CHAPTER 5 - ADMINISTRATION

1. CHAPTER 5 - ADMINISTRATION Verbal Communication: Professional Communication Applications

2. OVERVIEW • Managers tend to spend more than one-third of their time in meetings each week • As much as 15 percent of human resource budgets is spent directly on meetings • FACE-TO-FACE meetings are still seen as the primary form of communication within the office • Professional communication is also affected by the diversity of today’s workforce – international nature of business affects the language and cultural needs of organizations

3. A. Conferences and Conventions CONFERENCE = formal meeting of a group of people with a common purpose Types: Company-sponsored & association - sponsored CONFERENCE = CONVENTION (SYNONYMOUS TERMS!)

4. A. Conferences and Conventions (cont’d) • 1. Types of Conferences • a. Company-sponsored conferences • Purpose of discussing timely topics or training • Might be sponsored only for company personnel (new product development, etc.) • Might be sponsored for customers, stockholders, suppliers, or the community • b. Association-sponsored conventions • Professional business associations sponsor annual conventions for primarily members

5. A. Conferences and Conventions (cont’d) • 2. Planning a Convention: • Prior to the convention • Coordinate plans with hotel/convention center (audio/visual equipment; meeting rooms, exhibit space) • Food Service arrangements • Reserving block of hotel rooms • Convention Sponsor • Planning the convention program • During the Convention • Participant registration • Speakers and exhibitors

6. A. Conferences and Conventions (cont’d) • After the Convention: • Financial reporting for the convention • Follow-up correspondence • Follow-up publications

7. B. Meetings • 1. Planning and Organizing Meetings • a. Informal – informal discussion by a small number of people (2 – 5) • Committee meeting • Standing committee – appointed for a term • Ad hoc committee – formed to investigate a particular event or problem (temporary appointment) • Office meeting • b. Formal – planned in advance with an agenda • In house • Out of town • Conferencing (teleconference, videoconference, data conference)

8. B. Meetings (cont’d) • 2. Arranging Meetings (always ahead of time) • Selecting date/time via electronic calendars (GroupWise, Outlook) • Notifying participants • Via telephone • Electronic mail • Follow up letter or memo • Telephone follow up • Attendees • Meeting materials • Agenda – list of items of business to be covered during the meeting

9. B. Meetings (cont’d) • 3. Conducting Meetings • Expeditiously • Use of Parliamentary Procedures establishes a routine for conducting the meeting in an efficient, orderly manner • Distribution of agenda and handout materials (1 or 2 days prior to the meeting!) • START ON TIME! • Items NOT on the Agenda should NOT be discussed! • Chairperson acts as facilitator

10. B. Meetings (cont’d) • Parliamentary Procedures • Often defined as “common sense used in a gracious manner” • Robert’s Rules of Order – serves as the basis for acceptable parliamentary procedures followed in formal meetings • Business presented during the meeting for action must be introduced in form of MOTION and seconded • FIVE TYPES OF MOTIONS: (1) main motion, (2) subsidiary motion, (3) incidental motion, (4) privileged motion and (5) unclassified motion

11. B. Meetings (cont’d) • Main Motion – lowest precedence in rank; requires majority vote to pass • Subsidiary Motion – assists, modifies or disposes of the “main” motion; supercedes the main motion and must be acted upon before group returns to main motion • Incidental Motion – motions that arise from pending questions; introduced at any time • Privileged Motion – called “convenience” motions as they affect the comfort of the members of the group (recess; adjourn; set next meeting time, etc.) • Unclassified Motion – appropriate but cannot be classified into the other categories (take a motion from the table; reconsider a motion; rescind decision on motion)

12. B. Meetings (cont’d) • Quorum – required number of voting members who must be present to transact business (stated in bylaws of the organization) • Preparing Minutes • Official report of the meeting which summarize the business transacted at the meeting • Must be accurately reported by the secretary, approved by the presiding officer before they are finalized, printed and distributed • Preparing Resolutions and Petitions • Resolution = formal expression of appreciation, congratulations, or sympathy

13. B. Meetings (cont’d) • Petition & Resolution • Petition = formal statement of reasons for introducing and asking for a specific action to be taken • Requires advance preparation • May be presented orally or in writing (more effective in writing) • Language is more formal in Resolution than Petition – WHEREAS; RESOLVED

14. C. Professional Presentations • 1. Preliminary Planning – ask questions! • Who is audience? • What is topic? What topic is appropriate for group? • How long should it be? • What technology will be available? • Research on topic may begin after questions are answered • 2. Preparing the Presentation • Background research completed, then writing begins • Presentation outline – topical, phrase or sentence outline • Content of the presentation – THREE STEP PROCESS!

