CHAPTER 5 - ADMINISTRATION

Verbal Communication:Professional Communication Applications

OVERVIEWManagers tend to spend more than one-third

of their time in meetings each weekAs much as 15 percent of human resource

budgets is spent directly on meetingsFACE-TO-FACE meetings are still seen as the

primary form of communication within the office

Professional communication is also affected by the diversity of today’s workforce – international nature of business affects the language and cultural needs of organizations

A. Conferences and ConventionsCONFERENCE = formal meeting of a group of

people with a common purposeTypes: Company-sponsored &

association - sponsored

CONFERENCE = CONVENTION (SYNONYMOUS TERMS!)

A. Conferences and Conventions (cont’d)

1. Types of Conferences a. Company-sponsored conferences

Purpose of discussing timely topics or training Might be sponsored only for company personnel

(new product development, etc.) Might be sponsored for customers, stockholders,

suppliers, or the community b. Association-sponsored conventions

Professional business associations sponsor annual conventions for primarily members

A. Conferences and Conventions (cont’d)

2. Planning a Convention: Prior to the convention

Coordinate plans with hotel/convention center (audio/visual equipment; meeting rooms, exhibit space)

Food Service arrangements Reserving block of hotel rooms Convention Sponsor Planning the convention program

During the Convention Participant registration Speakers and exhibitors

A. Conferences and Conventions (cont’d)

After the Convention: Financial reporting for the convention Follow-up correspondence Follow-up publications

B. Meetings1. Planning and Organizing Meetings

a. Informal – informal discussion by a small number of people (2 – 5) Committee meeting

Standing committee – appointed for a term Ad hoc committee – formed to investigate a particular

event or problem (temporary appointment) Office meeting

b. Formal – planned in advance with an agenda In house Out of town Conferencing (teleconference, videoconference, data

conference)

B. Meetings (cont’d)2. Arranging Meetings (always ahead of

time) Selecting date/time via electronic calendars

(GroupWise, Outlook) Notifying participants

Via telephone Electronic mail Follow up letter or memo Telephone follow up

Attendees Meeting materials Agenda – list of items of business to be covered

during the meeting

B. Meetings (cont’d)3. Conducting Meetings

Expeditiously Use of Parliamentary Procedures establishes a

routine for conducting the meeting in an efficient, orderly manner

Distribution of agenda and handout materials (1 or 2 days prior to the meeting!)

START ON TIME! Items NOT on the Agenda should NOT be discussed! Chairperson acts as facilitator

B. Meetings (cont’d)Parliamentary Procedures

Often defined as “common sense used in a gracious manner”

Robert’s Rules of Order – serves as the basis for acceptable parliamentary procedures followed in formal meetings Business presented during the meeting for action

must be introduced in form of MOTION and seconded

FIVE TYPES OF MOTIONS: (1) main motion, (2) subsidiary motion, (3) incidental motion, (4) privileged motion and (5) unclassified motion

B. Meetings (cont’d) Main Motion – lowest precedence in rank; requires

majority vote to pass Subsidiary Motion – assists, modifies or disposes of

the “main” motion; supercedes the main motion and must be acted upon before group returns to main motion

Incidental Motion – motions that arise from pending questions; introduced at any time

Privileged Motion – called “convenience” motions as they affect the comfort of the members of the group (recess; adjourn; set next meeting time, etc.)

Unclassified Motion – appropriate but cannot be classified into the other categories (take a motion from the table; reconsider a motion; rescind decision on motion)

B. Meetings (cont’d) Quorum – required number of voting members who

must be present to transact business (stated in bylaws of the organization)

Preparing Minutes Official report of the meeting which summarize the

business transacted at the meeting Must be accurately reported by the secretary,

approved by the presiding officer before they are finalized, printed and distributed

Preparing Resolutions and Petitions Resolution = formal expression of appreciation,

congratulations, or sympathy

B. Meetings (cont’d) Petition & Resolution

Petition = formal statement of reasons for introducing and asking for a specific action to be taken

Requires advance preparation May be presented orally or in writing (more

effective in writing) Language is more formal in Resolution than

Petition – WHEREAS; RESOLVED

C. Professional Presentations1. Preliminary Planning – ask questions!

Who is audience? What is topic? What topic is appropriate for group? How long should it be? What technology will be available? Research on topic may begin after questions are

answered2. Preparing the Presentation

Background research completed, then writing begins

Presentation outline – topical, phrase or sentence outline

Content of the presentation – THREE STEP PROCESS!

