Chapter 09

© 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



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.



Listen and Understand

●You may see a newspaper but not read it.

●You may hear someone talking but not be listening to that person.

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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.



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?



Speak to Be Understood

Think before you speak.

Use language appropriately.

Examine your language patterns.

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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.


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.



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.



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.

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Managing Incoming Calls

Screen calls as instructed.

Manage holds efficiently. Transfer calls properly. Record messages

carefully. Terminate calls

courteously.



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.



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.



Develop Your Telephone Personality

Use a pleasant voice. Use the caller’s name. Use language

effectively. Be helpful, yet

discreet. Be attentive.



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.



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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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.



Develop an Opening

●Tell a story.

●Use a quotation.

●Ask a question.

●Refer to a current event.



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



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.



Prepare Visuals

●Select visuals that will help your audience understand your message.

●Common types:● Electronic slides● Flip charts● Whiteboards



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



Effective Visual Aids

●Clear and large enough to read easily

●Related to the presentation

●Error-free



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.



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.



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



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.

Chapter 09

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