1. 11-1 Chapter 15: Communicating Effectively in Meetings and Conversations © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

2. 15-2 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Chapter Overview Informal talking Conducting and participating in meetings Telephone and voice mail techniques Listening Nonverbal communication

3. 15-3 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Elements of Good Talking Voice quality Talking style Word choice and vocabulary Central role of adaptation

4. 15-4 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Talking Style Definition: The blending of pitch, speed, and volume To improve – Analyze your style. Listen to yourself. – Then do what you can to make yours better.

5. 15-5 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Word Choice Analyze the audience. Adopt a courteous and respectful tone. Adapt your word choice to meet the audience’s expectations.

6. 15-6 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Adaptation Fit the message to the audience’s level and context. Be aware of how tone, style, and word choice can help adapt messages.

7. 15-7 Courtesy in Talking Don’t dominate the communication setting. Apply the Golden Rule: Accord others the courtesy you expect from them. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

8. 15-8 How to Conduct a Meeting Plan the meeting. Follow the plan. Move discussion along. Control those who talk too much. Encourage participation from those who talk too little. Control time. Summarize at appropriate places. Take minutes. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

9. 15-9 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. How to Participate in Meetings Follow the agenda. Participate. Do not talk too much. Cooperate. Be courteous.

10. 15-10 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Using the Phone Voice quality Courtesy

11. 15-11 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Effective Voice Mail Techniques Speak clearly and distinctly. Identify yourself by name and affiliation. Give an overview of your message. Continue with details. Ask for action if you need to. Speak slowly when providing callback information. End with a goodwill comment.

12. 15-12 Cell Phones Turn the ringer off. Don’t use it at social gatherings. Keep it off the table while eating. Talk in a quiet place away from others. Don’t hold up lines. Don’t use it while driving. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

13. 15-13 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. Listening Sensing – Sensing sound – Attending to sound Filtering – Attaching meaning to what is sensed – Applying one’s own biases, beliefs, etc. to what is sensed Remembering

14. 15-14 Improving Listening Skills Be willing to work on listening skills. Be attentive. Think from the speaker’s viewpoint. Make a conscious effort to remember. © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

15. 15-15 © 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. The Ten Commandments of Listening Stop talking. Put the talker at ease. Show the talker you want to listen. Remove distractions. Empathize with the talker. Be patient. Hold your temper. Go easy on argument and criticism. Ask questions. Remember: Stop talking,