C. Professional Presentations (cont’d) Three-Step Process:

First, tell listeners what you are going to say (introduction)

Next, tell the listeners what you are talking about (body of presentation)

Lastly, tell them what you have just said (conclusion and closing)

INTRODUCTION = sets the stage for what follows! Should be short and to the point but important in attention getting! Capture the listeners’ attention Get the listeners involved in the topic Establish your credibility as a speaker for this topic Preview the main points to be presented

C. Professional Presentations (cont’d) Body of Presentation – focus on only a FEW main

points (two – four) Main ideas can be structured according to these

elements:TimeComponents Importance (most to least)Criteria (comparisons and contrast)Problems and solutionsPros and cons

Closing Remarks – will be remembered more than some of the content of the presentation; summarize the main points of the presentation! DON’T SAY “WELL, THAT’S IT!”

C. Professional Presentations (cont’d) Format for the Presentation

Spacing – usually double spaced; triple space between paragraphs

Font – 12 to 14-point; easier to read Accuracy of text – proofread!!!!! Copies of presentation should be available in

quantity for audience Visual aids – Power Point (presentation software

program) Templates Slide layout Multimedia effects (sound, short clips, graphics)

C. Professional Presentations (cont’d) Handouts with notes – great for conference

participants to follow along and take home afterwards

Speaker’s Notes – meant only for Speaker’s use; slides on paper with notes below

Do’s and don’ts to keep in mind Don’t put too many words on a slideDon’t use dark colors that make it difficult to readDO PROOFREAD!

Electronic Blackboards – device used with teleconferences to transmit visuals to other locations

Consists of pressure-sensitive blackboard, microphone and speaker

C. Professional Presentations (cont’d) Delivery and Follow Up

Memorize key points! Thorough knowledge of topic Practice makes Perfect! Speak at a normal rate Focus on visuals – try not to read the visuals to the

audience! ENCOURAGE QUESTIONS FROM AUDIENCE!

Repeat the question for everyone Follow with your best response – NOT “Yes,

but . . .” CLOSE YOUR PRESENTATION WITH

SUMMARIZING MAIN POINTS AND LEAVE AUDIENCE WITH A COURTEOUS CLOSING THOUGHT!

D. Communicating in the Diverse Workplace1. Cultural Differences – strategies oriented

toward addressing cultural differences provide a broader basis for improved business communication

Awareness Sensitivity Openness Respect Collaboration

D. Communicating in the Diverse Workplace (cont’d) AWARENESS

Attempt to understand the backgrounds of people as you work and communicate with them

Using the “you” attitude in communications demonstrates awareness of the importance of the other person

SENSITIVITYListen empathetically and use feedback to reinforce

accurate understandingBe sensitive to other people – who they are and

where they are coming from OPENNESS

Be open to innovative ideas which bring new opportunities and knowledge to the communication process

D. Communicating in the Diverse Workplace (cont’d)2. Adapting Communication to

Intercultural AudiencesNonverbal communication – nonverbal

behavior (body language, eye contact, facial expression, posture, gestures)

Nonverbal messages convey meaning to the receiver People interpret physical gestures differently in

different cultures Use specific and concrete words to provide feedback Be nonjudgmental Be supportive – nod of the head, facial expressions,

eye contact

D. Communicating in the Diverse Workplace (cont’d) Using “please”, “thank you”, “yes” and “no” – more

helpful than physical gestures in establishing rapport

Oral messages Use short sentences to express ideas Avoid puns, slang and jargon (defined as

technical language pertinent to a specific profession or group)

Observe nonverbal cues Smiling as you speak – perhaps the most useful

form of communication Pause frequently to check for feedback and

comprehension In some cultures, the oral agreement is

considered stronger than the written one!

D. Communicating in the Diverse Workplace (cont’d) Intercultural Ethics

Business ethics not always the same with other cultures

Refuse to enter into business transactions that constitute a breach of your own ethics

Customs – what is considered moral and practical Public service benefits vs. monetary contributions Conduct business as openly as possible Legal, ethical and sound business practices –

choose these strategies!!!!

D. Communicating in the Diverse Workplace (cont’d)3. Diversity in the Domestic Workplace

Diverse in terms of personal characteristics, physical abilities and employment opportunities Personal characteristics – age, race, religion,

national origin, ethnicity – cannot be legally used in making employment decisions

Physical ability – protected under ADA; businesses must revamp physical facilities

D. Communicating in the Diverse Workplace (cont’d) Employment opportunities

glass ceiling (invisible barrier to advancement to higher-level positions)Women, minorities, older employees

Training and other accommodations needed to be sure that effective communication will assist a diverse workforce