11. Personal Communications

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11. Personal Communications

  1. 1. Chapter 11 Communicating in Person, by Telephone, and in Meetings
  2. 2. <ul><li>Improve your pronunciation. </li></ul><ul><ul><li>“naturally” – not “natcherly” </li></ul></ul><ul><ul><li>“accessory” – not “assessory” </li></ul></ul><ul><ul><li>“don’t you” – not “doncha” </li></ul></ul>Using Your Voice as a Communication Tool
  3. 3. <ul><li>Work on the quality of your voice. </li></ul><ul><ul><li>Do you sound friendly, alert, or positive? </li></ul></ul><ul><ul><li>Do you sound angry, slow-witted, or negative? </li></ul></ul>Using Your Voice as a Communication Tool
  4. 4. <ul><li>Adjust the volume of your voice and your rate of speech. </li></ul><ul><ul><li>Speak as loudly or softly as the occasion demands. </li></ul></ul><ul><ul><li>Don’t make your listeners strain to hear you. </li></ul></ul><ul><ul><li>Don’t speak too rapidly. </li></ul></ul>Using Your Voice as a Communication Tool
  5. 5. Using Your Voice as a Communication Tool <ul><li>Use emphasis to express meaning. </li></ul><ul><ul><li>Stress the words that require emphasis. </li></ul></ul><ul><ul><li>Use of a lower pitch and volume can make you sound professional or reasonable. </li></ul></ul>
  6. 6. Promoting Positive Workplace Relations <ul><li>Use correct names and titles. </li></ul><ul><li>Choose appropriate workplace topics. </li></ul><ul><li>Avoid negative remarks. </li></ul><ul><li>Listen and learn. </li></ul><ul><li>Give sincere and specific praise. </li></ul>
  7. 7. <ul><li>Mentally outline your conversation. </li></ul><ul><li>Use face-to-face communication. </li></ul><ul><li>Focus on improvement (offer to help). </li></ul><ul><li>Be specific; avoid broad generalizations. </li></ul><ul><li>Focus on the behavior, not the person. </li></ul><ul><li>Use “we” rather than “you.” </li></ul>Offering Constructive Criticism on the Job
  8. 8. Offering Constructive Criticism on the Job <ul><li>Encourage two-way communication. </li></ul><ul><li>Avoid anger, sarcasm, and a raised voice. </li></ul><ul><li>Keep it private. </li></ul>
  9. 9. <ul><li>Listen without interrupting. </li></ul><ul><li>Determine the speaker’s intent. </li></ul><ul><li>Acknowledge what you are hearing. </li></ul><ul><li>Paraphrase what was said. </li></ul><ul><li>If necessary, ask for more information. </li></ul><ul><li>Agree—if the comments made are fair. </li></ul>Responding Professionally to Workplace Criticism
  10. 10. Responding Professionally to Workplace Criticism <ul><li>Disagree respectfully and constructively—if you feel the comments made are unfair. </li></ul><ul><li>Look for a middle position. </li></ul>
  11. 11. Common Conflict Response Patterns <ul><li>Avoidance/withdrawal </li></ul><ul><li>Accommodation/smoothing </li></ul><ul><li>Compromise </li></ul><ul><li>Competition/forcing </li></ul><ul><li>Collaboration/problem solving </li></ul>
  12. 12. Six-Step Procedure for Dealing With Conflict <ul><li>Listen carefully. Understand the problem. </li></ul><ul><li>Understand the other point of view. </li></ul><ul><li>Show a concern for the relationship. </li></ul><ul><li>Look for common ground. </li></ul><ul><li>Invent new problem-solving options. </li></ul><ul><li>Reach an agreement based on what’s fair. </li></ul>
  13. 13. <ul><li>Placing Calls </li></ul><ul><ul><li>Plan a mini agenda. </li></ul></ul><ul><ul><li>Use a three-point introduction: </li></ul></ul><ul><ul><ul><ul><li>State your name. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>State your affiliation. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Give a brief explanation of why you are calling. </li></ul></ul></ul></ul><ul><ul><li>Be cheerful and accurate. </li></ul></ul><ul><ul><li>Bring it to a close. </li></ul></ul>Making Effective Telephone Calls
  14. 14. <ul><ul><li>Avoid telephone tag. </li></ul></ul><ul><ul><li>Leave complete voice-mail messages. </li></ul></ul>Making Effective Telephone Calls
  15. 15. Making Effective Telephone Calls <ul><li>Receiving Calls </li></ul><ul><ul><li>Identify yourself immediately. </li></ul></ul><ul><ul><li>Be responsive and helpful. </li></ul></ul><ul><ul><li>Be cautious when answering calls intended for others. </li></ul></ul><ul><ul><li>Take messages carefully. </li></ul></ul><ul><ul><li>Explain when transferring calls. </li></ul></ul>
  16. 16. Practicing Courteous and Responsible Cell Phone Use <ul><li>Be courteous to those around you. </li></ul><ul><li>Observe the rules for wireless-free areas. </li></ul><ul><li>Speak in low, conversational tones. </li></ul><ul><li>Take only urgent calls. </li></ul><ul><li>Drive now, talk later. </li></ul>
  17. 17. <ul><li>Planning a Meeting </li></ul><ul><ul><li>Ask yourself whether a meeting is really necessary. </li></ul></ul><ul><ul><li>Invite only key individuals. </li></ul></ul><ul><ul><li>Prepare an agenda (include topics, times, and names). </li></ul></ul>Meetings
  18. 18. <ul><li>Conducting a Meeting </li></ul><ul><ul><li>Start the meeting on time. </li></ul></ul><ul><ul><li>Begin with an introduction that establishes the goal and length of the meeting. </li></ul></ul><ul><ul><li>Provide the background of the problem(s), suggest possible solutions. </li></ul></ul><ul><ul><li>Present a tentative agenda. </li></ul></ul>Meetings
  19. 19. <ul><ul><li>Establish ground rules. </li></ul></ul><ul><ul><li>Appoint a secretary, who will take minutes, and a recorder, who will track ideas on a flipchart. </li></ul></ul><ul><ul><li>Encourage participation by all, but avoid digressions. </li></ul></ul><ul><ul><li>When the group reaches consensus, summarize and ask for confirmation. </li></ul></ul>Meetings
  20. 20. Meetings <ul><li>Concluding a Meeting and Following Up </li></ul><ul><ul><li>End the meeting on time. </li></ul></ul><ul><ul><li>Summarize the results achieved. </li></ul></ul><ul><ul><li>Distribute minutes of the meeting a few days later. </li></ul></ul><ul><ul><li>Remind group members of their follow-up assignments. </li></ul></ul>
  21. 21. End

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