1. IMPROVING FACE-TO-FACE WORKPLACE COMMUNICATION One dimensional communication technologies cannot replace the richness or effectiveness of face- to-face communication.

2. Advantages of f-2-f communication F-2-f communication:  is more persuasive and expressive  is less likely to be misunderstood - instant feedback  is more efficient in conflict resolution  satisfies human need for social interaction.

3. Voice as a Communication Tool Voice is the music that makes words meaningful. Elements to control:  Pronunciation  Voice quality  Pitch  Volume and rate  Emphasis

4. Promoting Positive Workplace Relations In the office and at work-related social functions:  Use correct names and titles.  Choose appropriate topics.  Avoid negative remarks.  Listen to learn.  Give sincere and specific praise.  Act professionally in social situations.

5. Responding Professionally to Workplace Criticism It’s normal to both give and receive criticism on the job. Suggestions  Listen, paraphrase and clarify.  Agree if the comments are accurate, disagree respectfully and constructively if they are unfair.  Look for a middle position.  Learn from criticism.

6. Offering Constructive Criticism Cooperative endeavours demand feedback and evaluation. Suggestions  Plan what you will say.  Focus on improvement.  Offer to help.  Be specific.  Discuss the behaviour, not the person.  Avoid anger.  Keep it private.

7. Activity: Discussing (workplace) criticism In the workplace, criticism is often delivered thoughtlessly. Your task Describe a time when you were criticised by a superior or colleague. What made the criticism painful? What goal do you think the critic had in mind? How did you feel? How did you respond? Considering techniques discussed in this chapter, how could the critic have improved his/her delivery? How does the delivery affect a receiver responds to criticism?