15. C. Professional Presentations (cont’d) • Three-Step Process: • First, tell listeners what you are going to say (introduction) • Next, tell the listeners what you are talking about (body of presentation) • Lastly, tell them what you have just said (conclusion and closing) • INTRODUCTION = sets the stage for what follows! Should be short and to the point but important in attention getting! • Capture the listeners’ attention • Get the listeners involved in the topic • Establish your credibility as a speaker for this topic • Preview the main points to be presented

16. C. Professional Presentations (cont’d) • Body of Presentation – focus on only a FEW main points (two – four) • Main ideas can be structured according to these elements: • Time • Components • Importance (most to least) • Criteria (comparisons and contrast) • Problems and solutions • Pros and cons • Closing Remarks – will be remembered more than some of the content of the presentation; summarize the main points of the presentation! DON’T SAY “WELL, THAT’S IT!”

17. C. Professional Presentations (cont’d) • Format for the Presentation • Spacing – usually double spaced; triple space between paragraphs • Font – 12 to 14-point; easier to read • Accuracy of text – proofread!!!!! • Copies of presentation should be available in quantity for audience • Visual aids – Power Point (presentation software program) • Templates • Slide layout • Multimedia effects (sound, short clips, graphics)

18. C. Professional Presentations (cont’d) • Handouts with notes – great for conference participants to follow along and take home afterwards • Speaker’s Notes – meant only for Speaker’s use; slides on paper with notes below • Do’s and don’ts to keep in mind • Don’t put too many words on a slide • Don’t use dark colors that make it difficult to read • DO PROOFREAD! • Electronic Blackboards – device used with teleconferences to transmit visuals to other locations • Consists of pressure-sensitive blackboard, microphone and speaker

19. C. Professional Presentations (cont’d) • Delivery and Follow Up • Memorize key points! • Thorough knowledge of topic • Practice makes Perfect! • Speak at a normal rate • Focus on visuals – try not to read the visuals to the audience! • ENCOURAGE QUESTIONS FROM AUDIENCE! • Repeat the question for everyone • Follow with your best response – NOT “Yes, but . . .” • CLOSE YOUR PRESENTATION WITH SUMMARIZING MAIN POINTS AND LEAVE AUDIENCE WITH A COURTEOUS CLOSING THOUGHT!

20. D. Communicating in the Diverse Workplace • 1. Cultural Differences – strategies oriented toward addressing cultural differences provide a broader basis for improved business communication • Awareness • Sensitivity • Openness • Respect • Collaboration

21. D. Communicating in the Diverse Workplace (cont’d) • AWARENESS • Attempt to understand the backgrounds of people as you work and communicate with them • Using the “you” attitude in communications demonstrates awareness of the importance of the other person • SENSITIVITY • Listen empathetically and use feedback to reinforce accurate understanding • Be sensitive to other people – who they are and where they are coming from • OPENNESS • Be open to innovative ideas which bring new opportunities and knowledge to the communication process

22. D. Communicating in the Diverse Workplace (cont’d) • 2. Adapting Communication to Intercultural Audiences • Nonverbal communication – nonverbal behavior (body language, eye contact, facial expression, posture, gestures) • Nonverbal messages convey meaning to the receiver • People interpret physical gestures differently in different cultures • Use specific and concrete words to provide feedback • Be nonjudgmental • Be supportive – nod of the head, facial expressions, eye contact

23. D. Communicating in the Diverse Workplace (cont’d) • Using “please”, “thank you”, “yes” and “no” – more helpful than physical gestures in establishing rapport • Oral messages • Use short sentences to express ideas • Avoid puns, slang and jargon (defined as technical language pertinent to a specific profession or group) • Observe nonverbal cues • Smiling as you speak – perhaps the most useful form of communication • Pause frequently to check for feedback and comprehension • In some cultures, the oral agreement is considered stronger than the written one!

24. D. Communicating in the Diverse Workplace (cont’d) • Intercultural Ethics • Business ethics not always the same with other cultures • Refuse to enter into business transactions that constitute a breach of your own ethics • Customs – what is considered moral and practical • Public service benefits vs. monetary contributions • Conduct business as openly as possible • Legal, ethical and sound business practices – choose these strategies!!!!

25. D. Communicating in the Diverse Workplace (cont’d) • 3. Diversity in the Domestic Workplace • Diverse in terms of personal characteristics, physical abilities and employment opportunities • Personal characteristics – age, race, religion, national origin, ethnicity – cannot be legally used in making employment decisions • Physical ability – protected under ADA; businesses must revamp physical facilities

26. D. Communicating in the Diverse Workplace (cont’d) • Employment opportunities • glass ceiling (invisible barrier to advancement to higher-level positions) • Women, minorities, older employees • Training and other accommodations needed to be sure that effective communication will assist a diverse workforce