Chapter 09

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

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.


CHAPTER 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


CHAPTER 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.


CHAPTER 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?


CHAPTER 9
SLIDE 6

Speak to Be Understood

 Think before you
speak.
 Use language
appropriately.
 Examine your
language patterns.
Blend Images/Shutterstock.com


CHAPTER 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.


CHAPTER 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.


CHAPTER 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.


CHAPTER 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


CHAPTER 9
SLIDE 11

Managing Incoming Calls
 Screen calls as
instructed.
 Manage holds efficiently.
 Transfer calls properly.
 Record messages
carefully.
 Terminate calls
courteously.


CHAPTER 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.


CHAPTER 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.


CHAPTER 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.


CHAPTER 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.


CHAPTER 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


CHAPTER 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.


CHAPTER 9
SLIDE 18

Develop an Opening

 Tell a story.
 Use a quotation.
 Ask a question.
 Refer to a current event.


CHAPTER 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


CHAPTER 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.


CHAPTER 9
SLIDE 21

Prepare Visuals
 Select visuals that will help your audience
understand your message.
 Common types:
● Electronic slides
● Flip charts
● Whiteboards


CHAPTER 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


CHAPTER 9
SLIDE 23

Effective Visual Aids
 Clear and large enough to read easily
 Related to the presentation
 Error-free


CHAPTER 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.


CHAPTER 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.


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


CHAPTER 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.


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