with superiors thanks to their speaking ability is also

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indispensable in the work environment. That creating trust for superiors is very difficult.
It must go through a process based on the working process and its behavior in the
working environment. According to the survey, the number of employees who agree is
24%, much less than conflict at work. In the end, job satisfaction accounts for 4% less
than creating trust with superiors. Not so that satisfaction is not essential in the work
environment. Unless employees are not satisfied with the job, they will not be able to
stick with the job for long. To do that, employees need to develop more relationships
around them, to have the best working environment they can feel. Good oral
communication skills can avoid employee misunderstandings. Because they will use
language more skillfully in work behavior.

4.1.2. The
The increase trust in staff in
Major Education company oral

4%4%
28%
28%

36%

Strong agree Agree Slightly agree

Disagree Completely disagree

communication skills increase trust in staff in the Major Education company. In

the working environment, especially in the workplace, the most important thing
is to trust each other for the job to be favorable and develop. Especially, that is
the trust between the employees together. Verbal communication not only
reduces misunderstanding among employees. Besides, it also helps employees

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Chart 2. The oral communication skills increase trust in staff in Major Education Company
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increase mutual trust. Chart 2 below will show the percentage of the oral
communication skills increase trust in staff in the Major Education company.

Based on the survey, we have specific data showing the percentage of people who agree
and do not think that verbal communication skills increase trust among employees in
Major Education Company. Firstly, the number of staff agreed to accounts for 64% of the
total. Explaining this, the company's native professor George replied, "It takes trust with
each other to get our work done the most. And more than that, as a teacher, it is
necessary. have words to convey and persuade others. Besides, we can also work in a
healthy work environment. " On the other hand, more than 28% of staff slightly agree to
this. Their stance is quite neutral. Because they may or may not believe it. This is not
very clear and does not solve the problem being raised. Finally, 8% of the total
employees disagree with the verbal skills that create a trust for employees in Major
Education Company. George, an employee of the company's B22 department, said: "I
feel that creating trust among employees does not have to be verbal to do it. Because we
can use action. to show that. " Everyone has their arguments but creating trust among the
employees is very important. Because of mutual trust, new employees cooperate on a
group /issue or possibly a company partner.

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The ways to improve the oral communication skills in Major Education

Company
Be an active listener
Vary your vocal tone
Think before you speak 
Be clear and concise
Speak with confidence
0 2 4 6 8 10 12 14 16 18

WAYS

4.1.3. If employees needed to improve your verbal communication skills, what

would they do? Chart 3 below will show the ways to improve the oral
communications skills in Major Education Company.

Chart 3. The ways to improve the oral communication skills in Major Education
Company

In the working environment, not all employees could deliver well. Therefore, employees
need ways to improve their communication skills. The methods suggested in the survey
can help them greatly in improving their communication skills. There are 16 choices for
"Vary your vocal tone" This is the main point in a conversation. When the staff uses a
soft tone of voice, it makes the conversation feel comfortable and without pressure. The
contract, when using a loud, harsh voice, that conversation becomes tense and feels
uncomfortable, making the other person feel reluctant to continue talking. Besides that,
there are 13 options for "think before you speak" and "Be clear and concise" From here,
we can see, thinking before speaking is no less important in a conversation. Because
when entering the conversation, the employee does not think about what before they
speak, it will lead to the digression and not the logic in the speech. Besides, speaking
clearly and coherently also helps employees to express their best views. The listener will
hear as well as understand what the other person is talking about to be able to respond. In
addition, there is 10 employees' consensus that speaking with confidence will also help

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employees confidently give their own opinions. Moreover, it also helps to engage the
listener in communication (9 choose). The above methods are very good and useful for
the staff at Major Education Company.

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The productivities of oral communication skills in Major Education Company

Builds a safe place for people to think creatively

Eliminate misunderstandings, ambiguities, and questions

Fosters a more productive and talented workforce

Good communication increases employee engagement

Let everyone have a voice to communicate freely

Take you a long way to building effective teams

0 2 4 6 8 10 12 14 16 18

Productivities

4.1.4.4.4.4.4.What are the productivities of verbal communication in Major

Education Company? Chart 4 below will show the productivities of oral
communication in the workplace.

Chart 4. The productivities of oral communication skills in Major Education Company

Based on the survey, we can summarize the effects that verbal communication brings.
Verbal communication brings a lot of efficiency to the employees' work at Major
Education Company. Employees can come up with creative ideas for company work. As
a result, superiors can recognize the employees' true talents, thanks to their ideas and
contributions to the company. In addition, employees can also promote teamwork more
effectively. Because when working in groups, employees need to use language rather
than non-language. So, the development of communication brings many benefits to the
work at Major Education Company.

