chapter 09
DESCRIPTION
Verbal Communication OST 289TRANSCRIPT
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 1
1 Verbal Communication
2 Nonverbal Communication
3 Telephone Communication
4 Business Presentations
9C H A P T E R Verbal
Communication and Presentations
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 2
Verbal Communication
●Exchanging information through words
● Involves a● Sender● Receiver● Message
●Successful communication occurs when a listener (receiver) hears and understands the speaker’s (sender’s) message.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 3
Listen and Understand
●You may see a newspaper but not read it.
●You may hear someone talking but not be listening to that person.
Dennis Owusu-Ansah/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 4
Listen Actively
● If possible, maintain eye contact.
●Do not think about what you will or would say.
●Do not interrupt.
●Try to discover the main point(s).
●Be attentive to nonverbal communication.
●Minimize distractions.
●Take notes and ask for clarification.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 5
Ask the Right Questions
Specific question● Which HR form do we use for overtime?
Closed question● Is there an HR form we use for overtime?
Open-ended question● What happened after yesterday’s HR meeting?
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 6
Speak to Be Understood
Think before you speak.
Use language appropriately.
Examine your language patterns.
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 7
Resolve Conflict
Be willing to listen and talk with others. Analyze the situation. Try to determine the real cause. Focus on solving the problem. Identify and work from points of agreement. Be willing to compromise.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 8Understand Factors That
Affect Verbal Communication
Examples● Backgrounds and experiences● Assumptions● Self-esteem
The best way to contend with them is to develop a tenacity for understanding.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 9
Nonverbal Communication
●Sharing information through body language, gestures, voice quality, or proximity
●Can be interpreted differently based on background and culture
●Be aware of your own nonverbal communication and that of others.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 10
Answering the Telephone
●Answer promptly.
●Follow your company’s or supervisor’s procedures.
●Do not have gum or food in your mouth.
●Use a normal tone, pace, and volume.
Elena Elisseeva/Shutterstock.com
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 11
Managing Incoming Calls
Screen calls as instructed.
Manage holds efficiently. Transfer calls properly. Record messages
carefully. Terminate calls
courteously.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 12
Effective Voice Messages
Provide the needed information. Keep your message up-to-date. Give a contact name if appropriate. Be concise, pleasant, and professional.
Your message is very important, as it can create either a favorable or an unfavorable impression on the caller.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 13
Placing Calls
Know the purpose of your call. Plan what you intend to say. Identify yourself and your company as soon
as the call is answered. Ask if you are calling at a convenient time. Remember time zone differences.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 14
Develop Your Telephone Personality
Use a pleasant voice. Use the caller’s name. Use language
effectively. Be helpful, yet
discreet. Be attentive.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 15
Business Presentations
●Giving informal presentations to small groups
●Giving formal presentations to large groups
●Speaking at professional organization meetings
●Developing slides for someone else to useThese are all opportunities for administrative professionals.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 16
Plan the Presentation
●Determine the purpose.
●Know your audience.● Interests and needs● Demographics● Knowledge of the topic
●Consider the time and setting.● Time allotted for the presentation● Time of day
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© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 17
Research and Write the Presentation
●Research the topic, if necessary.
● Identify likely questions and prepare answers.
●Select the most relevant material.
●Organize the material.● Make an outline or numbered list of main
points.● Work on each item to develop it individually.● Do not attempt to cover too many points.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 18
Develop an Opening
●Tell a story.
●Use a quotation.
●Ask a question.
●Refer to a current event.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 19
Write the Body
●Look at the main points you identified.
●Expand on each point, including appropriate details.
●Use language creatively● To help keep listeners’ attention● To convey your points
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 20
Develop a Strong Closing
●Make the conclusion short.
●Get the audience’s attention.
●Link the opening and overall purpose.
●Convey what the audience should learn or do.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 21
Prepare Visuals
●Select visuals that will help your audience understand your message.
●Common types:● Electronic slides● Flip charts● Whiteboards
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 22
Guidelines for Slides
●Professional theme or color scheme appropriate to the topic
● Images, videos, and graphs
●Sound and transitions sparingly
●Short bullet points
●One or two fonts
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 23
Effective Visual Aids
●Clear and large enough to read easily
●Related to the presentation
●Error-free
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 24
Practice and Prepare to Present
●Rehearse exactly as you plan to deliver.
●Ask someone to listen and give you feedback.
●Manage fear and anxiety.
●Check the room and equipment.
●Consider your appearance.
●Write your introduction.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 25
Deliver the Presentation
●Arrive early; check the equipment and room.
●Pay attention to your body language.
●During the presentation● Maintain eye contact.● Watch for nonverbal feedback.● Use natural gestures and a normal tone and
pace.● Speak loudly enough so everyone can hear
you.
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 26
Evaluate Your Presentation
●Think objectively about your performance.● List what you did well.● Identify items to improve.
●Get feedback from others.● A respected colleague● The audience
© 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
C H A P T E R 9SLIDE 27
Team Presentations
●Discuss the goal or purpose.
●Decide who will deliver each part.
●Determine transitions between speakers.
●Practice as a group.
●Agree on appropriate dress and seating.