1. Copyright © 2008 by Nelson Education Ltd. Ch. 10-1 Chapter 10 Communicating in Person and by Telephone

2. Copyright © 2008 by Nelson Education Ltd. Ch. 10-2 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. Copyright © 2008 by Nelson Education Ltd. Ch. 10-3 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. Copyright © 2008 by Nelson Education Ltd. Ch. 10-4 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 as a guide for adjusting your voice Rate The pace of your speech Try to speak at a rate of 125 words / minute Watch nonverbal signs of listeners and change your rate as needed

5. Copyright © 2008 by Nelson Education Ltd. Ch. 10-5 Using Your Voice as a Communication Tool Emphasis Putting stress on certain words can change meaning Use emphasis to make your message interesting

6. Copyright © 2008 by Nelson Education Ltd. Ch. 10-6 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.

7. Copyright © 2008 by Nelson Education Ltd. Ch. 10-7 Offering Useful Criticism on the Job l Mentally outline your conversation. l Use face-to-face communication. l Focus on improvement. l Offer to help.

8. Copyright © 2008 by Nelson Education Ltd. Ch. 10-8 Offering Useful Criticism on the Job Be specific. Avoid broad generalizations. Discuss the behaviour, not the person. Use the word we rather than you.

9. Copyright © 2008 by Nelson Education Ltd. Ch. 10-9 Offering Useful Criticism on the Job Encourage two-way conversation. Avoid anger, sarcasm, and a raised voice. Keep it private.

10. Copyright © 2008 by Nelson Education Ltd. Ch. 10-10 Responding Professionally to Workplace Criticism l Listen without interrupting. l Determine the speaker’s intent. l Recognize what you are hearing. l Paraphrase what was said.

11. Copyright © 2008 by Nelson Education Ltd. Ch. 10-11 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. Look for a middle position.

12. Copyright © 2008 by Nelson Education Ltd. Ch. 10-12 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. Copyright © 2008 by Nelson Education Ltd. Ch. 10-13 Making Productive Telephone Calls Plan a mini-agenda. Use a three-point introduction. Be quick if you are rushed. Be cheerful and accurate. Bring it to a close. Leave complete voice mail messages.

14. Copyright © 2008 by Nelson Education Ltd. Ch. 10-14 Receiving Productive Telephone Calls Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully.

15. Copyright © 2008 by Nelson Education Ltd. Ch. 10-15 Practising Courteous and Responsible Cell Phone Use Be courteous to those around you. Observe wireless-free quite areas. Speak in low, conversational tone. Don’t interrupt a face-to-face conversation to accept a cell call. Take only urgent calls. Drive now, talk later.

16. Copyright © 2008 by Nelson Education Ltd. Ch. 10-16 Making the Best Use of Voice Mail l Announce your voice mail. l Prepare a warm and informative greeting. l Test your message.

17. Copyright © 2008 by Nelson Education Ltd. Ch. 10-17 End