LETS TALK BUSINESS Brian Delegan, Morningstar, Inc.

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LETS TALK BUSINESSBrian Delegan, Morningstar,
Inc.

• In the business world, dynamic environments
  create unique challenges requiring unique
  solutions. Alongside change resides confusion.
• As catalysts for change, leaders need to
  communicate the information clearly, completely,
  and in a timely manner. They need to convey the
  strategy so subordinates can share and feel
  ownership in the vision. Holding back information
  leads to speculation within the workforce.
  Speculation that is built on incomplete or
  inaccurate information leads to disruption and
  inefficient operations.
• Leaders arent the only ones who must
  communicate during times of change. Colleagues
  must also communicate with and support each
  other. Suppressed information or feelings
  inevitably trigger greater confusion, which leads
  to discontent.
• Tight-knit teams are always important, but
  during periods of change, they are vital.

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The Conversation Process

• Greeting
• Introduction
• Exchange
• Summary
• Closing

Slide 9-1
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Keys for Effective Face-to-Face Conversations

• Choose the Location
• Observe Nonverbal Behavior
• Use Appropriate Nonverbal Cues
• Maintain Appropriate Eye Contact
• Smile Appropriately
• Minimize Interruptions
• Accommodate Diversity

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Keys for Effective Telephone Conversation

• Use the Telephone Equipment and System Properly
• Be Considerate of Your Caller
• Transfer Calls Efficiently
• Place Your Own Calls
• Use Courteous Words
• Be Businesslike
• Visualize Your Receiver
• Let the Caller Hang Up First
• Avoid Telephone Tag
• Use Voice Mail Effectively

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Making Productive Telephone Calls

• Plan a mini-agenda
• Use a three-point introduction
• Name the person you are calling
• Identify yourself and your affiliation
• Give a brief explanation of your reason for
  calling
• Be cheerful and accurate
• Bring it to a close
• Avoid telephone tag
• Leave complete voice mail messages

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Receiving Productive Telephone Calls

• Identify yourself immediately
• Be responsive and helpful
• Be cautious when answering calls for others
• Take messages carefully
• Explain what youre doing when transferring calls

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Making the Best Use of Voice Mail

• Announce your voice mail
• Prepare a warm and informative greeting
• Test your message

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Communication Note 1Foreign Accents

• Do not pretend to understand
• Do not rush
• Do not shout
• Do not repeat unnecessarily
• Do not be rude
• Do keep a job aid or dictionary available

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Keys for Successful Meeting Leadership

• Determine purpose of the group.
• Determine the purpose of each meeting.
• Plan the meeting agenda.
• Prepare the meeting facility.
• Lead the group discussion.
• Encourage appropriate participation.
• Be time conscious.
• Resolve group conflicts.
• Maintain appropriate records.

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Keys for Successful Meeting Participation

• Prepare to participate.
• Participate appropriately.
• Listen effectively.
• Be courteous.