Bài giảng Business Communication - Chapter 15: 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. Chapter OverviewInformal talkingConducting and participating in meetingsTelephone and voice mail techniquesListeningNonverbal communicationElements of Good TalkingVoice qualityTalking styleWord choice and vocabularyCentral role of adaptationTalking StyleDefinition: The blending of pitch, speed, and volumeTo improveAnalyze your style. Listen to yourself.Then do what you can to make yours better.Word ChoiceAnalyze the audience.Adopt a courteous and respectful tone.Adapt your word choice to meet the audience’s expectations.AdaptationFit the message to the audience’s level and context.Be aware of how tone, style, and word choice can help adapt messages.Courtesy in TalkingDon’t dominate the communication setting.Apply the Golden Rule: Accord others the courtesy you expect from them.© 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. How to Conduct a MeetingPlan 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. How to Participate in MeetingsFollow the agenda.Participate.Do not talk too much.Cooperate.Be courteous.Using the PhoneVoice qualityCourtesyEffective Voice Mail TechniquesSpeak 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.Cell PhonesTurn 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.© 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. ListeningSensingSensing soundAttending to soundFilteringAttaching meaning to what is sensedApplying one’s own biases, beliefs, etc. to what is sensedRememberingImproving Listening SkillsBe willing to work on listening skills.Be attentive.Think from the speaker’s viewpoint.Make 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. The Ten Commandments of ListeningStop 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,