McGraw-Hill/Irwin Copyright © 2011 by The McGraw-Hill Companies, Inc. All rights reserved.

Informal Oral Communication Overview
• Discuss talking & its key elements
• Explain the techniques for conducting and participating in meetings
• Describe good phone and voice mail techniques
• Describe the techniques of good voice input
• Explain the listening problem and how to solve it
• Describe the nature and types of nonverbal communication
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• Voice quality
• Talking style
• Word choice and vocabulary
• Central role of adaptation
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• Definition: 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.
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• Definition: The blending of pitch, speed, and volume.
• To improve
– Analyze your style. Listen to yourself.
– Then do what you can to make yours better.
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• Analyze the audience.
• Adopt a courteous and respectful tone.
• Adapt your word choice to meet the audience’s expectations.
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• Fit the message to the audience’s level and context.
• Be aware of how tone, style, and word choice can help adapt messages.
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• Don’t dominate the communication setting.
• Apply the Golden Rule :
Accord others the courtesy you expect from them.
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• 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.
• Take minutes.
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• Follow the agenda.
• Participate.
• Do not talk too much.
• Cooperate.
• Be courteous.
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• Voice quality
• Courtesy
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• When calling
– Introduce yourself and ask for person you want.
– Explain purpose of call if unsure of person to contact.
• When answering
– Identify your company/office and offer to help.
– Make sure your tone is polite and conversational.
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• Speak 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.
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• Turn 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.
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• Sensing
– Sensing sound
– Attending to sound
• Filtering
– Attaching meaning to what is sensed
– Applying one’s own biases, beliefs, etc. to what is sensed
• Remembering
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Dictating Procedures for Effective
Voice Recognition
• 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.
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• Be willing to work on listening skills.
• Be attentive.
• Think from the speaker’s viewpoint.
• Make a conscious effort to remember.
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• Stop 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,
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• 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.
• It also communicates by itself.
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Types of Nonverbal Communication:
(1) Body Language
• Physical movements of our bodies (arms, fingers, face, posture) communicate.
• Face and eyes are the most important conveyors of meaning.
• Gestures send messages.
• Physical appearance determines how body language is perceived.
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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.
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Types of Nonverbal Communication:
(3) Time
• Concepts of time also vary by culture.
– Monochronic (view time as linear)
– Polychronic (view time indefinitely)
• Punctuality and orderly activities vary in importance by culture.
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Types of Nonverbal Communication:
(4) Paralanguage
• Paralanguage 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.
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Courage is what it takes to stand up and speak; courage is also what it takes to sit down and listen.
—Winston Churchill
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