1. The Office Procedures and Technology
Chapter 5
Communicating Orally
Copyright 2003 by South-Western, a division of Thomson Learning

2. Effective Listening Important for communicating at work
Willingness to learn
Respect for others
Desire to move communications forward
Obstacles
Feeling insecure in the conversation
Assumption that the information is already known or of no value
To improve listening skills
Focus attention
Mentally summarize and review
Take notes and ask questions
Topic 5-1 Listening and Speaking Slide 2

3. Effective Speaking Express ideas clearly
Speak clearly in an appropriate tone
Use standard language
Avoid slang
Avoid colloquialisms
Enunciation: pronouncing words clearly
Key Term
Consider the audience
Be aware of nonverbal communication
Be interested in the listener’s response
Topic 5-1 Listening and Speaking Slide 3

4. Focus On … Body Language Nonverbal interpersonal communications
Facial expressions
Eye movement or contact
Posture and gestures
Nervous movements
Should reinforce the verbal message
Topic 5-1 Listening and Speaking Slide 4

5. Plan the Presentation Identify the purpose Profile the listeners
Motivate and influence
Inform or educate
A storyboard worksheet is helpful in planning a presentation
Profile the listeners
Listeners’ needs, likes, and dislikes
Expertise of listeners
Responsibilities of listeners
Develop the message
Organize your ideas
Include supporting details
Consider listener advantages and objections
Topic 5-2 Planning and Preparing a Presentation Slide 5

6. Visuals and Audio Use audio to enhance the message
The same visual takes on different looks with different design templates
Use audio to enhance the message
Introduce a topic
Build excitement
Create a special effect
Do not allow audio to overpower the speaker
Choose the media
Flip charts or posters
Overhead transparencies
Slides
Electronic multimedia shows
Create visual elements
Visual elements should reinforce the message
Simple graphics can be effective
Use design strategies
Text
Color
Motion
Bullets: small graphics, such as circles or diamonds, used to draw attention to text
Key Term
Click the icon to hear a sound clip
Topic 5-2 Planning and Preparing a Presentation Slide 6

7. Handouts and Posters Handouts Posters
Guide listeners during the presentation
Provide space for notes
Summarize main points
Provide supporting details
Posters
Restate key points
Introduce a topic
Present or review visual elements
Topic 5-2 Planning and Preparing a Presentation Slide 7

8. Team Presentations Determine the roles of individuals Work as a team
Select a leader
Assign duties to each member
Work as a team
Agree on the purpose of the presentation
Make the tone and visuals consistent
Use compatible media
Determine the content each person will present
Practice as a team before presenting to the audience
Topic 5-2 Planning and Preparing a Presentation Slide 8

9. Practice and Prepare Prepare notes Videotape the presentation
Prepare the meeting room
Seating arrangement
Temperature and lighting
Equipment
Consider your appearance
Topic 5-3 Delivering a Presentation Slide 9

10. Deliver the Presentation
Present opening remarks
Introduce yourself
Use remarks or humor appropriate for the occasion
Communicate with the audience
Maintain eye contact
Avoid non-words, such as “uhh” and “ah”
Show enthusiasm and speak convincingly
Control posture and gestures
Use good intonation
Use visuals effectively
Introduce the visual before displaying it
Look at the audience, not the visual
Stand to the left or right of the visual display
Intonation: the rise and fall in voice pitch
Key Term
Topic 5-3 Delivering a Presentation Slide 10

11. Answer Questions Anticipate listener questions Restate the question
List questions listeners may have
Prepare answers before the presentation
Restate the question
Allows the entire audience to hear the question
Confirms that you understood the question
Provides time to think about the answer
Respond to the question
Be courteous and sincere
Direct the answer to the entire group
Be honest if you do not know the answer
Topic 5-3 Delivering a Presentation Slide 11

12. Close and Evaluate Present closing remarks Evaluate the presentation
Presentation evaluation forms provide valuable feedback to the speaker
Close and Evaluate
Present closing remarks
Review the main points of the presentation
Thank the audience for listening
Evaluate the presentation
Evaluate yourself
Seek feedback from the audience
Topic 5-3 Delivering a Presentation Slide 12