Chapter 11

Communicating in Person, by
Telephone, and in Meetings

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-1

 Using Your Voice as a
Communication Tool
• Improve your pronunciation.
• “naturally” – not “natcherly”
• “accessory” – not “assessory”
• “don’t you” – not “doncha”

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-2

 Using Your Voice as a
Communication Tool
• Work on the quality of your voice.
• Do you sound friendly, alert, or positive?
• Do you sound angry, slow-witted, or
negative?

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-3

 Using Your Voice as a
Communication Tool
• Adjust the volume of your voice and your
rate of speech.
• Speak as loudly or softly as the occasion
demands.
• Don’t make your listeners strain to hear you.
• Don’t speak too rapidly.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-4

 Using Your Voice as a
Communication Tool
• Use emphasis to express meaning.
• Stress the words that require emphasis.
• Use of a lower pitch and volume can make
you sound professional or reasonable.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-5

 Promoting Positive Workplace
Relations
• Use correct names and titles.
• Choose appropriate workplace topics.
• Avoid negative remarks.
• Listen and learn.
• Give sincere and specific praise.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-6

Offering Constructive Criticism on
the Job
• Mentally outline your conversation.
• Use face-to-face communication.
• Focus on improvement (offer to help).
• Be specific; avoid broad generalizations.
• Focus on the behavior, not the person.
• Use “we” rather than “you.”

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-7

Offering Constructive Criticism on
the Job
• Encourage two-way communication.
• Avoid anger, sarcasm, and a raised voice.
• Keep it private.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-8

 Responding Professionally to
Workplace Criticism
• Listen without interrupting.
• Determine the speaker’s intent.
• Acknowledge what you are hearing.
• Paraphrase what was said.
• If necessary, ask for more information.
• Agree—if the comments made are fair.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-9

 Responding Professionally to
Workplace Criticism
• Disagree respectfully and constructively
—if you feel the comments made are
unfair.
• Look for a middle position.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-10

 Common Conflict Response
Patterns
• Avoidance/withdrawal
• Accommodation/smoothing
• Compromise
• Competition/forcing
• Collaboration/problem solving

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-11

 Six-Step Procedure for Dealing
With Conflict

1. Listen carefully. Understand the problem.

2. Understand the other point of view.
3. Show a concern for the relationship.
4. Look for common ground.
5. Invent new problem-solving options.
6. Reach an agreement based on what’s fair.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-12

 Making Effective Telephone Calls

• Placing Calls
• Plan a mini agenda.
• Use a three-point introduction:
1. State your name.
2. State your affiliation.
3. Give a brief explanation of why you are calling.
• Be cheerful and accurate.
• Bring it to a close.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-13

Making Effective Telephone Calls

• Avoid telephone tag.

• Leave complete voice-mail messages.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-14

Making Effective Telephone Calls

• Receiving Calls
• Identify yourself immediately.
• Be responsive and helpful.
• Be cautious when answering calls
intended for others.
• Take messages carefully.
• Explain when transferring calls.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-15

 Practicing Courteous and
Responsible Cell Phone Use
• Be courteous to those around you.
• Observe the rules for wireless-free areas.
• Speak in low, conversational tones.
• Take only urgent calls.
• Drive now, talk later.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-16

 Meetings

• Planning a Meeting
• Ask yourself whether a meeting is really
necessary.
• Invite only key individuals.
• Prepare an agenda (include topics, times,
and names).

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-17

 Meetings

• Conducting a Meeting
• Start the meeting on time.
• Begin with an introduction that establishes
the goal and length of the meeting.
• Provide the background of the problem(s),
suggest possible solutions.
• Present a tentative agenda.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-18

 Meetings

• Establish ground rules.

• Appoint a secretary, who will take minutes,
and a recorder, who will track ideas on a
flipchart.
• Encourage participation by all, but avoid
digressions.
• When the group reaches consensus,
summarize and ask for confirmation.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-19

 Meetings

• Concluding a Meeting and Following Up

• End the meeting on time.
• Summarize the results achieved.
• Distribute minutes of the meeting a few
days later.
• Remind group members of their follow-up
assignments.

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-20

 End

Mary Ellen Guffey, Essentials of Business Communication, 6e Ch. 11-21