Copyright © 2008 by Nelson Education Ltd. Ch. 10-1 Chapter 10 Communicating in Person and by Telephone.

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Presentation transcript:

Copyright © 2008 by Nelson Education Ltd. Ch Chapter 10 Communicating in Person and by Telephone

Copyright © 2008 by Nelson Education Ltd. Ch Using Your Voice as a Communication Tool Pronunciation Common 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

Copyright © 2008 by Nelson Education Ltd. Ch Using Your Voice as a Communication Tool 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

Copyright © 2008 by Nelson Education Ltd. Ch Using Your Voice as a Communication Tool Volume The intensity of sound Adjust your volume to the speaking occasion Use your listener’s voice to as a guide for adjusting your voice Rate The pace of your speech Try to speak at a rate of 125 words / minute Watch nonverbal signs of listeners and change your rate as needed

Copyright © 2008 by Nelson Education Ltd. Ch Using Your Voice as a Communication Tool Emphasis Putting stress on certain words can change meaning Use emphasis to make your message interesting

Copyright © 2008 by Nelson Education Ltd. Ch 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.

Copyright © 2008 by Nelson Education Ltd. Ch Offering Useful Criticism on the Job l Mentally outline your conversation. l Use face-to-face communication. l Focus on improvement. l Offer to help.

Copyright © 2008 by Nelson Education Ltd. Ch Offering Useful Criticism on the Job Be specific. Avoid broad generalizations. Discuss the behaviour, not the person. Use the word we rather than you.

Copyright © 2008 by Nelson Education Ltd. Ch Offering Useful Criticism on the Job Encourage two-way conversation. Avoid anger, sarcasm, and a raised voice. Keep it private.

Copyright © 2008 by Nelson Education Ltd. Ch Responding Professionally to Workplace Criticism l Listen without interrupting. l Determine the speaker’s intent. l Recognize what you are hearing. l Paraphrase what was said.

Copyright © 2008 by Nelson Education Ltd. Ch Responding to Workplace Criticism Ask for more information, if necessary. Agree—if the comments are accurate. Disagree respectfully and constructively— if you feel the comments are unfair. Look for a middle position.

Copyright © 2008 by Nelson Education Ltd. Ch 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.

Copyright © 2008 by Nelson Education Ltd. Ch Making Productive Telephone Calls Plan a mini-agenda. Use a three-point introduction. Be quick if you are rushed. Be cheerful and accurate. Bring it to a close. Leave complete voice mail messages.

Copyright © 2008 by Nelson Education Ltd. Ch Receiving Productive Telephone Calls Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully.

Copyright © 2008 by Nelson Education Ltd. Ch Practising Courteous and Responsible Cell Phone Use Be courteous to those around you. Observe wireless-free quite areas. Speak in low, conversational tone. Don’t interrupt a face-to-face conversation to accept a cell call. Take only urgent calls. Drive now, talk later.

Copyright © 2008 by Nelson Education Ltd. Ch Making the Best Use of Voice Mail l Announce your voice mail. l Prepare a warm and informative greeting. l Test your message.

Copyright © 2008 by Nelson Education Ltd. Ch End