1. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Chapter 11 Communicating in Meetings and by Telephone

2. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Learning Objectives Define a meeting, present the questions you should ask before calling a meeting, and discuss why one might fail. Define a meeting, present the questions you should ask before calling a meeting, and discuss why one might fail. List the types of meetings. List the types of meetings. Identify ways of making decisions. Identify ways of making decisions. Describe the task and people duties of the chair. Describe the task and people duties of the chair. Prepare a leader’s orientation speech and summarize the parts of an agenda. Prepare a leader’s orientation speech and summarize the parts of an agenda.

3. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Learning Objectives Differentiate between room arrangements. Differentiate between room arrangements. Relate the guidelines for preparing minutes and the summary of meeting results. Relate the guidelines for preparing minutes and the summary of meeting results. Identify when you would use videoconferencing, Web collaboration, or streaming. Identify when you would use videoconferencing, Web collaboration, or streaming. Explain the difference between a face-to-face meeting and technology-enabled meetings. Explain the difference between a face-to-face meeting and technology-enabled meetings. Understand the important role of the telephone and what it means to have a voice with a smile. Understand the important role of the telephone and what it means to have a voice with a smile.

4. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Learning Objectives Identify guidelines for improving your telephone etiquette. Identify guidelines for improving your telephone etiquette. List the steps for handling incoming calls and placing outgoing calls effectively. List the steps for handling incoming calls and placing outgoing calls effectively. Define voice mail. Define voice mail. Identify the role of cellular telephones, personal digital assistants, pagers, and fax machines. Identify the role of cellular telephones, personal digital assistants, pagers, and fax machines. Define techno-etiquette. Define techno-etiquette.

5. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Meetings Don’t Call Meetings: Don’t Call Meetings: To deal with old news To deal with old news At the last minute At the last minute To embarrass a person To embarrass a person

6. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Keys to a Successful Meeting Relevant Topic Relevant Topic Proper Planning Proper Planning Effective Leadership Effective Leadership

7. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Types of Meetings Idea Generation Idea Generation Information Seeking Information Seeking Planning Planning Decision Making Decision Making

8. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Decision-Making Methods Reflective Thinking Reflective Thinking Nominal Group Nominal Group Brainstorming Approaches Brainstorming Approaches

9. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Brainstorming Set the Stage Set the Stage Generate Ideas Generate Ideas Evaluate Evaluate

10. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. With brainstorming, nothing is too strange or funny to be voiced. This is the only way to draw out the really creative ideas. Andrew Schwartz

11. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Task Duties of the Chair Develop an agenda. Develop an agenda. Select participants. Select participants. Decide where and when. Decide where and when. Create leader’s orientation speech. Create leader’s orientation speech.

12. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Number of Participants for Type of Meeting Problem Solving 5 Problem Solving 5 Decision Making10 Decision Making10 Problem Identification10 Problem Identification10 Training Seminar15 Training Seminar15 Informational30 Informational30 Review or Presentational30 Review or Presentational30 MotivationalNo limit MotivationalNo limit

13. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Selecting a Location Considerations: Considerations: Adequate space Adequate space Convenient location Convenient location Lighting control Lighting control Equipment accommodations Equipment accommodations

14. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Room Arrangements Personal Work Quality Circle Boardroom Auditorium

15. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Leader’s Orientation Speech Explain the purpose. Explain the purpose. Provide the information base to promote informed listening and discussion. Provide the information base to promote informed listening and discussion.

16. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. People Duties Encourage your participants. Encourage your participants. Support your participants. Support your participants. Listen to your participants. Listen to your participants. Ask open-ended questions. Ask open-ended questions. Control members from dominating or interrupting. Control members from dominating or interrupting.

17. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Writing Minutes or Summary of Meeting Results Use an appropriate writing style. Use an appropriate writing style. Be accurate and complete. Be accurate and complete. Include: Include: The name of the organization The name of the organization The location of the meeting The location of the meeting The time the presiding officers started The time the presiding officers started The members present and absent The members present and absent Use an acceptable format. Use an acceptable format.

18. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Meeting Types and Formats Audioconferences Audioconferences Videoconferences Videoconferences Still motion Still motion Delayed motion Delayed motion Full motion Full motion Web Collaboration Web Collaboration Electronic or Computer-mediated Electronic or Computer-mediated Streaming Streaming

19. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Tips for Videoconference Meetings Send agenda in advance. Send agenda in advance. Agree how to handle absences. Agree how to handle absences. Start on time and begin with a roll call. Start on time and begin with a roll call. Review agenda and use a facilitator or time keeper. Review agenda and use a facilitator or time keeper. Ask questions for participation. Ask questions for participation.

20. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Tips for Videoconference Meetings Pause long enough for answers. Pause long enough for answers. Use graphics, but tell people when using them. Use graphics, but tell people when using them. Be yourself while being aware of the camera. Be yourself while being aware of the camera. Avoid white, red, plaid, or print clothes. Avoid white, red, plaid, or print clothes. Record key comments and decisions. Record key comments and decisions.

21. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Tips for Videoconference Meetings Rotate when polling members. Rotate when polling members. End with a process check. End with a process check. Ask members to summarize decisions. Ask members to summarize decisions. Set a time for the next conference. Set a time for the next conference. Follow-up with written minutes. Follow-up with written minutes.

22. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Meeting Interaction Information Sharing Information Sharing Low interaction Low interaction Brainstorming and Decision Making Brainstorming and Decision Making Moderate interaction Moderate interaction Collaborative Work Collaborative Work High interaction High interaction

23. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Streaming Delivers audio messages in real time over the Internet. Delivers audio messages in real time over the Internet. Takes place over the Internet as well as on the corporate intranet. Takes place over the Internet as well as on the corporate intranet. Do not have to download or store files. Do not have to download or store files. Access files directly from your office. Access files directly from your office. Allows hundreds of listeners to attend an event. Allows hundreds of listeners to attend an event.

24. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. The Voice with a Smile Avoid monotony and use a suitable tone. Avoid monotony and use a suitable tone. Speak directly into the transmitter. Speak directly into the transmitter. Try to visualize the person calling. Try to visualize the person calling. Convey a friendly, intelligent interest. Convey a friendly, intelligent interest. Speak in simple language. Speak in simple language.

25. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Telephone Skills Know when to call. Know when to call. Talk with, not to, customers. Talk with, not to, customers. Listen and repeat back. Listen and repeat back.

26. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Improving Your Telephone Etiquette Improving Your Telephone Etiquette Listen more diligently. Listen more diligently. Be alert for cues. Be alert for cues. Ask questions. Ask questions. Use encouragers. Use encouragers. Follow-up. Follow-up.

27. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Incoming Calls Answer promptly and identify yourself. Answer promptly and identify yourself. Get the caller’s name immediately. Get the caller’s name immediately. Take messages accurately. Take messages accurately. Don’t make the caller wait. Don’t make the caller wait. Be courteous and helpful when transferring calls. Be courteous and helpful when transferring calls.

28. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Outgoing Calls Write out key words. Write out key words. Identify yourself immediately. Identify yourself immediately. Take notes during the call. Take notes during the call. Make your close positive. Make your close positive.

29. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Voice Mail Be warm and friendly. Be warm and friendly. Identify yourself and your company. Identify yourself and your company. Thank the caller for calling. Thank the caller for calling. Tell the caller you cannot answer his or her call. Tell the caller you cannot answer his or her call. Invite the caller to leave a message or call back. Invite the caller to leave a message or call back.

30. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Cellular Telephones Let your voice mail take your calls when you're in meetings, courtrooms, restaurants, and other busy areas. Let your voice mail take your calls when you're in meetings, courtrooms, restaurants, and other busy areas. Speak in your regular conversational tone. Speak in your regular conversational tone. Do not display anger during a public call. Do not display anger during a public call. Set the ringer on vibrate or turn off your phone in public places. Set the ringer on vibrate or turn off your phone in public places.

31. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Cellular Telephones If you are expecting a call that cannot be postponed, alert your companions in advance. If you are expecting a call that cannot be postponed, alert your companions in advance. Avoid interrupting meetings, social gatherings, or personal conversations by answering your wireless phone or checking your voice mail. Avoid interrupting meetings, social gatherings, or personal conversations by answering your wireless phone or checking your voice mail. Use discretion when discussing private matters or certain business topics in front of others. Use discretion when discussing private matters or certain business topics in front of others. Practice wireless responsibility while you are driving. Practice wireless responsibility while you are driving.

32. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Speakerphones Consider the people around you. Speakerphones can be loud. If you are talking into yours from across the office, you may also be loud. Make sure you shut your door (if you have one) and are sensitive to the needs of those who have offices around you. Consider the people around you. Speakerphones can be loud. If you are talking into yours from across the office, you may also be loud. Make sure you shut your door (if you have one) and are sensitive to the needs of those who have offices around you. Always advise a caller when you are placing him or her on a speakerphone or using a recording device. Always advise a caller when you are placing him or her on a speakerphone or using a recording device.

33. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Speakerphones Indicate whether others will be listening in on the conversation. And if so, introduce that person at the start — even if he or she won’t be taking an active role in the discussion. Indicate whether others will be listening in on the conversation. And if so, introduce that person at the start — even if he or she won’t be taking an active role in the discussion. Some callers are uncomfortable with the sound quality of speakerphones. Before using one, ask the caller if he or she minds. Some callers are uncomfortable with the sound quality of speakerphones. Before using one, ask the caller if he or she minds.

34. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Pagers If a pager is being used for emergencies only, define what constitutes an emergency. If a pager is being used for emergencies only, define what constitutes an emergency. If you have a pager, carry it with you at all times. If you have a pager, carry it with you at all times. Let the people who will be calling you on your pager know how long it usually takes you to return a call. Let the people who will be calling you on your pager know how long it usually takes you to return a call. Before you give a pager number, explain the type of message the pager will accept. Before you give a pager number, explain the type of message the pager will accept.

35. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Pagers Check for messages frequently. Check for messages frequently. Do not leave confidential information on voice pages. Do not leave confidential information on voice pages. Always leave adequate callback information including your area code and extension. Always leave adequate callback information including your area code and extension.

36. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Personal Digital Assistants Do not bring up games or e-mail during meetings or conferences. Do not bring up games or e-mail during meetings or conferences. Try not to get distracted by organizing your palm pilot or playing with its features. Try not to get distracted by organizing your palm pilot or playing with its features. If you need to exchange data with a co-worker using your palm pilot, do it before or after the meeting. Even if the data pertains to the information in the meeting, exchanging data could cause a distraction and appear rude. If you need to exchange data with a co-worker using your palm pilot, do it before or after the meeting. Even if the data pertains to the information in the meeting, exchanging data could cause a distraction and appear rude.

37. Roebuck: Improving Business Communication, 4th edition. (c) 2006, Pearson Education, Upper Saddle River, NJ 07458. All Rights Reserved. Fax Machines Are still a popular means of communication. Are still a popular means of communication. Have kept up with the changes in technology. Have kept up with the changes in technology. Provide the easiest and quickest way to transmit documents that exist only in hard- copy form. Provide the easiest and quickest way to transmit documents that exist only in hard- copy form.