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4.1.4.4.4.4.4.4.2. Summary

To sum up, the result from staff in Major Education Company responses to 10 questions
in the interview has been analyzed, interpreted, and compared in this section. See that the
role of oral communication skills has significant to staff in Major Education Company. It
helps that increase the relationships of staff in the workplace to open work. Moreover, the
employees will reduce the barriers to another one. Besides, it brings extreme productivity
in the workplace. The staff should push to develop oral communication skills in the
workplace.

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CHAPTER 5: CONCLUSION

The final chapter covers the conclusion and recommendation of this research paper. This
chapter also concentrates on giving some suggestions according to the finding of the
study.

5.1. Conclusion:

This study purposed to examine the role of oral communication skills to the success of
employees in Major Education Company. Based on data collected, the following
conclusions was drawn:

◙ The first, the oral communication skills help to develop relationships in Major
Education Company. Verbal communication helps employees, as well as bosses,
improve relationships around. Because they can use words to communicate with
people, they reduce misunderstandings with others. They have the most effective
way of conveying their thoughts. From there, others will better understand their
words, avoiding the dangers that words cause.
◙ The second, the oral communications skills increase trust in staff in Major
Education Company. When one's words are firm and clear, the confidence in that
word is higher. Therefore, employees in Major Education always train themselves
to create solid and coherent statements in their words.
◙ The next, it is ways to improve the oral communication skills in Major Education
Company. In addition, employees need to improve their communication skills to
become better. They need clarity in their words so that others can better grasp the
content. In addition, employees need to think before they speak. So that their
statements become more logical when speaking to give opinions.
◙ The finally, the productivities of oral communication skills bring to staffs in Major
Education Company. Employees can come up with creative ideas for company

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work. As a result, superiors can recognize the employees' true talents, thanks to
their ideas and contributions to the company.
5.2. Recommendation

This section will provide recommendations based on the findings from the study and this
may provide a scope for further research. It is possible to put some recommendations for
the role of oral communication skills to the success of employees in Major Education
Company. For more concerned in this problem, the following recommendations may help
the staff in Major Education Company to take their valuable decisions:

◙ First, employees should create a comfortable working environment. That way,

they must always have comfortable thoughts. For example, they can use their own
words to create their own stories, unique features for themselves. That can make
them have more relationships.
◙ Next, employees can use their own words to create trust with others. However, not
everyone can have trust with others. There are many ways to create the trust of
others in you. The easiest thing to do is to use language to create trust with those
around you. This method is used by most people in the present life.
◙ Finally, to get the effects as well as the benefits that verbal communication brings.
Employees need a few skills to develop their communication skills. They should
think carefully before speaking, or they can speak clearly and logically. From
there, they can be more successful in communicating with people.

To summarizes, Verbal communication plays a role in leading to employee success.

Because it is the simplest means anyone can do it. It is the innate ability of each
person. However, to have good communication skills, employees need to learn a few
more skills to be more perfect. Moreover, network communication brings a lot of
benefits to working. Therefore, this is one of the most essential skills in work as well
as in life.

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APPENDIX

1. What is your gender?

o Female
o Male
o Other
2. Where is your department working?

3. How to oral communication skills significant in Major Education Company?

Not important ○ ○ ○ ○ ○ very important

4. What do oral communication skills help to develop relationships in Major

Education Company?
o The increase trust management
o The reduction barriers
o Higher job satisfaction
5. Will do oral communication skills increase trust in staff in the Major Education
Company?
o Strong agree
o Agree
o Slightly agree
o Disagree
o Completely agree

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6. Will the oral communication skills reduce barriers in the staff in the Major
Education Company?
o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree
7. If you needed to improve your verbal communication skills, what would you
do?
□ Speak with confidence
□ Be clear and concise
□ Think before you speak
□ Vary your vocal tone
□ Be an active listener
8. What are the productivities of verbal communication in your work?
□ Take you a long way to building effective teams
□ Let everyone have a voice to communicate freely
□ Good communication increases employee engagement
□ Fosters a more productive and talented workforce
□ Eliminate misunderstandings, ambiguities, and questions
□ Builds a safe place for people to think creatively
9. What does oral communication help you to thrive in your workplace
relationships?

10. If you encounter difficulties in communication, what solutions would you

recommend?

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