ENGL1312
BUSINESS WRITING
CENTRAL TEXAS COLLEGE

CHAPTER 11
COMMUNICATING IN
PERSON, IN MEETINGS, BY
TELEPHONE, AND
DIGITALLY
Ch11 page 316

OBJECTIVES
• Discuss improving face-to-face workplace communication
including using your voice as a communication tool
• Specify procedures for promoting positive workplace relations
through conversation.
• Review techniques for responding professionally to workplace
criticism and for offering constructive criticism on the job.
• Outline procedures for planning, leading, and participating in
productive business meetings, including professional etiquette
techniques, resolving conflict, and handling dysfunctional group
members.
• Explain ways to polish your professional telephone skills,
including traditional phones and cell phones.
• List techniques for making the best use of voice mail, including
proper voice mail etiquette.
• Describe a variety of digital workplace communication tools,
including voice conferencing, videoconferencing, Web
conferencing, instant messaging, wireless technology, and
blogging.
Ch11 page 316

Strong oral
communication
skills can help
you be hired
and succeed on
the job.
Ch11 page 316

IMPROVING FACE-TO-FACE
WORKPLACE COMMUNICATION
Face-to-face conversation has many advantages. It
allows you to be persuasive and expressive because
you can use your voice and body language to make a
point.
You are less likely to be misunderstood because you
can read feedback and make needed adjustments. In
conflict resolution, you can reach a solution more
efficiently and cooperate to create greater levels of
mutual benefit when communicating face-to-face.
Ch11 page 317

Pronunciation
Proper pronunciation means saying words correctly and clearly with the
accepted sounds and accented syllables.
Voice Quality
Pitch
Volume and Rate
Speaking in a moderately low-pitched voice at about 125 words a
minute makes you sound pleasing and professional.
Emphasis
“Uptalk,” in which sentences sound like questions, makes speakers
seem weak and tentative.
Ch11 page 317~18

You will be most effective in workplace
conversations If you use correct names
and titles, choose appropriate topics,
avoid negative and judgmental remarks,
and give sincere and specific praise.
• Use Correct Names and Titles
• Choose Appropriate Topics
• Avoid Negative Remarks
• Listen to Learn
• Give Sincere and Specific Praise
• Act Professionally in Social Situations
Ch11 page 319~20

• Listen without interrupting
• Determine the speaker’s intent.
• Acknowledge what you are hearing
• Paraphrase what was said
• 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
• Learn from criticism
Ch11 page 320~21

Offering constructive criticism is
easier If you plan what you will say,
focus on improvement, offer to
help, be specific, discuss the
behavior and not the person, speak
privately face-to-face, and avoid
anger.
Ch11 page 321~22

PLANNING AND PARTICIPATION IN
PRODUCTIVE BUSINESS AND
PROFESSIONAL MEETINGS
As businesses become more team
oriented and management becomes
more participatory, people are attending
more meetings than ever. Despite heavy
reliance on e-mail and the growing use
of wireless devices to stay connected,
meetings are still the most comfortable
way to exchange information.
Ch11 page 322

Determining your purpose
Deciding how and where to meet
Organizing and agenda
Inviting participants
Preparing the meeting location and
materials
Ch11 page 322~24

Getting the meeting started
Moving the meeting along
Dealing with conflict
Handling dysfunctional group members
Ch11 page 324~27

Concluding the meeting
Distributing minutes
Completing assigned tasks
Ch11 page 327~28

IMPROVING TELEPHONE, CELL PHONE,
AND VOICE MAIL SKILLS
Despite the heavy reliance on e-mail, the
telephone is still an extremely important piece
of equipment in offices. With the addition of
today’s wireless technology, it doesn’t matter
whether you are in or out of the office. You
can always be reached by phone. As a
business communicator, you can be more
productive, efficient, and professional by
following some simple suggestions. In this
chapter we’ll focus on traditional telephone
techniques as well as cell phone use and
voice mail efficiency.
Ch11 page 328

 Plan a mini-agenda
 Use a three-point introduction
 Be brisk if you are rushed
 Be cheerful and accurate
 Be professional and courteous
 Bring it to a close
 Avoid telephone tag
 Leave complete voice mail messages
Ch11 page 328~329

 Answer promptly and courteously
 Be responsive and helpful
 Be cautious when answering calls for others.
 Take messages carefully
 Leave the line respectfully
 Explain what you’re doing when transferring
Ch11 page 329

Call phones enable you to conduct business
from virtually anywhere at any time.
Cell phones are essential workplace communication
tools, but they must be used without offending others.
LOCATION
Use good judgment in placing or accepting cell
phone calls.
TIME
Often what you are doing is more important than
whatever may come over the airwaves to you on
your phone.
VOLUME
Many people raise their voices when using their cell
Ch11 page 330~31
phones.

Telephone calls can be disruptive, most businesspeople are
making extensive use of voice mail to intercept and screen in
coming calls.
ON THE RECEIVER’S END
• Don’t overuse voice mail.
• Set the number of rings appropriately.
• Prepare a professional, concise, friendly greeting.
• Test your message.
• Change your message.
• Respond to messages promptly.
• Plan for vacations and other extended absences.
Ch11 page 331~2

ON THE CALLER’S END
• Be prepared to leave a message.
• Leave a concise, thorough message.
• Use a professional and courteous tone.
• Speak slowly and articulate.
• Be careful with confidential information.
• Don’t make assumptions.
Ch11 page 332~3

OTHER DIGITAL COMUNICATION TOOLS
IN THE WORKPLACE
Digital communication tools, such as
voice conferencing, videoconferencing,
web conferencing, instant messaging,
wireless technology, and blogging, have
become the norm in today’s global
business environment.
Ch11 page 333~35

Guffey, M. E. (2007).
Essentials of Business
Communication
Mason, OH 45040