Presentation on chapter 10.

1. Business Communication
Adapted from NETA PowerPoint for Essentials of Business Communication by
Lisa Jamieson
Communicating Professionally
in Person

2. Voice as a Communication Tool
• Pronunciation
• Tone
• Pitch
• Volume and rate
• Emphasis
Image source

4. Make Workplace Conversation Matter
• Use correct titles
• Choose appropriate topics
• Avoid negative remarks
• Listen to learn
• Give sincere praise
Image source

5. Communication Styles
Assertiveness Spectrum
Passive Assertive Aggressive

6. Attitude
Passive
•Don’t make waves
Assertive
•My ideas have value,
but so do others’.
Aggressive
•Everyone should be like
me.
Image source

7. Listening Skills
Passive
•Adopts others’ views
without contributing
Assertive
•Active listener
Aggressive
•Dislikes hearing other
POV
Image source

8. Nonverbal Tendencies
Passive
•Fidgets
•Speaks softly
•Upspeak
Assertive
•Interested expression
•Direct eye contact
•Appropriate voice level
Aggressive
•Points
•Glares
•Loud & critical
Image source

9. Verbal Tendencies
Passive
•Indirect
•Hesitant
•Overly apologetic
Assertive
•Clear & honest
•Checks with others
•Uses questions to share
Aggressive
•Extremely direct
•Judgmental
•Uses questions to
criticize
Image source

10. Conflict Style
Passive
•Indirect
•Hesitant
•Overly apologetic
Assertive
•Clear & honest
•Checks with others
•Uses questions to share
Aggressive
•Extremely direct
•Judgmental
•Uses questions to
criticize Image source

11. Responding to Workplace Criticism
•Listen
•Determine intent
•Acknowledge
•Paraphrase
•Ask for information
•Agree if accurate
•Disagree respectfully
•Look for middle position
Image source

12. Offering Constructive Criticism
• Outline your conversation
• Communicate in person
• Focus on improvement
• Offer to help
• Be specific
• Avoid generalizations
• Discuss the behaviour
• “We” > “you”
• Two-way communication
• Avoid anger
• Keep it private
Image source

13. Summary
• Learned how to use your voice effectively in
conversations including when offering and receiving
constructive criticism.

14. References
Ames, D. (2009, August 3). Pushing up to a point: Assertiveness and effectiveness in
leadership and interpersonal dynamics. Research in Organizational Behavior
29, pp. 111–133. http://www.columbia.edu/~da358/publications/
ames_pushing_up_to_a_point.pdf
Coyne, A. (2020, April 15). Opera singer TRICKS to have a MORE attractive voice.
YouTube. Opera Singer TRICKS to Have a MORE Attractive Voice
Guffrey, M. E., Loewy, D., & Almonte, R. (2019). Essentials of business communication
(9th Canadian Edition). Nelson.
Jamieson, L. (2019). Chapter 10: Communicating in the digital-age workplace
[PowerPoint slides]. Nelson.
Shwom, B., Gueldenzoph-Snyder, L., & Clarke, L. (2017). Business communication:
polishing your professional presence. Pearson.

15. Image Sources
[Businesswoman listening] [Illustration]. [n.d.] Business Philadelphia Journal.
https://www.bizjournals.com/philadelphia/news/2018/04/02/are-you-hearing-
to-me-listening-skills-for.html
[Man proposing idea to mixed reception] [Illustration]. [n.d.] Pinterest.
https://images.app.goo.gl/peZWYUJ2KMD6G9B96
[Man providing constructive criticism] [Illustration]. [n.d.] Matter.
https://matterapp.com/blog/how-to-give-and-get-constructive-criticism/
[Mouth and speech bubble] [Illustration]. [n.d.]. Houston Methodist.
https://www.houstonmethodist.org/blog/articles/2020/feb/5-reasons-for-
losing-your-voice-and-tips-for-getting-it-back/
[Multiple talking heads] [Illustration]. [n.d.]. Atlassian.
https://www.atlassian.com/blog/software-teams/how-to-navigate-diverse-
communication-styles-at-work
[People with conversation bubbles overhead] [Illustration]. [n.d.]. BLD Consultancy.
https://www.bldconsultancy.co.uk/communication-styles-which-one-is-yours/

16. Image Sources
[Smiling man between two arguing men] [Illustration]. [n.d.]. From-To Transition Agency.
https://fromtotranslations.com/blog/intercultural-conflict-taking-bull-horns/
[Two people looking at computers] [Illustration]. [n.d.]. Vantage Circle.
https://blog.vantagecircle.com/nonverbal-communication-in-the-workplace/
[Woman shaking man’s hand] [Photograph]. [n.d.]. Northeastern University.
https://www.northeastern.edu/graduate/blog/workplace-etiquette/