CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Office Administration Chapter 5: Verbal Communication Professional Communication Applications

2 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Types of Conferences Company-sponsored conferences Discuss timely topics Training Advancements in the industry Association-sponsored conventions For the benefit of the members of the association

3 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Planning a Convention Before the convention Hotel or convention center Review sponsors plans Plan program Prepare packets of information During the convention Registration for participants Checking in speakers and exhibitors After the convention Financial reporting Follow-up correspondence Follow-up publications

4 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Planning and Organizing Meetings Informal Meetings 2–5 people Committee work Office meetings Formal Meetings Planned agenda In-house meetings Out of town meetings Conferencing

5 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Arranging Meetings Select date and time Notify participants Notify person presiding of attendees Prepare materials and agenda Take notes, pass along dates to executives Prepare room for next meeting Transcribe notes Send minutes or a meeting report

6 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Conducting Meetings Effective use of meeting time by sticking to time limits, starting on time, sticking to the agenda, close meeting promptly Parliamentary procedure is used to conduct the meeting efficiently and orderly; be sure everyone is aware of the procedure

7 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Preparing Follow-up Documents Minutes summarize the business conducted and reports presented at the meeting; official record should be filed Resolutions are used to communicate a formal expression of an entire groups appreciation, congratulations, or sympathy Petitions are used to cite reasons for introducing specific action to be taken

8 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Planning a Presentation Analyze the situation and decide how to proceed Who is the audience? What is the topic? How long should it be? Question and answer session? A/V and multimedia resources?

9 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Preparing a Presentation Develop the materials including an outline, the content, and the format Prepare handout materials to share with the audience Prepare visual aids to complement the presentation including computer visuals or slides, document camera, overhead transparencies, and/or an electronic blackboard

10 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Delivering a Presentation Memorize the key points Thorough knowledge of the topic Practice makes perfect Physical facilities for speaking (ahead of time) Speaking rate... speak at a moderate rate Focus on visuals, a pictures worth 1000 words Questions from the audience Summarize the key points

11 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Cultural Differences Awareness of cultural differences embedded in language Sensitivity, listen empathetically Openness to new ideas Respect those that are different, be courteous Collaboration in the work environment to make good decisions for all

12 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Adapting to Intercultural Audiences Nonverbal communication is interpreted differently in different cultures... Be descriptive with words, listen objectively, use nods or eye contact to show support Oral communication is key Prepare effective written communication Intercultural ethics should be examined

13 CPS ® and CAP ® Examination Review OFFICE ADMINISRATION, Fifth Edition By Schroeder and Graf ©2005 Pearson Education, Inc. Pearson Prentice Hall Upper Saddle River, NJ Diversity in the Domestic Workplace Diversity in personal characteristics and skills Cannot legally be used in making employment decisions Diversity in physical ability Protected in the U.S. under the ADA (1990s) Diversity in employment opportunities Women and minorities complain about a glass ceiling