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									                          Chapter 11

   Communicating in Person, by
    Telephone, and in Meetings




Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-1
            Using Your Voice as a
            Communication Tool
• Improve your pronunciation.
  • “naturally” – not “natcherly”
  • “accessory” – not “assessory”
  • “don’t you” – not “doncha”




 Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-2
            Using Your Voice as a
            Communication Tool
• Work on the quality of your voice.
  • Do you sound friendly, alert, or positive?
  • Do you sound angry, slow-witted, or
    negative?




 Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-3
            Using Your Voice as a
            Communication Tool
• 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.



 Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-4
            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. 11-5
      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. 11-6
Offering Constructive Criticism on
             the Job

•   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.”

    Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-7
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. 11-8
        Responding Professionally to
           Workplace Criticism

•   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.

    Mary Ellen Guffey, Essentials of Business Communication, 6e   Ch. 11-9
     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. 11-10
         Common Conflict Response
                Patterns

•   Avoidance/withdrawal
•   Accommodation/smoothing
•   Compromise
•   Competition/forcing
•   Collaboration/problem solving


    Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-11
   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. 11-12
 Making Effective Telephone Calls

• 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.

 Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-13
Making Effective Telephone Calls

    • Avoid telephone tag.
    • Leave complete voice-mail messages.




Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-14
 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. 11-15
          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. 11-16
                         Meetings

• Planning a Meeting
     • Ask yourself whether a meeting is really
       necessary.
     • Invite only key individuals.
     • Prepare an agenda (include topics, times,
       and names).



 Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-17
                         Meetings

• 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.

 Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-18
                        Meetings

    • 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.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-19
                         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. 11-20
                            End


Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-21

								
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