Transcript
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-1
Chapter 11
Communicating in Person, by Telephone, and in Meetings
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-2
• Improve your pronunciation.• “naturally” – not “natcherly”• “accessory” – not “assessory”• “don’t you” – not “doncha”
Using Your Voice as a Communication Tool
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-3
• Work on the quality of your voice.• Do you sound friendly, alert, or positive?• Do you sound angry, slow-witted, or
negative?
Using Your Voice as a Communication Tool
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-4
• Adjust the volume of your voice and your rate of speech.• Speak as loudly or softly as the occasion
demands.• Don’t make your listeners strain to hear you.• Don’t speak too rapidly.
Using Your Voice as a Communication Tool
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-5
Using Your Voice as a Communication Tool
• Use emphasis to express meaning.• Stress the words that require emphasis.• Use of a lower pitch and volume can make
you sound professional or reasonable.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-6
Promoting Positive Workplace Relations
• Use correct names and titles.• Choose appropriate workplace topics.• Avoid negative remarks.• Listen and learn.• Give sincere and specific praise.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-7
• Mentally outline your conversation.
• Use face-to-face communication.
• Focus on improvement (offer to help).
• Be specific; avoid broad generalizations.
• Focus on the behavior, not the person.
• Use “we” rather than “you.”
Offering Constructive Criticism on the Job
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-8
Offering Constructive Criticism on the Job
• Encourage two-way communication.
• Avoid anger, sarcasm, and a raised voice.
• Keep it private.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-9
• Listen without interrupting.
• Determine the speaker’s intent.
• Acknowledge what you are hearing.
• Paraphrase what was said.
• If necessary, ask for more information.
• Agree—if the comments made are fair.
Responding Professionally to Workplace Criticism
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-10
Responding Professionally to Workplace Criticism
• Disagree respectfully and constructively—if you feel the comments made are unfair.
• Look for a middle position.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-11
Common Conflict Response Patterns
• Avoidance/withdrawal
• Accommodation/smoothing
• Compromise
• Competition/forcing
• Collaboration/problem solving
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-12
Six-Step Procedure for Dealing With Conflict
1. Listen carefully. Understand the problem.
2. Understand the other point of view.
3. Show a concern for the relationship.
4. Look for common ground.
5. Invent new problem-solving options.
6. Reach an agreement based on what’s fair.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-13
• Placing Calls• Plan a mini agenda.• Use a three-point introduction:
1. State your name.
2. State your affiliation.
3. Give a brief explanation of why you are calling.
• Be cheerful and accurate.• Bring it to a close.
Making Effective Telephone Calls
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-14
• Avoid telephone tag.• Leave complete voice-mail messages.
Making Effective Telephone Calls
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-15
Making Effective Telephone Calls
• Receiving Calls• Identify yourself immediately.• Be responsive and helpful.• Be cautious when answering calls
intended for others.• Take messages carefully.• Explain when transferring calls.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-16
Practicing Courteous and Responsible Cell Phone Use
• Be courteous to those around you.
• Observe the rules for wireless-free areas.
• Speak in low, conversational tones.
• Take only urgent calls.
• Drive now, talk later.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-17
• Planning a Meeting• Ask yourself whether a meeting is really
necessary. • Invite only key individuals.• Prepare an agenda (include topics, times,
and names).
Meetings
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-18
• Conducting a Meeting• Start the meeting on time. • Begin with an introduction that establishes
the goal and length of the meeting.• Provide the background of the problem(s),
suggest possible solutions.• Present a tentative agenda.
Meetings
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-19
• Establish ground rules.• Appoint a secretary, who will take minutes,
and a recorder, who will track ideas on a flipchart.
• Encourage participation by all, but avoid digressions.
• When the group reaches consensus, summarize and ask for confirmation.
Meetings
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-20
Meetings
• Concluding a Meeting and Following Up• End the meeting on time. • Summarize the results achieved.• Distribute minutes of the meeting a few
days later.• Remind group members of their follow-up
assignments.
Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-21
End
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