1. Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin

2. 13-2 Informal Oral Communication Overview Discuss talking & its key elements Explain the techniques for conducting and participating in meetings Describe good phone and voice mail techniques Describe the techniques of good voice input Explain the listening problem and how to solve it Describe the nature and types of nonverbal communication

3. 13-3 Elements of Good Talking Voice quality Talking style Word choice and vocabulary Central role of adaptation

4. 13-4 Voice Quality Definition: Pitch and resonance of vocal sounds Not all voices are good How to improve yours – You know good voice quality. – Listen to yourself. – Do what you can to improve.

5. 13-5 Talking Style Definition: The blending of pitch, speed, and volume. To improve – Analyze your style. Listen to yourself. – Then do what you can to make yours better.

6. 13-6 Word Choice Analyze the audience. Adopt a courteous and respectful tone. Adapt your word choice to meet the audience’s expectations.

7. 13-7 Adaptation Fit the message to the audience’s level and context. Be aware of how tone, style, and word choice can help adapt messages.

8. 13-8 Courtesy in Talking Don’t dominate the communication setting. Apply the Golden Rule: Accord others the courtesy you expect from them.

9. 13-9 Techniques for Conducting Meetings 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.

10. 13-10 Techniques for Participating in Meetings Follow the agenda. Participate. Do not talk too much. Cooperate. Be courteous.

11. 13-11 Using the Phone Voice quality Courtesy

12. 13-12 Techniques of Telephone Courtesy When calling – Introduce yourself and ask for person you want. – Explain purpose of call if unsure of person to contact. When answering – Identify your company/office and offer to help. – Make sure your tone is polite and conversational.

13. 13-13 Effective Voice Mail Techniques Speak clearly and distinctly. Identify yourself by name and affiliation. Give an overview of your message. Continue with details. Ask for action if you need to. Speak slowly when providing callback information. End with a goodwill comment.

14. 13-14 Cell Phones Turn the ringer off. Don’t use it at social gatherings. Keep it off the table while eating. Talk in a quiet place away from others. Don’t hold up lines. Don’t use it while driving.

15. 13-15 Listening Sensing – Sensing sound – Attending to sound Filtering – Attaching meaning to what is sensed – Applying one’s own biases, beliefs, etc. to what is sensed Remembering

16. 13-16 Dictating Procedures for Effective Voice Recognition Gather the facts. Plan the message. Make the words flow. Speak clearly. Give paragraphing, punctuation, and other instructions as needed. Play back intelligently. Proofread for accuracy.

17. 13-17 Improving Listening Skills Be willing to work on listening skills. Be attentive. Think from the speaker’s viewpoint. Make a conscious effort to remember.

18. 13-18 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,

19. 13-19 Nonverbal communication It is the communication that occurs without words. It accounts for a larger part of the message than words. We use it to reinforce our words. It also communicates by itself.

20. 13-20 Types of Nonverbal Communication: (1) Body Language Physical movements of our bodies (arms, fingers, face, posture) communicate. Face and eyes are the most important conveyors of meaning. Gestures send messages. Physical appearance determines how body language is perceived.

21. 13-21 Types of Nonverbal Communication: (2) Space Intimate (contact to 18 inches) Personal (18 inches to 4 feet) Social (4 to 12 feet) Public (12 feet to range of sight) Our behavior in each is determined by our culture. We need to be sensitive to the space conditioning of others.

22. 13-22 Types of Nonverbal Communication: (3) Time Concepts of time also vary by culture. – Monochronic (view time as linear) – Polychronic (view time indefinitely) Punctuality and orderly activities vary in importance by culture.

23. 13-23 Types of Nonverbal Communication: (4) Paralanguage Paralanguage is how the words are delivered. It is the speed, pitch, emphasis, volume, and such that we give the words. Recall the text example: “I am a good communicator.” – Repeat five times emphasizing a different word each time.

24. 13-24 Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen. —Winston Churchill