2. 11 Speaking Informally “Speech is power: speech is to persuade, to convert, to compel.” ― Ralph Waldo Emerson, 19th century American poet

3. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. After completing the chapter, you will be able to: Prepare for informal speaking situations. Describe appropriate etiquette for answering telephone calls and leaving voicemail messages. Respond to questions and make requests. Provide direction to others. Persuade others to action.

4. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Be Prepared Impromptu speaking – speaking when you do not have notice leaving voicemail messages participating in team meetings providing information to a customer on the telephone – anticipate these situations so that you can be prepared

5. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Handling Telephone Calls Answering the phone – etiquette is the art of using good manners in any situation. – using good telephone manners is telephone etiquette – be aware of company guidelines for answering and making telephone calls Shutterstock

6. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Making telephone calls—plan the call – What is the purpose of the message? – Who is the audience? – What do I want to communicate? – What information do I need? – Has there been any misunderstanding that I need to clear up? Handling Telephone Calls

7. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Leaving voicemail messages – Leave a clear message. – Think about what you will say. – Determine how much is necessary to say. – Tell the recipient what you need. – Tell the recipient when you are available. Handling Telephone Calls

8. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Speak clearly and at a pace that is easy to understand. Leave enough information for a response, such as: – your name, company, and your position or department; – your telephone number, including the area code; – a brief message stating the purpose of the call; and – when you will be available to receive the return call. If your call is urgent, say when you need a response. If your name is unfamiliar or difficult to understand, clearly spell your name. When you spell information, clarify letters that sound alike (t as in Tom). Leaving Voicemail Messages

9. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Receiving telephone calls – When you answer the phone: be courteous identify yourself according to company practice if you are talking to a customer, have script – Record a voice mail for those calls you cannot take. state your company name, your name, and a specific message that lets the caller know when he or she can expect a return call Handling Telephone Calls

10. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Receiving and Making Requests When receiving a request – take notes so you get the facts straight; do not rely on your memory – if you must refuse a request, be professional and use the indirect approach to gracefully say no

11. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. When making requests, be prepared to give specific directions to the listener. – be polite – be direct – be specific – be informative – be reasonable – be grateful Receiving and Making Requests Shutterstock

12. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Receiving and Making Requests 1.Why should you take notes when receiving a request? 2.What are the six rules for making requests?

13. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Giving Directions To direct others is to give instruction or guidance. – be sure they understand exactly what you want them to do – be clear when the task needs to be done – give a reason why the task is necessary – ask for feedback; your audience will appreciate that you are an active listener

14. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Giving Directions 1.What does it mean to direct others? 2.Why should you listen to those you are directing?

15. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Persuading Others Persuading is convincing a person to take a course of action you propose. Before you begin: – Understand your goals. – Understand your listener’s needs and goals. – Focus on your listener’s counterarguments. – Be prepared. Good interpersonal skills are important. If a person likes you, it is much easier to be persuasive.

16. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Guidelines for persuasive talk. Persuading Others

17. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Persuading Others 1.What does it mean to persuade someone? 2. Why are good interpersonal skills required for persuasive speaking?

18. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. Efficiency is the primary benefit of having a plan for informal speaking. Preparing for telephone calls will ensure you accomplish your goals and be efficient with your time as well as the receiver’s time. If someone makes a request of you, be certain to take notes.

19. Permission granted to reproduce for educational use only.© Goodheart-Willcox Co., Inc. When giving instruction or guidance to others, give specific details so that the listener understands what is expected of him or her. You can persuade a listener by considering all of the information and points that might persuade the listener.