11-1 chapter 15: communicating effectively in meetings and conversations © 2014 by mcgraw-hill...

11-1

Chapter 15:

Communicating Effectively in Meetings and Conversations

© 2014 by McGraw-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© 2014 by McGraw-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.

Chapter Overview

• Informal talking• Conducting and participating in meetings• Telephone and voice mail techniques• Listening• Nonverbal communication


Elements of Good Talking

• Voice quality• Talking style• Word choice and vocabulary• Central role of adaptation


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.


Word Choice

• Analyze the audience.• Adopt a courteous and respectful tone.• Adapt your word choice to meet the

audience’s expectations.


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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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.



How to Participate in Meetings

• Follow the agenda.• Participate.• Do not talk too much.• Cooperate.• Be courteous.


Using the Phone

• Voice quality• Courtesy


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.

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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.



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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Improving Listening Skills

• Be willing to work on listening skills.

• Be attentive.• Think from the

speaker’s viewpoint.• Make a conscious

effort to remember.



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,

11-1 chapter 15: communicating effectively in meetings and conversations © 2014 by mcgraw-hill...

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