Chapter 11 Communicating in Person, by Telephone, and in Meetings

Communicating in Person Oral skills rank among the top requirement by employers Companies looking for staff who can interact successfully with customers and staff of all levels Judge by what you say The way you say it

Improving Face-to-Face Communication Using your voice - Pronunciation, Tone, Pitch, Volume, & Emphasis Promoting Positive Relationship - Use correct name and titles - Choose appropriate remarks - Listen to learn Criticism - Offering constructive criticism - Responding professionally

Resolving Workplace Conflicts Common Conflict Response Patterns - Avoidance / withdrawal - Accommodation - Compromise - Competition - Collaboration

Procedure for Dealing Conflict - Listen - Understand other point of view - Show concern for the relationship - Look for common ground - Invent new-problem solving - Reach an agreement based on what’s fair

Conducting Meetings Start on time. Begin with an introduction that establishes the goal and length of the meeting. Provide background of the problem, possible solutions. Present a tentative agenda.

Planning Meetings Ask yourself whether a meeting is really necessary. Invite only key individuals. Prepare an agenda. Include topics, times, and names.

Conducting Meetings Establish ground rules. Appoint a secretary (to take minutes) and a recorder (to track ideas on a flipchart). Encourage participation by all, but avoid digressions. Deal with conflict openly, letting all sides air opinions. When the group reaches consensus, summarize and ask for confirmation.

Concluding Meetings and Following Up End on time. Summarize the results achieved. Distribute minutes a few days later. Remind group members of their assignments.

Making Effective Telephone Calls Placing Calls Use a three-point introduction: Your name Your affiliation A brief explanation of why you are calling Be cheerful and accurate. Bring it to a close. Avoid telephone tag. Leave complete voice-mail messages.

Effective Telephone Calls Receiving Calls Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully. Explain when transferring calls.

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