© 2007 by nelson, a division of thomson canada limited. ch. 11-1 chapter 11 communicating in...

© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited. Ch. 11-1

Chapter 11Chapter 11

Communicating in Person, by Telephone, and in Meetings


Using Your Voice as a Communication Tool


PronunciationCommon errors include adding/omitting vowels, omitting consonants, reversing sounds, and slurring sounds.Improve pronunciation by:• listening carefully to educated people• reading aloud from well-written newspapers• looking words up in dictionary




Tone• Identifies your personality and mood• Check your tone by recording your voice and listening to

it critically

Pitch• The highness or lowness of a sound• Most attractive voices rise and fall in conversational

tones• Use a relaxed, controlled, well-pitched voice that is

moderately low




Volume• The intensity of sound• Adjust your volume to the speaking occasion• Use your listener’s voice to judge whether you are

speaking at an appropriate volume

Rate• The pace of your speech• Strive to speak at a rate of 125 words / minute• Monitor nonverbal signs of listeners and adjust your rate


Guidelines for Promoting Positive Workplace Relations Through

Conversation

Guidelines for Promoting Positive Workplace Relations Through

Conversation

•Use correct names and titles.

•Choose appropriate topics.

•Avoid negative remarks.

•Listen to learn.•Give sincere and

specific praise.


Delivering Constructive CriticismDelivering Constructive Criticism

Mentally outline your conversation.

Use face-to-face communication.

Focus on improvement.

Offer to help.



• Be specific.

• Avoid broad generalizations.

• Discuss the behaviour (not the person).

• Use the word we (rather than you).



•Encourage two-way communication.•Keep it private.•Avoid

Ø anger.Ø sarcasm.Ø a raised voice.


Responding to Workplace Criticism


Listen without interrupting.

Determine the speaker’s intent.

Acknowledge what you are hearing.

Paraphrase what was said.

© 2007 by Nelson, a division of Thomson Canada Limited.© 2007 by Nelson, a division of Thomson Canada Limited.Ch. 11-

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• Ask for more information, if necessary.

• Agree—if the comments are accurate.

• Disagree respectfully and constructively—if you feel the comments are unfair.


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Common Conflict Response Patterns

Common Conflict Response Patterns

• Avoidance / withdrawal• Accommodation / smoothing• Compromise• Competition / forcing• Collaboration / problem-

solving


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Six-Step Procedure for Dealing with Conflict

Six-Step Procedure for Dealing with Conflict

1. Listen.2. Understand the other point

of view.3. Show a concern for the

relationship.4. Look for common ground.5. Invent new problem-solving

options.6. Reach an agreement based

on what’s fair.


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Making Productive Telephone Calls

Making Productive Telephone Calls

• Plan a mini-agenda.• Use a three-point

introduction.• Be brisk if you are rushed.• Be cheerful and accurate. • Bring it to a close.• Avoid telephone tag.• Leave complete voice mail

messages.


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Receiving Productive Telephone Calls

Receiving Productive Telephone Calls

• Identify yourself immediately.

• Be responsive and helpful.• Be cautious when answering

calls for others.• Take messages carefully.• Explain what you’re doing

when transferring calls.


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Practice Courteous and Responsible Cell Phone Use

Practice Courteous and Responsible Cell Phone Use

• Be courteous to those around you.• Observe wireless-free quite area.• Speak in low, conversational tone.• Take only urgent calls.• Drive now; talk later.


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Using Cell Phones for Business

Using Cell Phones for Business

Location:– Use good judgement.– Turn off cell phone when it could be distracting or

disruptive.– Don’t sacrifice professionalism for the sake of a garbled

phone call.Time:

– Avoid multi-tasking when talking on the phone.– Lack of attention results in errors and lack of respect.

Volume:– Don’t raise your voice when using your cell phone.– Strive for a low, modulated voice.


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Meeting AgendasMeeting Agendas

•Date and place of meeting

•Start time and end time

•Brief description of each topic– In order of priority– Include names of

individuals

•Proposed allotment of time for each topic

•Any pre-meeting preparation expected of participants


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Handling Dysfunctional Group Members

Handling Dysfunctional Group Members

•Lay down the rules in an opening statement.•Seat potentially dysfunctional members strategically.•Avoid direct eye contact.•Assign dysfunctional members specific tasks.•Ask members to speak in a specific order.•Interrupt monopolizers.•Encourage nontalkers.•Give praise and encouragement.


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End

© 2007 by nelson, a division of thomson canada limited. ch. 11-1 chapter 11 communicating in...

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