1. Essentials of Business Communication, Second Edition Ch. 11–1

2. Essentials of Business Communication, Second Edition Ch. 11–2 Using Your Voice as a Communication Tool (1) Improve your pronunciation “naturally” – not “natcherly” “accessory” – not “assessory” “don’t you” – not “doncha”

3. Essentials of Business Communication, Second Edition Ch. 11–3 Using Your Voice as a Communication Tool (2) Work on the quality of your voice Do you sound friendly, alert, or positive? Do you sound angry, slow-witted, or negative?

4. Essentials of Business Communication, Second Edition Ch. 11–4 Using Your Voice as a Communication Tool (3) Use an appropriate pitch to attract listeners. When the voice rises and falls in conversational tones: attractive Flat, monotone voice: boring and ineffectual Moderate low voice: pleasing and professional

5. Essentials of Business Communication, Second Edition Ch. 11–5 Using Your Voice as a Communication Tool (4) Adjust the volume of your voice and your rate of speech Speak as loudly or softly as the occasion demands. Don’t make your listeners strain to hear you. Don’t speak too rapidly.

6. Essentials of Business Communication, Second Edition Ch. 11–6 Using Your Voice as a Communication Tool (5) Use emphasis to express meaning Stress the words that require emphasis. Use of a lower pitch and volume can make you sound professional or reasonable.

7. Essentials of Business Communication, Second Edition Ch. 11–7 Promoting Positive Workplace Relations Use correct names and titles. Choose appropriate workplace topics. Avoid negative remarks. Listen and learn. Give sincere and specific praise.

8. Essentials of Business Communication, Second Edition Ch. 11–8 Offering Constructive Criticism on the Job (1) Mentally outline your conversation. Use face-to-face communication. Focus on improvement (offer to help). Be specific; avoid broad generalizations. Focus on the behavior, not the person. Use “we” rather than “you.”

9. Essentials of Business Communication, Second Edition Ch. 11–9 Offering Constructive Criticism on the Job (2) Encourage two-way communication. Avoid anger, sarcasm, and a raised voice. Keep it private.

10. Essentials of Business Communication, Second Edition Ch. 11–10 Responding Professionally to Workplace Criticism (1) Listen without interrupting. Determine the speaker’s intent. Acknowledge what you are hearing. Paraphrase what was said. If necessary, ask for more information. Agree -- if the comments made are fair.

11. Essentials of Business Communication, Second Edition Ch. 11–11 Responding Professionally to Workplace Criticism (2) Disagree respectfully and constructively - if you feel the comments made are unfair. Look for a middle position.

12. Essentials of Business Communication, Second Edition Ch. 11–12 Common Conflict Response Patterns Avoidance/withdrawal: lose – lose situation Accommodation/smoothing: minor issue Compromise: when a predetermined ideal situation is not required Competition/forcing: when the parties recognize the power relationship between themselves Collaboration/problem solving: when the involved people have common goals

13. Essentials of Business Communication, Second Edition Ch. 11–13 Six-Step Procedure for Dealing With Conflict 1.Listen carefully. Understand the problem. 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.

14. Essentials of Business Communication, Second Edition Ch. 11–14 Making Effective Telephone Calls (1) Placing Calls Plan a mini agenda. Use a three-point introduction: 1.State your name. 2.State your affiliation. 3.Give a brief explanation of why you are calling. Be brisk if you are rushed. Be cheerful and accurate. Bring it to a close.

15. Essentials of Business Communication, Second Edition Ch. 11–15 Making Effective Telephone Calls (2) Avoid telephone tag. Leave complete voice-mail messages.

16. Essentials of Business Communication, Second Edition Ch. 11–16 Making Effective Telephone Calls (3) Receiving Calls Identify yourself immediately. Be responsive and helpful. Be cautious when answering calls for others. Take messages carefully. Explain what you are doing when transferring calls.

17. Essentials of Business Communication, Second Edition Ch. 11–17 Practicing Courteous and Responsible Cell Phone Use Be courteous to those around you Observe wireless-free quiet areas. Speak in low, conversational tones. Take only urgent calls. Drive now, talk later. E.g., Japan

18. Essentials of Business Communication, Second Edition Ch. 11–18 The Best Use of Voice Mail Announce your voice mail. Prepare a warm and informative greeting. Test your message.

19. Essentials of Business Communication, Second Edition Ch. 11–19 Meetings (1) Planning a Meeting Ask yourself whether a meeting is really necessary. Invite only key individuals. Prepare an agenda (include topics, times, and names).

20. Essentials of Business Communication, Second Edition Ch. 11–20 Meetings (2) Conducting a Meeting Start the meeting on time. Begin with an introduction that establishes the goal and length of the meeting. Provide the background of topics or problems, state possible solutions and constraints. Present a tentative agenda.

21. Essentials of Business Communication, Second Edition Ch. 11–21 Meetings (3) Establish ground rules. Appoint a secretary, who will take minutes, and a recorder, who will track ideas on a flipchart. Encourage participation by all, but avoid digressions. When the group reaches consensus, summarize and ask for confirmation.

22. Essentials of Business Communication, Second Edition Ch. 11–22 Dealing with Conflict Conflict is natural and not always negative in a workplace. When a conflict develops, allow each to make a complete case before the group.

23. Essentials of Business Communication, Second Edition Ch. 11–23 Handling Dysfunctional Group Members (1) Lay down the rules in an opening statement. Seat potentially dysfunctional members strategically. Avoid direct eye contact. Assign specific tasks to dysfunctional members.

24. Essentials of Business Communication, Second Edition Ch. 11–24 Handling Dysfunctional Group Members (2) Ask members to speak in a specific order. Interrupt monopolizers. Encourage nontalkers. Give praise and encouragement.

25. Essentials of Business Communication, Second Edition Ch. 11–25 Ending & Following Up Concluding a Meeting and Following Up End the meeting on time. Summarize the results achieved. Distribute minutes of the meeting a few days later. Remind group members of their follow-up assignments.

26. Essentials of Business Communication, Second Edition Ch. 11–26 End