Chapter 11 Communicating in Person by Telephone and

Chapter 11 Communicating in Person, by Telephone, and in Meetings

Communicating in Person n Oral skills rank among the top requirement by employers n Companies looking for staff who can interact successfully with customers and staff of all levels n Judge by what you say n The way you say it

Improving Face-to-Face Communication n Using your voice - Pronunciation, Tone, Pitch, Volume, & Emphasis n Promoting Positive Relationship - Use correct name and titles - Choose appropriate remarks - Listen to learn n Criticism - Offering constructive criticism - Responding professionally

Resolving Workplace Conflicts n Common Conflict Response Patterns - Avoidance / withdrawal - Accommodation - Compromise - Competition - Collaboration

n Procedure for Dealing Conflict - Listen - Understand other point of view - Show concern for the relationship - Look for common ground - Invent new-problem solving - Reach an agreement based on what’s fair

Conducting Meetings n n Start on time. Begin with an introduction that establishes the goal and length of the meeting. Provide background of the problem, possible solutions. Present a tentative agenda. 6

Planning Meetings n n n Ask yourself whether a meeting is really necessary. Invite only key individuals. Prepare an agenda. Include topics, times, and names. 7

Conducting Meetings n n n Establish ground rules. Appoint a secretary (to take minutes) and a recorder (to track ideas on a flipchart). Encourage participation by all, but avoid digressions. Deal with conflict openly, letting all sides air opinions. When the group reaches consensus, summarize and ask for confirmation. 8

Concluding Meetings and Following Up n n End on time. Summarize the results achieved. Distribute minutes a few days later. Remind group members of their assignments. 9

Making Effective Telephone Calls n Placing Calls q q q Use a three-point introduction: À Your name Á Your affiliation A brief explanation of why you are calling Be cheerful and accurate. Bring it to a close. Avoid telephone tag. Leave complete voice-mail messages. 10

Effective Telephone Calls n Receiving Calls q q q Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully. Explain when transferring calls. 11

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