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“Speech is power: speech is to persuade, to convert, to compel.” ― Ralph Waldo Emerson, 19th century American poet

Speaking Informally

• • •

After completing the chapter, you will be able to:

•

Prepare

for informal speaking situations.

•

Describe

appropriate etiquette for answering telephone calls and leaving voicemail messages.

Respond

to questions and make requests.

Provide

direction to others.

Persuade

others to action.

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Be Prepared

•

Impromptu speaking

– speaking when you do not have notice • leaving voicemail messages • participating in team meetings • providing information to a customer on the telephone – anticipate these situations so that you can be prepared © Goodheart-Willcox Co., Inc.

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Handling Telephone Calls

• Answering the phone –

etiquette

situation. is the art of using good manners in any – using good telephone manners is

telephone etiquette

– be aware of company guidelines for answering and making telephone calls © Goodheart-Willcox Co., Inc.

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Handling Telephone Calls

• Making telephone calls—plan the call – What is the purpose of the message?

– Who is the audience?

– What do I want to communicate?

– What information do I need?

– Has there been any misunderstanding that I need to clear up?

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Permission granted to reproduce for educational use only.

Handling Telephone Calls

• Leaving voicemail messages – Leave a clear message.

– Think about what you will say.

– Determine how much is necessary to say.

– Tell the recipient what you need.

– Tell the recipient when you are available.

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Permission granted to reproduce for educational use only.

Leaving Voicemail Messages

• Speak clearly and at a pace that is easy to understand.

• Leave enough information for a response, such as: – your name, company, and your position or department; – your telephone number, including the area code; – a brief message stating the purpose of the call; and – when you will be available to receive the return call.

• If your call is urgent, say when you need a response.

• If your name is unfamiliar or difficult to understand, clearly spell your name.

• When you spell information, clarify letters that sound alike (t as in Tom).

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Permission granted to reproduce for educational use only.

Handling Telephone Calls

• Receiving telephone calls – When you answer the phone: • be courteous • identify yourself according to company practice • if you are talking to a customer, have script – Record a voice mail for those calls you cannot take.

• state your company name, your name, and a specific message that lets the caller know when he or she can expect a return call © Goodheart-Willcox Co., Inc.

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Receiving and Making Requests

• When receiving a request – take notes so you get the facts straight; do not rely on your memory – if you must refuse a request, be professional and use the indirect approach to gracefully say no © Goodheart-Willcox Co., Inc.

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Receiving and Making Requests

• When making requests, be prepared to give specific directions to the listener.

– be polite – be direct – be specific – be informative – be reasonable – be grateful © Goodheart-Willcox Co., Inc.

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Receiving and Making Requests

1. Why should you take notes when receiving a request?

2. What are the six rules for making requests?

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Permission granted to reproduce for educational use only.

Giving Directions

• To

direct

others is to give instruction or guidance.

– be sure they understand exactly what you want them to do – be clear when the task needs to be done – give a reason why the task is necessary – ask for feedback; your audience will appreciate that you are an active listener © Goodheart-Willcox Co., Inc.

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Giving Directions

1. What does it mean to direct others?

2. Why should you listen to those you are directing?

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Permission granted to reproduce for educational use only.

Persuading Others

•

Persuading

is convincing a person to take a course of action you propose.

• Before you begin: – Understand your goals.

– Understand your listener’s needs and goals.

– Focus on your listener’s counterarguments.

– Be prepared.

• Good interpersonal skills are important. If a person likes you, it is much easier to be persuasive.

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Persuading Others

• Guidelines for persuasive talk.

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Persuading Others

1. What does it mean to persuade someone?

2. Why are good interpersonal skills required for persuasive speaking?

© Goodheart-Willcox Co., Inc.

Permission granted to reproduce for educational use only.

• • • Efficiency is the primary benefit of having a plan for informal speaking.

Preparing for telephone calls will ensure you accomplish your goals and be efficient with your time as well as the receiver’s time.

If someone makes a request of you, be certain to take notes.

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Permission granted to reproduce for educational use only.

• • When giving instruction or guidance to others, give specific details so that the listener understands what is expected of him or her.

You can persuade a listener by considering all of the information and points that might persuade the listener.

© Goodheart-Willcox Co., Inc.

Permission granted to reproduce for educational use only.