1. WeekTwo: DevelopingSpeakingSkills
LearningObjectives:
 Discussimprovingface-to-faceworkplacecommunicationincludingusingyourvoiceasa
communicationtool.
 Specifyproceduresforpromotingpositiveworkplacerelationsthroughconversation.
 Identifywaystopolishyourprofessionaltelephoneskills,includingtraditionalphonesandcell
phones.
 Discussproceduresforplanningandparticipatinginproductivebusinessandprofessional
meetings.

2. IMPROVING FACE TO FACE
WORKPLACE COMMUNICATION
 It allows you to be :
 Persuasive
 Expressive
 In conflict resolution you can:
 reach solution more efficiently
 Cooperate to create greater levels of
mutual benefit

3.  One-dimensional
communication technologies
cannot replace the richness of
effectiveness of face-to-face
communication

4.  In order to improve face-to-face
workplace communication :
 Using your voice as communication
tool
 Promoting positive workplace
relations through conversation
 Offering constructive criticism on
the job
 Responding professionally to
workplace criticism
 Resolving workplace conflicts

5. USING YOUR VOICE AS COMMUNICATION
TOOL
 Like an actor you can change your
voice to make it a more powerful
communication tool.
 To use your voice as communication
tools:
 Pay attention to how you sound.

6.  Practice techniques that
improve :
 Pronunciation
 Voice quality
 Pitch
 Volume
 Rate
 emphasis

7. PROMOTING POSITIVE WORKPLACE
RELATIONS THROUGH
CONVERSATION
 Use correct names and title
 Choose appropriate topics
 Avoid negative remarks
 Listen to learn
 Give sincere and specific praise

8. POLISHING YOUR PROFESSIONAL
TELEPHONE AND VOICEMAIL SKILLS
1. Making productive telephone calls
 Plan a mini agenda
 Use a three-point introduction
 Be brisk if you are rushed
 Be cheerful and accurate
 Bring it to a close
 Avoid telephone tag
 Leave complete voicemail messages.

9. 2. Receiving productive telephone
calls:
 Identify yourself immediately
 Be responsive and helpful
 Be cautious when answering
calls for others
 Take message carefully
 Explain what you are doing
when transferring calls

10. 3. Using cellphones for business
 Location
- be courteous to those around you
- Observe wireless-free quiet areas.
- Speak in low, conversational tones
- Take only urgent calls
- Drive now, talk later
 Time
 volume

11. 4. Making the best use of voicemail
 Announce your voicemail
 Prepare a warm and informative
greeting
 Test your message.

12. PLANNING AND PARTICIPATING IN
PRODUCTIVE BUSINESS AND
PROFESSIONAL MEETINGS
1. Deciding whether a meeting is
necessary
2. Selecting participants
3. Distributing an agenda
4. Getting the meeting started
5. Moving the meeting along
6. Dealing with conflict
7. Handling dysfunctional group
members
8. Ending with a plan