1 / 21

Communicating in Person, by Telephone, and in Meetings

Ch. 11-2. Improve your pronunciation.?naturally" ? not ?natcherly"?accessory" ? not ?assessory"?don't you" ? not ?doncha". Using Your Voice as a Communication Tool. 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

maina
Download Presentation

Communicating in Person, by Telephone, and in Meetings

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. Ch. 11-1 Chapter 11 Communicating in Person, by Telephone, and in Meetings

    2. Ch. 11-2 Improve your pronunciation. “naturally” – not “natcherly” “accessory” – not “assessory” “don’t you” – not “doncha” Using Your Voice as a Communication Tool

    3. 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

    4. 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

    5. 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.

    6. 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.

    7. 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

    8. Ch. 11-8 Offering Constructive Criticism on the Job Encourage two-way communication. Avoid anger, sarcasm, and a raised voice. Keep it private.

    9. 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

    10. 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.

    11. Ch. 11-11 Common Conflict Response Patterns Avoidance/withdrawal Accommodation/smoothing Compromise Competition/forcing Collaboration/problem solving

    12. Ch. 11-12 Six-Step Procedure for Dealing With Conflict Listen carefully. Understand the problem. Understand the other point of view. Show a concern for the relationship. Look for common ground. Invent new problem-solving options. Reach an agreement based on what’s fair.

    13. Ch. 11-13 Placing Calls Plan a mini agenda. Use a three-point introduction: State your name. State your affiliation. Give a brief explanation of why you are calling. Be cheerful and accurate. Bring it to a close. Making Effective Telephone Calls

    14. Ch. 11-14 Avoid telephone tag. Leave complete voice-mail messages. Making Effective Telephone Calls

    15. 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.

    16. 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.

    17. 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

    18. 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

    19. 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

    20. 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.

    21. Ch. 11-21 End

More Related