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Chapter 09
1.
CHAPTER
9 SLIDE 1 CHAPTER Verbal 9 Communication and Presentations 1 Verbal Communication 2 Nonverbal Communication 3 Telephone Communication 4 Business Presentations © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
2.
CHAPTER
9 SLIDE 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
3.
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9 SLIDE 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
4.
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9 SLIDE 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
5.
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9 SLIDE 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
6.
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9 SLIDE 6 Speak to Be Understood Think before you speak. Use language appropriately. Examine your language patterns. Blend Images/Shutterstock.com © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
7.
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9 SLIDE 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
8.
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9 Understand Factors That SLIDE 8 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
9.
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9 SLIDE 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
10.
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9 SLIDE 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
11.
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9 SLIDE 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
12.
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9 SLIDE 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
13.
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9 SLIDE 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
14.
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9 SLIDE 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
15.
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9 SLIDE 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 use These are all opportunities for administrative professionals. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
16.
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9 SLIDE 16 Plan the Presentation Determine the purpose. Know your audience. ● Interests and needs ● Demographics ● Knowledge of the topic Consider the time and setting. Digital Vision/Getty Images ● Time allotted for the presentation ● Time of day © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
17.
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9 SLIDE 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
18.
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9 SLIDE 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
19.
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9 SLIDE 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
20.
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9 SLIDE 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
21.
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9 SLIDE 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
22.
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9 SLIDE 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
23.
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9 SLIDE 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
24.
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9 SLIDE 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
25.
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9 SLIDE 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
26.
CHAPTER
9 SLIDE 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
27.
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9 SLIDE 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. © 2013 Cengage Learning. All Rights Reserved. Procedures & Theory for Administrative Professionals, 7e
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