CIM Certificate

Customer Communications
Meetings and presentations

valbrown2003
Why have meetings?

 Feel lonely
 Want involvement in decision making
 Makes us feel important
 Rest from real work
 Off-load responsibility for decisions
 Because its happening
 Because there’s a real need
Types of meeting

 Briefing  Committee meetings

 Advisory  Board meetings
 Negotiating  Cabinet meetings
 Review/progress  AGMs
 Problem definition
 Problem solving
Do you really need a meeting?
What will it cost?
Planning an effective
meeting
 Gather necessary
 Decide objective papers
 Identify attendees  Make meeting timetable
and give notice  Organise travel and
 Decide when and accommodation
where  Arrange meeting room
 Build agenda
Chairing a meeting

 Stick to agenda  Stop irrelevancies

 Start on time  Summarise and ensure
agreement
 Ensure everyone can  Ensure expected actions
see and hear are understood
 Ensure everyone  Thank people for
contributes contribution
 Stop private  Record
conversations  Close discussion as
soon as objective
 Stop rambling achieved
Improving performance at
meetings
 Questioning
 Listening
 Observing body language
 Speaking
 Summarising
Presentations

Preparing for a presentation:

 Define the purpose

 Know your audience
 Define objectives
 Know the settings and conditions

Analyse the subject matter in light of the above

Prepare thoroughly
 Identify the main elements and sub elements
of the topic
 Choose a starting point
 Prepare a ‘route map’ through the topic
 Identify key words and phrases
 Find analogies to clarify unfamiliar ideas
 Use examples and illustrations to support the
message
 Prepare your notes
 Prepare support materials
Supporting materials

Preparing material Using the material

 Have a clear  Know when to use
purpose for what
materials  Make sure everyone
 Make sure they are can see the material
clear and legible
 Use layout as part of
the message
Starting your talk

Beforehand: First impressions:

 Location of power and
leads, safety  Take control
 Equipment working?  Establish contact
 Spare bulbs, pens etc immediately
 Seating arranged
 Notes to hand
 Go through opening
 Samples, handouts etc ritual
 Exits and toilets  Project a confident
 Refreshment image
arrangements
Using your voice

 Control your  Use pauses for

breathing punctuation
 Project, don’t shout  Use questions to
 Vary pitch, tone, involve your
volume audience
 Don’t swallow the
ends of words and
sentences
Looking good

 Take control and keep it

 Manage your mannerisms
 Use gestures appropriately
 Use facial expressions consciously
 Use body language appropriately
 Use your position in the room
consciously
You and your audience

 Know your attitude  Use appropriate

towards the language
audience  Use examples from
 Know the audience’s your own experience
requirements of you and analogies from
 Try to inform, theirs
persuade and  Involve the whole
entertain, not audience
impress