Informal Oral Communication
This document was uploaded by user and they confirmed that they have the permission to share it. If you are author or own the copyright of this book, please report to us by using this DMCA report form. Report DMCA
Overview
Download & View Informal Oral Communication as PDF for free.
More details
- Words: 1,128
- Pages: 27
CHAPTER 14 Informal Oral Communication
Basic Business Communication
Skills for Empowering the Internet Generation N I N T H
E D I T I O N
Lesikar Flatley
2
Overview
2
14
Informal Oral Communication Informal
Talking Conducting and Participating in Meetings Dictating Letters and Reports Listening Nonverbal Communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
3
Elements of Good Talking Voice
Quality Talking Style Word Choice and Vocabulary Central Role of Adaptation
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4
4
Voice Quality It
is 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.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
5
5
Talking Style It
is the blending of pitch, speed, and volume. To improve Analyze
your style. Listen to yourself. Then do what you can to make yours better.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
6
6
Word Choice Adapt.
Choose words in your listener’s vocabulary. Recall adaptation suggestions in chapters 2 and 3.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
7
7
Adaptation The
preceding suggestion applied to the whole message. It is more than just word choice. It also concerns idea simplification.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
8
8
Courtesy in Talking Don’t
dominate or drown out others. Apply the Golden Rule; accord others the courtesy you expect from them.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
10
Techniques for Participating in Meetings Follow
the agenda Participate Do not talk too much Cooperate Be courteous
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
11
11
Using the Telephone Trivial?
Perhaps. But many of us have bad techniques. Bad
voice quality – gruff, shrill, soft Inconsiderate (usually unintentional)
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
12
12
What you can do about it. Listen
to yourself – record a conversation. Work for naturalness. Follow recommended procedures for courtesy.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
13
13
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
company/office and offer to help emphasize thoughtful answering practices
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
14
14
Effective Voice Mail Techniques Speak
clearly and distinctly Identify yourself by name and affiliation Give overview of message Continue with details Ask for action if needed Speak slowly with callback information End with goodwill comment Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
15
15
Wireless Telephones Now
widely used. And growing fast. But they have created a nuisance.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
16
16
We can reduce their annoyance by Not
using them at social gatherings. Not placing them on the table while eating. Avoiding talking with others are in earshot. Avoiding discussing personal matters around others. Not talking too loud. Calling from a quiet place.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
17
17
Techniques of Dictating Gather
the facts Plan the message Give preliminary information and instructions Make the words flow Speak in a strong, clear voice Give paragraphing and other mechanics as needed Avoid asides Read back intelligently Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
18
18
Voice Recognition with Computers Permits
dictation to computer Benefits those with limitations Translates spoken messages into digital signals Works best with fast processor and much memory Involves some training time Allows you to speak naturally Applies to messages, reports, forms, data entry, spreadsheets, and databases Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
19
19
Listening The
receiving end of communication. Caused more problems and sending end. It involves Sensing Filtering Remembering.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
20
20
To improve your listening You
must first want to improve. Then work to pay attention. Work on the accuracy of your filtering – think. Work to remember – concentrate.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
21
The Ten Commandments of Listening
Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
22
22
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. But it also communicates by itself.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
23
23
Types of nonverbal communication: (1) Body language How
we gesture with arms, fingers, hands, face How we stand, walk Our posture at Our eye movements The clothes we wear and how we wear them How we decorate our bodies (tattoos, piercing) Etc. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
24
24
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. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
25
25
Types of nonverbal communication: (3) Time Concepts
of time also vary by culture. Punctuality, orderly activities vary in importance by culture.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
26
26
Types of nonverbal communication: (4) Paralanguage It
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.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
27
27
“If speaking is silver, then listening is gold.” --Turkish Proverb
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Basic Business Communication
Skills for Empowering the Internet Generation N I N T H
E D I T I O N
Lesikar Flatley
2
Overview
2
14
Informal Oral Communication Informal
Talking Conducting and Participating in Meetings Dictating Letters and Reports Listening Nonverbal Communication
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
3
Elements of Good Talking Voice
Quality Talking Style Word Choice and Vocabulary Central Role of Adaptation
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
4
4
Voice Quality It
is 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.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
5
5
Talking Style It
is the blending of pitch, speed, and volume. To improve Analyze
your style. Listen to yourself. Then do what you can to make yours better.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
6
6
Word Choice Adapt.
Choose words in your listener’s vocabulary. Recall adaptation suggestions in chapters 2 and 3.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
7
7
Adaptation The
preceding suggestion applied to the whole message. It is more than just word choice. It also concerns idea simplification.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
8
8
Courtesy in Talking Don’t
dominate or drown out others. Apply the Golden Rule; accord others the courtesy you expect from them.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
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 Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
10
Techniques for Participating in Meetings Follow
the agenda Participate Do not talk too much Cooperate Be courteous
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
11
11
Using the Telephone Trivial?
Perhaps. But many of us have bad techniques. Bad
voice quality – gruff, shrill, soft Inconsiderate (usually unintentional)
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
12
12
What you can do about it. Listen
to yourself – record a conversation. Work for naturalness. Follow recommended procedures for courtesy.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
13
13
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
company/office and offer to help emphasize thoughtful answering practices
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
14
14
Effective Voice Mail Techniques Speak
clearly and distinctly Identify yourself by name and affiliation Give overview of message Continue with details Ask for action if needed Speak slowly with callback information End with goodwill comment Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
15
15
Wireless Telephones Now
widely used. And growing fast. But they have created a nuisance.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
16
16
We can reduce their annoyance by Not
using them at social gatherings. Not placing them on the table while eating. Avoiding talking with others are in earshot. Avoiding discussing personal matters around others. Not talking too loud. Calling from a quiet place.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
17
17
Techniques of Dictating Gather
the facts Plan the message Give preliminary information and instructions Make the words flow Speak in a strong, clear voice Give paragraphing and other mechanics as needed Avoid asides Read back intelligently Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
18
18
Voice Recognition with Computers Permits
dictation to computer Benefits those with limitations Translates spoken messages into digital signals Works best with fast processor and much memory Involves some training time Allows you to speak naturally Applies to messages, reports, forms, data entry, spreadsheets, and databases Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
19
19
Listening The
receiving end of communication. Caused more problems and sending end. It involves Sensing Filtering Remembering.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
20
20
To improve your listening You
must first want to improve. Then work to pay attention. Work on the accuracy of your filtering – think. Work to remember – concentrate.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
21
The Ten Commandments of Listening
Stop talking Put talker at ease Show talker you want to listen Remove distractions Empathize with talker Be patient Hold your temper Go easy on argument and criticism Ask questions Stop talking Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
22
22
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. But it also communicates by itself.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
23
23
Types of nonverbal communication: (1) Body language How
we gesture with arms, fingers, hands, face How we stand, walk Our posture at Our eye movements The clothes we wear and how we wear them How we decorate our bodies (tattoos, piercing) Etc. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
24
24
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. Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
25
25
Types of nonverbal communication: (3) Time Concepts
of time also vary by culture. Punctuality, orderly activities vary in importance by culture.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
26
26
Types of nonverbal communication: (4) Paralanguage It
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.
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
27
27
“If speaking is silver, then listening is gold.” --Turkish Proverb
Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved.
Related Documents
Informal Oral Communication
May 2020 12
Informal Communication
June 2020 6
Bc_formal And Informal Communication
June 2020 8
Oral And Written Communication
November 2019 23
Creativity In Oral Communication
May 2020 19
