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Chapter 09

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  • hi ms leslie can you upload the chapter 11 to 13.thanks in advance
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Chapter 09

  1. 1. CHAPTER 9 SLIDE 1CHAPTER 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. 2. CHAPTER 9 SLIDE 2Verbal 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. 3. CHAPTER 9 SLIDE 3Listen 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. 4. CHAPTER 9 SLIDE 4Listen 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. 5. CHAPTER 9 SLIDE 5Ask 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. 6. CHAPTER 9 SLIDE 6Speak 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. 7. CHAPTER 9 SLIDE 7Resolve 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. 8. CHAPTER 9Understand Factors That SLIDE 8Affect 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. 9. CHAPTER 9 SLIDE 9Nonverbal 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. 10. CHAPTER 9 SLIDE 10Answering 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. 11. CHAPTER 9 SLIDE 11Managing 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. 12. CHAPTER 9 SLIDE 12Effective 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. 13. CHAPTER 9 SLIDE 13Placing 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. 14. CHAPTER 9 SLIDE 14Develop Your TelephonePersonality 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. 15. CHAPTER 9 SLIDE 15Business 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. 16. CHAPTER 9 SLIDE 16Plan 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. 17. CHAPTER 9 SLIDE 17Research and Write thePresentation 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. 18. CHAPTER 9 SLIDE 18Develop 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. 19. CHAPTER 9 SLIDE 19Write 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. 20. CHAPTER 9 SLIDE 20Develop 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. 21. CHAPTER 9 SLIDE 21Prepare 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. 22. CHAPTER 9 SLIDE 22Guidelines 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. 23. CHAPTER 9 SLIDE 23Effective 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. 24. CHAPTER 9 SLIDE 24Practice and Prepare toPresent 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. 25. CHAPTER 9 SLIDE 25Deliver 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. 26. CHAPTER 9 SLIDE 26Evaluate 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. 27. CHAPTER 9 SLIDE 27Team 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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