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Table Of Contents

1.1 A commonthread
1.2 Thespecial ingredient
1.3 Themanagement dimension
1.4 Thenatureof communication
1.4.1 Negative effects
1.4.2 Positive impact
1.6 Seekingafter excellence
1.7 Summary
What makesfor effectivecommunication
2.2.1 The ‘What about me?’ factor
2.2.2 The ‘That’s logical’ factor
2.2.3 The ‘I can relate to that’ factor
2.2.4 The ‘Again and again’ factor
2.3 Positioningyour communication
2.4 Projectingtheright impression
2.5 Amplifyingcommunications
2.6 Summary
3.1 A fundamental truth
3.2 Listening
3.3 Preparation: amoment’sthought
3.4 Settingobjectives
3.6.6 Stage 6: A final check
3.7 Summary
4.1 Thelogistics
4.2.1 Others’ feelings
4.2.2 What others want
4.2.3 How decisions are made
4.4 Your manner
4.5.1 First impressions last
4.5.2 Finding out
4.5.3 The power of persuasion
4.6 Feedback
4.7 Securingagreement
4.8 Anticipatingobjections
4.9 Optionsfor handling
4.10 Excuses
4.11 Reachingaconclusion
4.13 Summary
5.2 Unnecessarycosts
5.3.1 The agenda
5.4.1 The meeting leader’s responsibilities
5.4.2 The conduct of the meeting
5.5 Theindividual attendee’sresponsibility
5.5.2 Well-handled discussion
5.6 After themeeting
5.6.1 Are minutes necessary?
5.7 Summary
Presentations: speakingsuccessfully ‘onyour feet’
6.1 Theimportanceof presentations
6.2 A significant opportunity
6.4 Presenters’ nightmares
6.4.1 Butterflies in the stomach
6.4.2 A dry mouth
6.4.3 Not knowing what to do with your hands
6.4.4 Not knowing how loud to speak
6.4.5 A hostile reaction
6.4.6 Not having sufficient material
6.4.7 Having too much material
6.4.8 Losing your place
6.4.9 Drying up
6.4.10 Misjudging the timing
6.5.1 Do not try to read verbatim
6.5.2 Your audience
6.5.3 Clear purpose
6.5.4 How the group sees a presenter
6.5.5 How you see the audience
6.5.6 Before you speak
6.6.1 The beginning
6.6.2 The middle
6.6.3 The end
6.7 Speaker’snotes
6.7.1 The format of notes
6.8 Visual aids
6.8.1 The most important visual aid
6.8.2 General principles of using visual aids
6.8.3 Using an overhead projector
6.8.4 Beware gremlins
6.8.5 Anything and everything
6.9 Summary
7.2 A changingworld
7.3 A special formof communication
7.5 Thenatureof negotiation
7.6.1 Information
7.6.2 Time
7.6.3 Power
7.7 A constructiveprocess
7.9 First thingsfirst
7.12 Thetacticsof negotiating: keytechniques
7.13 Interpersonal behaviour
7.14.1 Questioning
7.14.2 Listening
7.15 Thescopeof negotiation
7.15.1 Checklist 1: Summarizing the principles
7.15.2 Checklist 2: Summarizing the tactics
7.16 Summary
Telephonecommunication: itsspecial nature
8.1 Thenatureof voice-onlycommunication
8.2 Aninherent fragility
8.3 Anopportunity
8.4 Theswitchboard
8.6 Projectingthe‘personal/corporatepersonality’
8.6.1 Internal image
8.6.2 External image
8.7 A telephone‘handshake’
8.9 A wrongimpression
8.10.1 Speak slightly more slowly than normal
8.10.2 Make inflection work for you
8.10.3 Smile
8.10.4 Get the emphasis right
8.10.5 Ensure clarity
8.10.6 Be positive
8.10.7 Be concise
8.10.8 Avoid jargon
8.10.9 Be descriptive
8.10.10 Use gestures
8.10.11 Adopt the right tone
8.10.12 Sound yourself
8.11 Useof language
8.12 Listening
8.14 Projectingtheright image
8.15 Summary
9.1 A fragileprocess
9.2 A major opportunity
9.3.1 Serious, and very serious
9.4.1 Reader expectations
9.4.2 Reader preference
9.4.3 The readers’ perspective
9.5 Powerful habits
9.6.1 The rewards of excellence
9.7 A significant opportunity
9.8 Summary
10.1.1 Understandable
10.1.2 Readable
10.1.3 Straightforward
10.1.4 Natural
10.2 Readers’ dislikes
10.5 Makinglanguagework for you
10.6.1 Blandness
10.6.2 ‘Office-speak’
10.6.3 Language of ‘fashion’
10.6.4 Mistakes people hate
10.6.5 Clichés
10.8 Personal style
10.9 Summary
11.1 Writeright
11.2 First principles
11.2.1 Example
11.3.1 Example
11.4 Reports
11.5 Formatsdemandingspecial approaches
11.6 Summary
Afterword
Index
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39836611-Business-Communication

39836611-Business-Communication

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Published by kjamalavanceon

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Published by: kjamalavanceon on Mar 17, 2011
Copyright:Attribution Non-commercial

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06/23/2013

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