ENGL1312ENGL1312BUSINESS WRITINGBUSINESS WRITING

CENTRAL TEXAS COLLEGE

CHAPTER 11CHAPTER 11

COMMUNICATING IN PERSON, IN MEETINGS, BY TELEPHONE, AND

DIGITALLY

Ch11 page 316

OBJECTIVESOBJECTIVES• Discuss improving face-to-face workplace communication including u

sing your voice as a communication tool• Specify procedures for promoting positive workplace relations throug

h conversation.• Review techniques for responding professionally to workplace criticis

m and for offering constructive criticism on the job.• Outline procedures for planning, leading, and participating in producti

ve business meetings, including professional etiquette techniques, resolving conflict, and handling dysfunctional group members.

• Explain ways to polish your professional telephone skills, including traditional phones and cell phones.

• List techniques for making the best use of voice mail, including proper voice mail etiquette.

• Describe a variety of digital workplace communication tools, including voice conferencing, videoconferencing, Web conferencing, instant messaging, wireless technology, and blogging.

Ch11 page 316

Strong oral communicatio

n skills can help you be hired and

succeed on the job.

Ch11 page 316

IMPROVING FACE-TO-FACE IMPROVING FACE-TO-FACE WORKPLACE COMMUNICATIONWORKPLACE COMMUNICATION

Face-to-face conversation has many advantages. It allows you to be persuasive and expressive because you can use your voice and body language to make a point.You are less likely to be misunderstood because you can read feedback and make needed adjustments. In conflict resolution, you can reach a solution more efficiently and cooperate to create greater levels of mutual benefit when communicating face-to-face.

Ch11 page 317

Pronunciation Proper pronunciation means saying words correctly and clearly with th

e accepted sounds and accented syllables.Voice QualityPitchVolume and Rate

Speaking in a moderately low-pitched voice at about 125 words a minute makes you sound pleasing and professional.

Emphasis“Uptalk,” in which sentences sound like questions, makes speakers seem weak and tentative.

Ch11 page 317~18

You will be most effective in workplace conversations If you use correct names and titles, choose appropriate topics, avoid negative and judgmental remarks, and give sincere and specific praise.

• Use Correct Names and Titles• Choose Appropriate Topics• Avoid Negative Remarks• Listen to Learn• Give Sincere and Specific Praise• Act Professionally in Social Situations

Ch11 page 319~20

• Listen without interrupting• Determine the speaker’s intent.• Acknowledge what you are hearing• Paraphrase what was said• Ask for more information If necessary• Agree-If the comments are accurate.• Disagree respectfully and constructively-If you

feel the comments are unfair.• Look for a middle position• Learn from criticism

Ch11 page 320~21

Offering constructive criticism is easier If you plan what you will

say, focus on improvement, offer to help, be specific, discuss the behavior and not the person,

speak privately face-to-face, and avoid anger.

Ch11 page 321~22

As businesses become more team oriented and management becomes more participatory, people are attending more meetings than ever. Despite heavy reliance on e-mail and the growing use of wireless devices to stay connected, meetings are still the most comfortable way to exchange information.

PLANNING AND PARTICIPATION IN PLANNING AND PARTICIPATION IN PRODUCTIVE BUSINESS AND PRODUCTIVE BUSINESS AND PROFESSIONAL MEETINGSPROFESSIONAL MEETINGS

Ch11 page 322

Determining your purposeDeciding how and where to meetOrganizing and agendaInviting participantsPreparing the meeting location and

materials

Ch11 page 322~24

Getting the meeting startedMoving the meeting alongDealing with conflictHandling dysfunctional group

members

Ch11 page 324~27

Concluding the meetingDistributing minutesCompleting assigned tasks

Ch11 page 327~28

Despite the heavy reliance on e-mail, the telephone is still an extremely important piece of equipment in offices. With the

addition of today’s wireless technology, it doesn’t matter whether you are in or out of the office. You can always be reached by phone. As a business communicator,

you can be more productive, efficient, and professional by following some simple

suggestions. In this chapter we’ll focus on traditional telephone techniques as well as cell phone use and voice mail efficiency.

IMPROVING TELEPHONE, CELL PHONE, IMPROVING TELEPHONE, CELL PHONE, AND VOICE MAIL SKILLSAND VOICE MAIL SKILLS

Ch11 page 328

Plan a mini-agendaUse a three-point introductionBe brisk if you are rushedBe cheerful and accurateBe professional and courteousBring it to a closeAvoid telephone tagLeave complete voice mail messages

Ch11 page 328~329

Answer promptly and courteouslyBe responsive and helpfulBe cautious when answering calls for

others.Take messages carefully Leave the line respectfullyExplain what you’re doing when

transferring

Ch11 page 329

Call phones enable you to conduct businessfrom virtually anywhere at any time. Cell phones are essential workplace communicationtools, but they must be used without offending others.LOCATIONUse good judgment in placing or accepting cell phone

calls.TIMEOften what you are doing is more important than

whatever may come over the airwaves to you on your phone.

VOLUMEMany people raise their voices when using their cell

phones.

Ch11 page 330~31

Telephone calls can be disruptive, most businesspeople are making extensive use of voice mail to intercept and screen in coming calls.

ON THE RECEIVER’S END

• Don’t overuse voice mail.• Set the number of rings appropriately.• Prepare a professional, concise, friendly greeting.• Test your message.• Change your message.• Respond to messages promptly.• Plan for vacations and other extended absences.

Ch11 page 331~2

ON THE CALLER’S END

• Be prepared to leave a message.• Leave a concise, thorough message.• Use a professional and courteous tone.• Speak slowly and articulate.• Be careful with confidential information.• Don’t make assumptions.

Ch11 page 332~3

Digital communication tools, such as voice conferencing, videoconferencing, web conferencing, instant messaging, wireless technology, and blogging, have become the norm in today’s global business environment.

OTHER DIGITAL COMUNICATION TOOLS OTHER DIGITAL COMUNICATION TOOLS IN THE WORKPLACEIN THE WORKPLACE

Ch11 page 333~35

Guffey, M. E. (2007).

Essentials of Business Communication

Mason, OH 45040