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    Chapter 14

    Uploaded by

    Khan Abdullah
    This chapter discusses informal oral communication techniques. It covers discussing and conducting meetings, using the phone effectively, listening skills, and nonverbal communication. The key points are preparing for and leading organized meetings, using courtesy on the phone, improving listening by concentrating and understanding other perspectives, and being aware of nonverbal cues that can have various meanings across cultures.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Chapter 14

    Uploaded by

    Khan Abdullah
    66 views20 pages
    This chapter discusses informal oral communication techniques. It covers discussing and conducting meetings, using the phone effectively, listening skills, and nonverbal communication. The key points are preparing for and leading organized meetings, using courtesy on the phone, improving listening by concentrating and understanding other perspectives, and being aware of nonverbal cues that can have various meanings across cultures.

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    This chapter discusses informal oral communication techniques. It covers discussing and conducting meetings, using the phone effectively, listening skills, and nonverbal communication. The key points are preparing for and leading organized meetings, using courtesy on the phone, improving listening by concentrating and understanding other perspectives, and being aware of nonverbal cues that can have various meanings across cultures.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    66 views20 pages

    Chapter 14

    Uploaded by

    Khan Abdullah
    This chapter discusses informal oral communication techniques. It covers discussing and conducting meetings, using the phone effectively, listening skills, and nonverbal communication. The key points are preparing for and leading organized meetings, using courtesy on the phone, improving listening by concentrating and understanding other perspectives, and being aware of nonverbal cues that can have various meanings across cultures.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 20

    Chapter 14

    Informal Oral
    Communication
    Learning Objectives

    Upon completing this chapter, you will be able to


    prepare well-organized, objective reports.

    • Discuss talking and its key elements.


    • Explain the techniques for conducting and
    participating in meetings.
    • Describe good telephone and voice mail
    techniques.
    • Describe the techniques of good voice inputs.
    • Explain the listening problem and how to solve it.
    • Describe the nature and role of nonverbal
    communication.
    INFORMAL TALKING

    DEFINITION OF TALKING

    •?
    INFORMAL TALKING

    ELEMENTS OF GOOD
    TALKING

    • Voice quality
    • Style
    • Word choice
    • Adaptation
    INFORMAL TALKING

    COURTESY IN TALKING

    • Good talkers are courteous


    • They don’t attempt to dominate
    • They are assertive
    • They treat others as they want
    to be treated
    CONDUCTING AND PARTICIPATING IN
    MEETINGS

    TECHNIQUES IN CONDUCTING MEETINGS

    • Plan the Meeting


    • Follow the Plan
    • Move the Discussion Along
    • Control Those Who Talk Too Much
    • Encourage Participation from Those Who
    Talk Too Little
    • Control Time
    • Summarize at Appreciate Places
    CONDUCTING AND PARTICIPATING IN
    MEETINGS

    TECHNIQUES for PARTICIPATING in


    a MEETING

    • Follow the Agenda


    • Participate
    • Do Not Talk Too Much
    • Cooperate
    • Be Courteous
    USING THE PHONE

    NEED FOR FAVOURABLE


    VOICE QUALITY

    • Friendly Voice Is Important


    • Make It Like Face-to-face
    Conversation
    USING THE PHONE

    TECHNIQUES OF COURTESY

    • Be courteous
    • Introduce immediately
    • Ask for the person you want
    • When receiving a call, identify
    your company or office, then offer
    assistance
    USING THE PHONE

    “This is Wanda Tidwell of Tioga Milling Company. May


    I speak with Mr. Jose Martinez?”

    If you are not certain with whom you should talk,


    explain the purpose of your call:

    “This is Wanda Tidwell of Tioga Milling Company. We


    have a question about your service warranty. May I
    talk with proper executive about it?”
    USING THE PHONE

    When a secretary or someone else is screening the calls


    answers the phone,
    “Rowan Insurance Company. How may I help you?”
    “Ms. Santo’s office. May I help you?”

    When a call goes directly into the office of the executive,


    the procedure is much the same, except that the
    executive identifies herself or himself.

    “Bartosh Realty. Toby Bartosh speaking. May I help you?”


    USING THE PHONE

    Be careful not to offend the caller, (be courteous):


    Instead “Who is calling?”
    state directly:
    “Mr. Gordon is not in right now. May I ask him to return
    your call?”
    Or
    “May I tell him who called?”
    Or
    “Can someone else help you”?
    USING THE PHONE

    EFFECTIVE PHONE PROCEDURES

    • State your purpose early.


    • Cover your points systematically
    • Plan important calls
    • Be considerate, listen, and do not
    dominate
    • Use time efficiently
    USING THE PHONE

    CELL PHONES AND THEIR COURTEOUS USE

    • Turn off the ringer in meetings and other places where it would be
    disruptive.
    • Do not use the cell phone at social gathering.
    • Do not place the phone on the table while eating.
    • Avoid talking whenever it will annoy others.
    • Avoid discussing personal or confidential matters when others can
    hear you.
    • Do not talk in an excessive loud voice.
    • If you must talk while around people, be conscious about them.
    • Do not hold up lines, obstruct the movements of others, or such.
    • Avoid using the phone while driving .
    USINGSPEECH RECOGNITION FOR MESSAGES
    AND REPORTS

    TECHNIQUEES FOR DICTATING

    • 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
    LISTENING

    THE NATURE OF
    LISTENING
    • Sensing
    • Filtering
    • Remembering
    LISTENING

    IMPROVING YOUR LISTENING ABILITY

    • Be alert. Force yourself to pay


    attention.
    • Concentrate on improving your
    mental listening.
    • Think from the speaker’s viewpoint.
    • Consciously try to remember.
    LISTENING

    IMPROVING YOUR LISTENING ABILITY

    • In addition, follow these practical guidelines:


    • Stop talking
    • Put the talker at ease
    • Show the talker you want to listen
    • Remove destructions
    • Emphasize with the talker
    • Be patient
    • Hold your temper
    • Go easy on the argument and criticism
    • Ask questions
    • Stop talking
    THE REINFORCING ROLE OF NOVERBAL
    COMMUNICATION

    NATURE OF NONVERBAL COMMUNIACTION

    • Means communications without words


    • More of a tonal message than words
    • It is broad and imprecise
    • Cross-cultural aspects give many meanings to it
    • Be sensitive to intended nonverbal meanings
    • Realize that nonverbal symbols can have many
    meanings
    THE REINFORCING ROLE OF NOVERBAL
    COMMUNICATION

    TYPES OF NONVERBAL
    COMMUNICATION

    • Body language
    • Space
    • Time
    • Paralanguage

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