1 Verbal Communication 2 Nonverbal Communication 3 Telephone Communication

1. C H A P T E R 9 Verbal Communication and Presentations 1 Verbal Communication 2 Nonverbal Communication 3 Telephone Communication 4Business Presentations

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.

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

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.

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?

6. Speak to Be Understood • Think before you speak. • Use language appropriately. • Examine your language patterns. Blend Images/Shutterstock.com

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.

8. Understand 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.

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.

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

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

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.

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.

14. Develop Your Telephone Personality • Use a pleasant voice. • Use the caller’s name. • Use language effectively. • Be helpful, yet discreet. • Be attentive.

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.

16. 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 Digital Vision/Getty Images

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.

18. Develop an Opening • Tell a story. • Use a quotation. • Ask a question. • Refer to a current event.

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

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.

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

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

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

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.

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.

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

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.