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POC_Ch11

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Transcript

  • 1. “Speech is power: speech is to11 persuade, to convert, to compel.” ― Ralph Waldo Emerson, 19th century American poet Speaking Informally
  • 2. After completing the chapter, you will be able to:• Prepare for informal speaking situations.• Describe appropriate etiquette foranswering telephone calls and leaving voicemail messages.• Respond to questions and make requests.• Provide direction to others.• Persuade others to action. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 3. Be Prepared • Impromptu speaking – speaking when you do not have notice • leaving voicemail messages • participating in team meetings • providing information to a customer on the telephone – anticipate these situations so that you can be prepared © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 4. Handling Telephone Calls • Answering the phone – etiquette is the art of using good manners in any situation. – using good telephone manners is telephone etiquette – be aware of company guidelines for answering and making telephone calls Shutterstock © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 5. Handling Telephone Calls • Making telephone calls—plan the call – What is the purpose of the message? – Who is the audience? – What do I want to communicate? – What information do I need? – Has there been any misunderstanding that I need to clear up? © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 6. Handling Telephone Calls • Leaving voicemail messages – Leave a clear message. – Think about what you will say. – Determine how much is necessary to say. – Tell the recipient what you need. – Tell the recipient when you are available. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 7. Leaving Voicemail Messages • Speak clearly and at a pace that is easy to understand. • Leave enough information for a response, such as: – your name, company, and your position or department; – your telephone number, including the area code; – a brief message stating the purpose of the call; and – when you will be available to receive the return call. • If your call is urgent, say when you need a response. • If your name is unfamiliar or difficult to understand, clearly spell your name. • When you spell information, clarify letters that sound alike (t as in Tom). © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 8. Handling Telephone Calls • Receiving telephone calls – When you answer the phone: • be courteous • identify yourself according to company practice • if you are talking to a customer, have script – Record a voice mail for those calls you cannot take. • state your company name, your name, and a specific message that lets the caller know when he or she can expect a return call © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 9. Receiving and Making Requests • When receiving a request – take notes so you get the facts straight; do not rely on your memory – if you must refuse a request, be professional and use the indirect approach to gracefully say no © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 10. Receiving and Making Requests • When making requests, be prepared to give specific directions to the listener. – be polite – be direct – be specific – be informative – be reasonable – be grateful Shutterstock © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 11. 1. Why should you take notes when receiving a request?2. What are the six rules for making requests? © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 12. Giving Directions • To direct others is to give instruction or guidance. – be sure they understand exactly what you want them to do – be clear when the task needs to be done – give a reason why the task is necessary – ask for feedback; your audience will appreciate that you are an active listener © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 13. 1. What does it mean to direct others?2. Why should you listen to those you are directing? © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 14. Persuading Others • Persuading is convincing a person to take a course of action you propose. • Before you begin: – Understand your goals. – Understand your listener’s needs and goals. – Focus on your listener’s counterarguments. – Be prepared. • Good interpersonal skills are important. If a person likes you, it is much easier to be persuasive. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 15. Persuading Others • Guidelines for persuasive talk. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 16. 1. What does it mean to persuade someone?2. Why are good interpersonal skills required for persuasive speaking? © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 17. • Efficiency is the primary benefit of having a plan for informal speaking.• Preparing for telephone calls will ensure you accomplish your goals and be efficient with your time as well as the receiver’s time.• If someone makes a request of you, be certain to take notes. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.
  • 18. • When giving instruction or guidance to others, give specific details so that the listener understands what is expected of him or her.• You can persuade a listener by considering all of the information and points that might persuade the listener. © Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational use only.

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