1. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-1 Chapter 11 Communicating in Person, by Telephone, and in Meetings

2. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-2 Using Your Voice as a Communication Tool Pronunciation Common errors include adding/omitting vowels, omitting consonants, reversing sounds, and slurring sounds. Improve pronunciation by: listening carefully to educated people reading aloud from well-written newspapers looking words up in dictionary

3. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-3 Using Your Voice as a Communication Tool Tone Identifies your personality and mood Check your tone by recording your voice and listening to it critically Pitch The highness or lowness of a sound Most attractive voices rise and fall in conversational tones Use a relaxed, controlled, well-pitched voice that is moderately low

4. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-4 Using Your Voice as a Communication Tool Volume The intensity of sound Adjust your volume to the speaking occasion Use your listener’s voice to judge whether you are speaking at an appropriate volume Rate The pace of your speech Strive to speak at a rate of 125 words / minute Monitor nonverbal signs of listeners and adjust your rate

5. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-5 Guidelines for Promoting Positive Workplace Relations Through Conversation Use correct names and titles. Choose appropriate topics. Avoid negative remarks. Listen to learn. Give sincere and specific praise.

6. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-6 Delivering Constructive Criticism l Mentally outline your conversation. l Use face-to-face communication. l Focus on improvement. l Offer to help.

7. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-7 Delivering Constructive Criticism Be specific. Avoid broad generalizations. Discuss the behaviour (not the person). Use the word we (rather than you).

8. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-8 Delivering Constructive Criticism Encourage two-way communication. Keep it private. Avoid Ø anger. Ø sarcasm. Ø a raised voice.

9. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-9 Responding to Workplace Criticism l Listen without interrupting. l Determine the speaker’s intent. l Acknowledge what you are hearing. l Paraphrase what was said.

10. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-10 Responding to Workplace Criticism Ask for more information, if necessary. Agree—if the comments are accurate. Disagree respectfully and constructively— if you feel the comments are unfair.

11. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-11 Common Conflict Response Patterns Avoidance / withdrawal Accommodation / smoothing Compromise Competition / forcing Collaboration / problem- solving

12. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-12 Six-Step Procedure for Dealing with Conflict 1.Listen. 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.

13. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-13 Making Productive Telephone Calls Plan a mini-agenda. Use a three-point introduction. Be brisk if you are rushed. Be cheerful and accurate. Bring it to a close. Avoid telephone tag. Leave complete voice mail messages.

14. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-14 Receiving Productive Telephone Calls Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully. Explain what you’re doing when transferring calls.

15. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-15 Practice Courteous and Responsible Cell Phone Use Be courteous to those around you. Observe wireless-free quite area. Speak in low, conversational tone. Take only urgent calls. Drive now; talk later.

16. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-16 Using Cell Phones for Business Location: –Use good judgement. –Turn off cell phone when it could be distracting or disruptive. –Don’t sacrifice professionalism for the sake of a garbled phone call. Time: –Avoid multi-tasking when talking on the phone. –Lack of attention results in errors and lack of respect. Volume: –Don’t raise your voice when using your cell phone. –Strive for a low, modulated voice.

17. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-17 Meeting Agendas Date and place of meeting Start time and end time Brief description of each topic –In order of priority –Include names of individuals Proposed allotment of time for each topic Any pre-meeting preparation expected of participants

18. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-18 Handling Dysfunctional Group Members Lay down the rules in an opening statement. Seat potentially dysfunctional members strategically. Avoid direct eye contact. Assign dysfunctional members specific tasks. Ask members to speak in a specific order. Interrupt monopolizers. Encourage nontalkers. Give praise and encouragement.

19. © 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-19 End