Chapter 15 Communicating Effectively in Meetings and Conversations

  • Slides: 15
Download presentation
Chapter 15: Communicating Effectively in Meetings and Conversations © 2014 by Mc. Graw-Hill Education.

Chapter 15: Communicating Effectively in Meetings and Conversations © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 11 -1

Chapter Overview • • • Informal talking Conducting and participating in meetings Telephone and

Chapter Overview • • • Informal talking Conducting and participating in meetings Telephone and voice mail techniques Listening Nonverbal communication © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -2

Elements of Good Talking • • Voice quality Talking style Word choice and vocabulary

Elements of Good Talking • • Voice quality Talking style Word choice and vocabulary Central role of adaptation © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -3

Talking Style • Definition: The blending of pitch, speed, and volume • To improve

Talking Style • Definition: The blending of pitch, speed, and volume • To improve – Analyze your style. Listen to yourself. – Then do what you can to make yours better. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -4

Word Choice • Analyze the audience. • Adopt a courteous and respectful tone. •

Word Choice • Analyze the audience. • Adopt a courteous and respectful tone. • Adapt your word choice to meet the audience’s expectations. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -5

Adaptation • Fit the message to the audience’s level and context. • Be aware

Adaptation • Fit the message to the audience’s level and context. • Be aware of how tone, style, and word choice can help adapt messages. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -6

Courtesy in Talking • Don’t dominate the communication setting. • Apply the Golden Rule:

Courtesy in Talking • Don’t dominate the communication setting. • Apply the Golden Rule: Accord others the courtesy you expect from them. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -7

How to Conduct a Meeting • • Plan the meeting. Follow the plan. Move

How to Conduct a Meeting • • Plan the meeting. Follow the plan. Move discussion along. Control those who talk too much. Encourage participation from those who talk too little. Control time. Summarize at appropriate places. Take minutes. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -8

How to Participate in Meetings • • • Follow the agenda. Participate. Do not

How to Participate in Meetings • • • Follow the agenda. Participate. Do not talk too much. Cooperate. Be courteous. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -9

Using the Phone • Voice quality • Courtesy © 2014 by Mc. Graw-Hill Education.

Using the Phone • Voice quality • Courtesy © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -10

Effective Voice Mail Techniques Speak clearly and distinctly. Identify yourself by name and affiliation.

Effective Voice Mail Techniques Speak clearly and distinctly. Identify yourself by name and affiliation. Give an overview of your message. Continue with details. Ask for action if you need to. Speak slowly when providing callback information. • End with a goodwill comment. • • • © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -11

Cell Phones • Turn the ringer off. • Don’t use it at social gatherings.

Cell Phones • Turn the ringer off. • Don’t use it at social gatherings. • Keep it off the table while eating. • Talk in a quiet place away from others. • Don’t hold up lines. • Don’t use it while driving. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -12

Listening • Sensing – Sensing sound – Attending to sound • Filtering – Attaching

Listening • Sensing – Sensing sound – Attending to sound • Filtering – Attaching meaning to what is sensed – Applying one’s own biases, beliefs, etc. to what is sensed • Remembering © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -13

Improving Listening Skills • Be willing to work on listening skills. • Be attentive.

Improving Listening Skills • Be willing to work on listening skills. • Be attentive. • Think from the speaker’s viewpoint. • Make a conscious effort to remember. © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -14

The Ten Commandments of Listening • • • Stop talking. Put the talker at

The Ten Commandments of Listening • • • Stop talking. Put the talker at ease. Show the talker you want to listen. Remove distractions. Empathize with the talker. Be patient. Hold your temper. Go easy on argument and criticism. Ask questions. Remember: Stop talking, © 2014 by Mc. Graw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part. 15 -15