Communicating by Telephone, and Digitally

Improve

your

pronunciation.



Use emphasis Work on

to express Using Your your voice

meaning. Voice as a quality.

Communication

Tool



Adjust your Control

volume your

and rate. pitch.







Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 1

Improve

your

pronunciation.





Using Your

Voice as a

Communication

Tool



 “naturally” – not “natcherly”

 “accessory” – not “assessory”

 “don’t you” – not “doncha”



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 2

Improve

your

pronunciation.



Work on

Using Your your voice

Voice as a quality.

Communication

Tool





 Do you sound friendly, alert, or positive?

 Do you sound angry, slow-witted, or

negative?



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 3

 Avoid a flat, monotone voice.

 Strive for a variety of pitch

patterns.

Work on

Using Your your voice

Voice as a quality.

Communication

Tool



Control

your

pitch.







Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 4

 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



Adjust your Control

volume your

and rate. pitch.







Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 5

 Stress those

words that

Use emphasis require

to express Using Your emphasis.

meaning. Voice as a

Communication  A lower pitch

Tool and volume

make you

Adjust your sound

volume

and rate.

professional

or reasonable.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 6

Promoting Positive

Workplace Relations

 Use correct names and titles.

 Choose appropriate workplace topics.

 Avoid negative remarks.

 Listen to learn.

 Give sincere and specific praise.

 Act professionally in social situations.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 7

Responding Professionally to

Workplace Criticism

 Listen without interrupting.

 Determine the speaker’s intent.

 Acknowledge what you are hearing.

 Paraphrase what was said.

 Ask for more information if necessary.

 Agree—if the comments are accurate.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 8

Responding Professionally to

Workplace Criticism

 Disagree respectfully and

constructively— if you feel the

comments made are unfair.

 Look for a

middle position.

 Learn from

criticism.





Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 9

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.

 Discuss the behavior, not the person.

 Use “we” rather than “you.”

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 10

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, 7e Chapter 11, Slide 11

Planning and Participating in

Business and Professional

Meetings



Before During Ending the

the the meeting and

meeting meeting following up









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 12

Ending and

Before During

following



 Determine your purpose.

 Decide how and where to meet.

 Organize an agenda. Include date and place,

start and end times, topics in order of priority

and names of people responsible, time for each

topic, and meeting preparation expected of

participants.





Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 13

Typical Meeting Agenda









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 14

Ending and

Before During

following



 Determine your purpose.

 Decide how and where to meet.

 Organize an agenda. Include date and place,

start and end times, topics in order of priority

and names of people responsible, time for each

topic, and meeting preparation expected of

participants.

 Invite participants.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 15

Meeting Purpose and

Number of Participants









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 16

Ending and

Before During

following





 Start the meeting on time.

 Summarize the meeting goal, provide

background, offer possible solutions,

review the tentative agenda, and

announce ground rules.





Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 17

 Move the meeting along by encouraging

all to participate, discouraging

monopolizers, and avoiding digressions.

 When the group reaches a consensus,

summarize and ask for confirmation.

 If conflict develops, encourage each

person to speak and let groups decide

on a direction to follow.





Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 18

 To control dysfunctional group members

• Lay down rules.

• Seat potentially dysfunctional members

strategically.

• Avoid direct eye contact.

• Assign them tasks.

• Ask members to speak in a specific

order.

• Interrupt monopolizers.

• Encourage nontalkers.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 19

Ending and

Before During

following



 Conclude the

meeting at the

agreed time.

 Summarize

decisions.

 Review deadlines

and responsibilities

for action items.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 20

 For small groups, try "once around the

table."

 Thank the group; establish a time for the

next meeting.

 Return the room to a neat appearance;

vacate promptly.

 Distribute minutes.

 Check to see that all assigned tasks are

completed by agreed-upon deadlines.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 21

Making Efficient and

Professional Telephone Calls







Placing Receiving

Calls Calls









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 22

Placing Calls

 Plan a mini agenda.

 Use a three-point introduction: your name,

your affiliation, and your reason for calling.

 Be brisk if you are rushed.

 Be cheerful and accurate.

 Bring it to a close.

 Avoid telephone tag.

 Leave complete voice-mail messages.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 23

Receiving Calls

 Answer promptly and courteously.

 Identify yourself immediately.

 Be responsive and helpful.

 Be cautious when answering calls for

others.

 Take messages carefully.

 Leave the line respectfully.

 Explain when transferring calls.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 24

Practicing Courteous and

Responsible Cell Phone Use

 Be courteous to those around

you.

 Observe wireless-free quiet

areas.

 Speak in low, conversational

tones.

 Take only urgent calls.

 Drive now, talk later.

 Choose a professional

ringtone.



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 25

Making the Best

Use of Voice Mail







On On

Caller’s Receiver’s

End End









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 26

On Caller’s End

 Be prepared to leave a message.

 Leave a concise, thorough message.

 Use a professional and courteous tone.

 Speak slowly and articulate.

 Be careful with confidential information.

 Don't make assumptions.





Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 27

On Receiver’s End

 Don't overuse voice mail.

 Set the number of rings appropriately.

 Prepare a professional, concise, friendly

greeting.

 Test your message.

 Change your message.

 Respond to messages promptly.

 Plan for vacations and other absences.

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 28

Other Digital Communication

Tools in the Workplace



 Voice conferencing

 Videoconferencing

 Web conferencing









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 29

Here’s how SideKick Enterprises sets up a virtual

meeting to design a new athletic shoe.









Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 30

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 31

Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 32

Other Digital Communication

Tools in the Workplace



 Voice conferencing

 Videoconferencing

 Web conferencing

 Instant messaging

(IM)

 Wireless technology

 Weblogs (blogs)



Mary Ellen Guffey, Essentials of Business Communication, 7e Chapter 11, Slide 33