Transcript Chapter Thirteen

McGraw-Hill/Irwin
Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
Informal Oral Communication Overview
• Discuss talking & its key elements
• Explain the techniques for conducting and
participating in meetings
• Describe good phone and voice mail techniques
• Describe the techniques of good voice input
• Explain the listening problem and how to solve it
• Describe the nature and types of nonverbal
communication
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Elements of Good Talking
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Voice quality
Talking style
Word choice and vocabulary
Central role of adaptation
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Voice Quality
• Definition: Pitch and resonance of vocal
sounds
• Not all voices are good
• How to improve yours
– You know good voice quality.
– Listen to yourself.
– Do what you can to improve.
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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.
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Word Choice
• Analyze the audience.
• Adopt a courteous and respectful tone.
• Adapt your word choice to meet the
audience’s expectations.
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Adaptation
• Fit the message to the audience’s level and
context.
• Be aware of how tone, style, and word choice
can help adapt messages.
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Courtesy in Talking
• Don’t dominate the
communication setting.
• Apply the Golden Rule:
Accord others the
courtesy you expect
from them.
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Techniques for
Conducting Meetings
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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.
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Techniques for
Participating in Meetings
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Follow the agenda.
Participate.
Do not talk too much.
Cooperate.
Be courteous.
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Using the Phone
• Voice quality
• Courtesy
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Techniques of Telephone Courtesy
• When calling
– Introduce yourself and ask for person you want.
– Explain purpose of call if unsure of person to
contact.
• When answering
– Identify your company/office and offer to help.
– Make sure your tone is polite and conversational.
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Effective Voice Mail Techniques
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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.
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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.
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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
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Dictating Procedures for Effective
Voice Recognition
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Gather the facts.
Plan the message.
Make the words flow.
Speak clearly.
Give paragraphing, punctuation, and other
instructions as needed.
• Play back intelligently.
• Proofread for accuracy.
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Improving Listening Skills
• Be willing to work on
listening skills.
• Be attentive.
• Think from the
speaker’s viewpoint.
• Make a conscious effort
to remember.
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The Ten Commandments
of Listening
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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,
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Nonverbal communication
• It is the communication that occurs without
words.
• It accounts for a larger part of the message
than words.
• We use it to reinforce our words.
• It also communicates by itself.
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Types of Nonverbal Communication:
(1) Body Language
• Physical movements of our bodies (arms,
fingers, face, posture) communicate.
• Face and eyes are the most important
conveyors of meaning.
• Gestures send messages.
• Physical appearance determines how body
language is perceived.
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Types of Nonverbal Communication:
(2) Space
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Intimate (contact to 18 inches)
Personal (18 inches to 4 feet)
Social (4 to 12 feet)
Public (12 feet to range of sight)
Our behavior in each is determined by our
culture.
• We need to be sensitive to the space
conditioning of others.
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Types of Nonverbal Communication:
(3) Time
• Concepts of time also vary by culture.
– Monochronic (view time as linear)
– Polychronic (view time indefinitely)
• Punctuality and orderly activities vary in
importance by culture.
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Types of Nonverbal Communication:
(4) Paralanguage
• Paralanguage is how the words are delivered.
• It is the speed, pitch, emphasis, volume, and
such that we give the words.
• Recall the text example: “I am a good
communicator.”
– Repeat five times emphasizing a different word
each time.
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Courage is what it takes to stand up and speak;
courage is also what it takes to sit down and listen.
—Winston Churchill
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