11 speaking informally “speech is power: speech is to persuade, to convert, to compel.” ―...

11

Speaking Informally

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

century American poet

Permission granted to reproduce for educational use only.

© Goodheart-Willcox Co., Inc.

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.



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



Handling Telephone Calls

• Answering the phone– etiquette is the art of using good manners in

any situation. – using good telephone manners is telephone

etiquette– be aware of company guidelines for answering

and making telephone calls

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• 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?




• 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.




• 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).

Leaving Voicemail Messages



• 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




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



• When making requests, be prepared to give specific directions to the listener.– be polite– be direct– be specific– be informative– be reasonable– be grateful

Receiving and Making Requests

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Receiving and Making Requests1.Why should you take notes when

receiving a request?

2.What are the six rules for making requests?



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



Giving Directions1.What does it mean to direct others?

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



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.



• Guidelines for persuasive talk.

Persuading Others



Persuading Others1.What does it mean to persuade someone?

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



• 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.



• 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.

11 speaking informally “speech is power: speech is to persuade, to convert, to compel.” ―...

Documents

handling telephone calls

educational use

telephone etiquette

telephone number

telephone callsplan

prepared slide

good telephone manners

voicemail messages