1. Communicating Effectively in Meetings and Conversations
Chapter 15:
Communicating Effectively in Meetings and Conversations
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

2. Informal Talking Most of our communication time is spent talking
We do quite well at talking
Overlook the need for improvements

3. Elements of Professional Talking
The techniques of good talking use four basic elements
Voice quality- Includes delivery, pitch, speed & volume
Perhaps the best way of improving voice quality is first to refers to your life experience.
Listen carefully to yourself and then make a conscious effort to improve what you hear.
Talking style- The unique style that distinguishes you
Word choice and vocabulary- The larger your vocabulary the more word choices you have
Adaptation to audience- Fit your message to the intended audience.

4. Courtesy in Talking Don’t dominate the communication setting.
Apply the Golden Rule: Give others the courtesy you expect from them.
Don’t be too loud
Try to listen as well
Do not interrupt
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

5. Conducting & Participating in Meetings
Formal
Conferences and Committee Meetings
Informal
Discussions with fellow workers
Role
Leader or participant
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

6. How to Conduct a Meeting
Plan the meeting.
Follow the plan.
Move discussion along.
Control those who talk too much.
Encourage participation from those who talk too little.
Control time.
Summarize at appropriate places.
Take minutes.
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

7. How to Participate in Meetings
Follow the agenda.
Participate.
Do not talk too much.
Cooperate.
Be courteous.

8. Using the Phone
Some business activities are efficiently done over the phone.
Courtesy
–Initiate call, introduce yourself and ask for the person
Example: This is Joe Smith of City Bank. Can I speak with Mr. Russel?
–If you’re not certain whom you should talk to, explain your purpose
Example: This is Joe Smith of City Bank. I have a question about American express credit card. May I speak with someone who can help me?
–If a call is coming directly to you, identify yourself
Example: City Bank. Julia Stock speaking. May I help you?
–If you’re screening calls for others, identify the company and yourself and then offer assistance
Example: Rowan Insurance Company. Charlotte Glamorgan is speaking. May I help you?
–If you’re screening calls for someone who is not available
Example: Ms. Charlotte is not in right now. May I ask her to return your call? Or Can someone else help you?

9. Cell Phones Turn the ringer off in meetings.
Don’t use it at social gatherings.
Keep it off the table while eating.
If you must talk, go away from others and speak.
If you must talk while other people are around, be conscious of them.
Avoid discussing personal matters when others can hear you.
Don’t use it while driving.
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

10. Listening
Not only is talking the only side that business people need help with, listening is also equally to be valued with importance.
1. Sensing
Ability to sense sounds
Attentiveness
2. Filtering
Attaching meaning by applying one’s own biases, beliefs, etc. to what is sensed
3. Remembering

11. Improving Listening Skills
Be willing to work on your listening skills.
Active listening – focusing on what Is being said.
Back-channeling – repeating what you think you heard.
Thinking from the speaker’s viewpoint.
Making a conscious effort to remember.
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.

12. The Ten Commandments of Listening
Stop talking.
Put the talker at ease.
Show the talker you want to listen.
Remove distractions.
Empathize with the talker.
Be patient.
Hold your temper.
Go easy on argument and criticism.
Ask questions.
Remember: Stop talking,