CHAPTER 4

CONVERSATION, INTRODUCTION, TELEPHONE ETIQUETTE and INTERVIEWS

CONVERSATION and INTRODUCTION

Skill in conversation is an asset in interpersonal relationships. FIVE techniques for effective conversation :

1. Listen with interest

2. 3. 4. 5.
Use tact Find common ground Give and take Avoid arguments

Introduction are usually done by third

person. And, smooth introductions are effective avenues to pleasant conversations. In making introductions, acknowledge first the person who is entitled to greater respect by virtue of age and sex.

Telephone etiquette refers to a set of rules

TELEPHONE ETIQUETTE

that apply when people make calls to others or when they are receiving a phone call.

Telephone Manners
phone is not answered after 2 to 3 minutes. 2. Answer promptly 3. Avoid calling wrong numbers 4. Apologize when a mistake is made

1. The caller should not hang up if the

5. The person answering the phone

identifies himself and his department or company 6. The caller does not have to identify himself 7. If the person sought is busy or cannot accept any call at the moment, the response is: 8. If the person sought is busy or cannot accept any call at the moment, the answer may be:

9. If the caller must wait for some

information, he is asked: 10. When caller is asked to wait, the receiver must be covered as much as possible. 11. When transferring a call, wait for the operator to reply before hanging up the phone 12. If a call is placed by someone else, the receiver of the call identifies the source of the call 13. End a telephone conversation on a friendly note

INTERVIEWS
Interview is something more than
conversation. It maybe experienced when needs information for report or when one seeks employment. Correct speech techniques are needed in the interview because the interview is more than conversation.

STEPS in Interviewing
1. The interviewer introduces himself to the interviewee if nobody has introduce him. 2. If the purpose of the interview has not been stated . When the appointment was made the interviewer must make it clear right after the interviewee cue. 3. Before coming to an interview, prepare carefully for the purpose. 4. End the interview as soon as the right amount of information is obtain.

CHAPTER 5
Effective speaking depends a great deal on what a speaker says and how he says it.

PRINCIPLES OF DELIVERY

1. Effective Delivery makes full use of what the

visible and audible codes. 2. Effective Delivery is adopted to the total speaking situation.

7 Basic Principles of Delivery

3. Effective Delivery is sincere. 4. Effective Delivery is modest and unassuming. 5. Effective Delivery is confident and assured. 6. Effective Delivery does not attract attention to itself. 7. Effective Delivery is enthusiastic and animated.

MODES of Expression
That which people hear ; and That which people see
Several ways :
1. Speaking from Memory 2. Speaking from Manuscript 3. Impromptu Speaking 4. Speaking Extemporaneously

2 Aspects of Delivery

VOICE
Is an instrument used to convey meaning.

4 Physical Properties of Voice

* * * * Pitch Rate Volume Quality