Chapter 15

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,
© 2014 by McGraw-Hill Education. This is proprietary material solely for authorized instructor use. Not authorized for sale or distribution in any manner. This
scanned, duplicated, forwarded, distributed, or posted on a
document may not be copied, scanned, duplicated, forwarded, distributed, or posted on a website, in whole or part.
website, in whole or part. 11-1
Chapter Overview
• Informal talking
• Conducting and participating in meetings
• Telephone and voice mail techniques
• Listening
• Nonverbal communication
© 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.
15-2
Elements of Good Talking
• Voice quality
• Talking style
• Word choice and vocabulary
• Central role of adaptation
15-3
Voice Quality
• 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.
15-4
Talking Style
• 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.
15-5
Word Choice
• Analyze the audience.

• Adopt a courteous and respectful tone.
• Adapt your word choice to meet the
audience’s expectations.
15-6
Adaptation
• Fit the message to the audience’s level and

context.
• Be aware of how tone, style, and word choice
can help adapt messages.
15-7
Courtesy in Talking
• Don’t dominate the
communication setting.
• Apply the Golden Rule:
Accord others the
courtesy you expect
from them.
15-8
How to Conduct a Meeting
• 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.
15-9
How to Participate in Meetings
• Follow the agenda.

• Participate.
• Do not talk too much.
• Cooperate.
• Be courteous.
15-10
Using the Phone
• Voice quality
• Courtesy
15-11
Telephone Courtesy Techniques
• 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.
15-12
Effective Voice Mail Techniques
• 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.
15-13
Cell Phones
• 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.
15-14
Listening
• 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
15-15
Improving Listening Skills
• Be willing to work on
listening skills.
• Be attentive.
• Think from the
speaker’s viewpoint.
• Make a conscious
effort to remember.
15-16
The Ten Commandments of Listening
• 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,
15-17
Nonverbal Communication
Consider the following scenarios:
• What does it mean when someone is frowning?
• What does it mean when people use technology
during meetings?
• What does it mean when an employee doesn’t
smile or laugh as her supervisor tells a joke?
• What does it mean when your supervisor furrows
her brow as you share your idea?
15-18
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.
• It also communicates by itself.
15-19
Are Younger People More Deceived?
Research indicates that younger generations are

more likely to misinterpret nonverbal cues.
•Digital natives—Gen X and Gen Y are over-
reliant on computer-mediated communication.
•They’re more likely to miss important
nonverbal cues indicating deception or
insincerity.
15-20
Are These Signs of Deception?
• Eye contact
• Posture
• Fidgeting
• Facial expressions (frowning, fear,
nervousness, etc.)
15-21
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.
15-22
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.
15-23
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.
15-24
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.
15-25
Paralanguage
Example:
• I am a good communicator.
15-26
Courage
“Courage is what it takes to stand up and

speak; courage is also what it takes to
sit down and listen.”
—Winston Churchill
15-27
Discussion
The people attending a meeting—not the

leader—should determine the agenda. Discuss.
15-28
Discussion
As meetings should be democratic, everyone

present should be permitted to talk as much as
he or she wants without interference from the
leader. Discuss.
15-29
Discussion
Being able to start a conversation is especially

important when meeting clients in social
settings. Discuss the types of topics that would
and would not be appropriate.
15-30

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© 2014 by McGraw-Hill Education. This is proprietary material

• Definition: Pitch and resonance of vocal

• Definition: The blending of pitch, speed, and

• Analyze the audience.

• Fit the message to the audience’s level and

• Follow the agenda.

Research indicates that younger generations are

• Intimate (contact to 18 inches)

“Courage is what it takes to stand up and

The people attending a meeting—not the

As meetings should be democratic, everyone

Being able to start a conversation is especially

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