informal oral communication
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Basic Business CommunicationSkills for Empowering the Internet Generation
N I N T H E D I T I O N
Lesikar
Flatley
Informal Oral Informal Oral CommunicationCommunication
CHAPTER 14
2
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
2Overview
Informal Oral Communication
14
Informal TalkingConducting and Participating in MeetingsDictating Letters and ReportsListeningNonverbal Communication
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3
Elements of Good TalkingElements of Good Talking
Voice QualityTalking StyleWord Choice and VocabularyCentral Role of Adaptation
4
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4
Voice QualityVoice Quality
It is pitch and resonance of vocal soundsNot all voices are goodHow to improve yours:
You know good voice quality.Listen to yourself.Do what you can to improve.
5
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5
Talking StyleTalking Style
It is the blending of pitch, speed, and volume.To improve
Analyze your style. Listen to yourself.Then do what you can to make yours better.
6
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6
Word ChoiceWord Choice
Adapt. Choose words in your listener’s vocabulary.Recall adaptation suggestions in chapters 2 and 3.
7
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7
AdaptationAdaptation
The preceding suggestion applied to the whole message.
It is more than just word choice. It also concerns idea simplification.
8
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8
Courtesy in TalkingCourtesy in Talking
Don’t dominate or drown out others.Apply the Golden Rule; accord others the courtesy
you expect from them.
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9
Techniques for Techniques for Conducting MeetingsConducting Meetings
Plan the meetingFollow the planMove discussion alongControl those who talk too muchEncourage participation from those
who talk too littleControl timeSummarize at appropriate places
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10
Techniques for Techniques for Participating in MeetingsParticipating in Meetings
Follow the agendaParticipateDo not talk too muchCooperateBe courteous
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11
Using the TelephoneUsing the Telephone
Trivial? Perhaps.But many of us have bad techniques.
Bad voice quality – gruff, shrill, soft Inconsiderate (usually unintentional)
12
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12
What you can do about it.What you can do about it.
Listen to yourself – record a conversation. Work for naturalness.Follow recommended procedures for courtesy.
13
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13
Techniques of Telephone CourtesyTechniques of Telephone Courtesy
When calling introduce yourself and ask for person you wantexplain purpose of call if unsure of person to
contactWhen answering
identify company/office and offer to helpemphasize thoughtful answering practices
14
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14
Effective Voice Mail TechniquesEffective Voice Mail Techniques
Speak clearly and distinctlyIdentify yourself by name and affiliationGive overview of messageContinue with detailsAsk for action if neededSpeak slowly with callback informationEnd with goodwill comment
15
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15
Wireless TelephonesWireless Telephones
Now widely used.And growing fast.But they have created a nuisance.
16
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16
We can reduce their annoyance byWe can reduce their annoyance by
Not using them at social gatherings.Not placing them on the table while eating.Avoiding talking with others are in earshot.Avoiding discussing personal matters around others.Not talking too loud.Calling from a quiet place.
17
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17
Techniques of DictatingTechniques of Dictating
Gather the factsPlan the messageGive preliminary information and instructionsMake the words flowSpeak in a strong, clear voiceGive paragraphing and other mechanics as neededAvoid asidesRead back intelligently
18
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18
Voice Recognition with ComputersVoice Recognition with Computers
Permits dictation to computerBenefits those with limitationsTranslates spoken messages into digital signalsWorks best with fast processor and much memoryInvolves some training timeAllows you to speak naturallyApplies to messages, reports, forms, data entry,
spreadsheets, and databases
19
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19
ListeningListening
The receiving end of communication.Caused more problems and sending end.It involves
SensingFilteringRemembering.
20
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20
To improve your listeningTo improve your listening
You must first want to improve.Then work to pay attention.Work on the accuracy of your filtering – think.Work to remember – concentrate.
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21
The Ten Commandments The Ten Commandments of Listeningof Listening
Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking
22
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22
Nonverbal communicationNonverbal 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.But it also communicates by itself.
23
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23
Types of nonverbal communication: Types of nonverbal communication: (1) Body language(1) Body language
How we gesture with arms, fingers, hands, faceHow we stand, walkOur posture atOur eye movementsThe clothes we wear and how we wear themHow we decorate our bodies (tattoos, piercing)Etc.
24
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24
Types of nonverbal communication: Types of nonverbal communication: (2) Space(2) Space
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.
25
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25
Types of nonverbal communication: Types of nonverbal communication: (3) Time(3) Time
Concepts of time also vary by culture.Punctuality, orderly activities vary in
importance by culture.
26
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26
Types of nonverbal communication: Types of nonverbal communication: (4) Paralanguage(4) Paralanguage
It 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.
27
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27
“If speaking is silver, then listening is gold.”
--Turkish Proverb
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