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Communication
Carolyn Boyes
The communication secrets that experts and top professionals use.Get results fast with this quick, easy guide to the fundamentals of Communication.Includes how to:• Use body language to build rapport with anyone• Deal with clients and colleagues at all levels• Get what you want in sales or negotiation• Excel in meetings and presentations• Master email and written communication
Communication
Secrects
The experts tell all!
Carolyn Boyes
Table of Contents
Cover Page (#u9f3afd7d-07c7-50a3-b539-f6eaee4a2d63)
Title Page (#ubea5bb7c-869f-59dc-b711-b03ddce9f754)
Communicate effectively in business (#ue22244a9-184d-57ef-907b-50215f9e38b8)
Firm foundations (#u251cb541-f641-5083-af2f-095d3d47959c)
1.1 Take responsibility (#ua3ef4c27-d2d7-5760-b6ac-ac2da167dec6)
1.2 Watch your facts (#ud8008172-4daf-5d0c-91e8-3c366dbbe69d)
1.3 Listen actively (#u9003acea-7d92-5269-a92c-189185a18c0e)
1.4 Ask effective questions (#u9359a5ae-762f-5782-84f0-417121ee18a9)
1.5 ‘Chunk’ appropriately (#u175a3dca-b406-5673-ad5c-de425a438211)
1.6 Choose your words (#u8b89acb4-1d57-59fe-9531-1cf85e75bf1c)
Body basics (#u89e446c9-57fa-5bdc-8ac6-bd168b2df035)
2.1 Stand out at first glance (#ube20a06f-1c08-5179-a805-b098b9391fe9)
2.2 Be aware of personal space (#uf9d26bf7-e77b-5641-9636-e23d1719e461)
2.3 Practise your handshake (#ud3935cce-bb70-549e-8da8-9c4f27200f51)
2.4 Use eye contact carefully (#u5f7b2650-8241-5b7c-895d-5ef156b2c359)
2.5 Show you’re friendly (#ucb863687-2f92-5801-8744-d4d5aa245764)
2.6 Be authoritative (#litres_trial_promo)
2.7 Be culturally appropriate (#litres_trial_promo)
Team talk (#litres_trial_promo)
3.1 Be aware of dynamics (#litres_trial_promo)
3.2 Take people into your confidence (#litres_trial_promo)
3.3 Show gratitude (#litres_trial_promo)
3.4 Establish a rapport (#litres_trial_promo)
3.5 Give good feedback (#litres_trial_promo)
3.6 Be persuasive (#litres_trial_promo)
3.7 Be a coach (#litres_trial_promo)
Making the most of meetings (#litres_trial_promo)
4.1 Plan and prepare (#litres_trial_promo)
4.2 Pay attention to your audience (#litres_trial_promo)
4.3 Stand (or sit) tall (#litres_trial_promo)
4.4 Keep the discussion relevant (#litres_trial_promo)
4.5 Be a story teller (#litres_trial_promo)
4.6 Keep it short and sweet (#litres_trial_promo)
4.7 Choose the right seat (#litres_trial_promo)
Selling successfully (#litres_trial_promo)
5.1 Be client-centred (#litres_trial_promo)
5.2 Show your client what’s in it for them (#litres_trial_promo)
5.3 Win others’ support (#litres_trial_promo)
5.4 Communicate credibly (#litres_trial_promo)
5.5 Know why clients say “no” (#litres_trial_promo)
5.6 Fire the imagination (#litres_trial_promo)
5.7 Understand values (#litres_trial_promo)
5.8 Avoid “but” and “try” (#litres_trial_promo)
5.9 Don’t think of a blue tree (#litres_trial_promo)
5.10 Handle complaints flexibly (#litres_trial_promo)
Dealing at a distance (#litres_trial_promo)
6.1 Be a flexible speaker (#litres_trial_promo)
6.2 Observe phone etiquette (#litres_trial_promo)
6.3 Use emails thriftily (#litres_trial_promo)
6.4 Stay professional (#litres_trial_promo)
6.5 Don’t use emails as avoidance (#litres_trial_promo)
Ditching the difficulties (#litres_trial_promo)
7.1 Keep focused (#litres_trial_promo)
7.2 Say “no” nicely (#litres_trial_promo)
7.3 Control your emotions (#litres_trial_promo)
7.4 Don’t interrupt (#litres_trial_promo)
7.5 Challenge bad behaviour (#litres_trial_promo)
7.6 Listen empathetically (#litres_trial_promo)
7.7 Be a great negotiator (#litres_trial_promo)
7.8 Avoid judgement (#litres_trial_promo)
Jargon buster (#litres_trial_promo)
Further reading (#litres_trial_promo)
About The Author (#litres_trial_promo)
Copyright (#litres_trial_promo)
About the Publisher (#litres_trial_promo)
Communicate effectively in business (#ulink_0a255f21-ba7f-5fd9-96de-1297697c8eb7)
Communication is at the heart of everything we do in business, yet poor communication is a huge problem for businesses and individuals, causing low morale, poor performance and high staff turnover. Much communication happens by accident, with the wrong messages coming across. If you want to be successful in business, it is worth learning about really good communication.
As a person working in international business throughout my career, I have seen how communication can help and hinder relationships within an organization, and impact on teams and goals for the business as a whole. Poor communication can cause stress and hardship for individuals within an organization.
With a background in languages and sales, I have always found words extremely important to me. People in business can earn big money from being skilled with words but can also lose their jobs if they have poor communication skills. Communication can often be distorted because people think they have said one thing but have really given a totally different message. During the last 10 years, as trainer of Neuro-Linguistic Programming, I have become aware of the deeper communication that goes on between individuals and groups through non-verbal communication. That’s why it’s important that all business people consider the secrets of communication.
This book consists of 50 secrets in total, divided into seven chapters.
Firm foundations. Shows you the essentials of communication you can take into any situation.
Body basics. Explains non-verbal communication and what to look out for.
Team talk. Gives you the run-down on communicating with your colleagues or your boss.
Making the most of meetings. Tells you what to do in a meeting or presentation.
Selling successfully. Gives you the secrets of how you can communicate effectively with clients.
Dealing at a distance. Helps you with the ins and outs of telephone calls and emails.
Ditching the difficulties. Puts you in charge of difficult communication situations.
Do not take good com munication for granted, but rather plan and practise your communication skills.
Firm foundations (#ulink_0e47e8fd-1d5a-5bf4-86ca-c0b27f84b5b0)
Pay attention to the fundamentals of communication to get your message across in the way you want to, both for yourself and for your business. With good communication, you will avoid being misunderstood and expressing inconsistent or unclear messages, ideas, feelings and instructions. Instead, you will become more effective in your career and form stronger relationships with both colleagues and clients.
1.1 Take responsibility (#ulink_052444bf-54ff-5f40-ade5-ed702061c007)
Yes, it sounds basic, but most of us just open our mouths and speak without prior thought. Yet, whether you are talking or just standing around, you are communicating. So take responsibility. Everything you say and do gives a message in business about how you see yourself and your job.
It is said that we:
“Hear half of what is said; listen to half of that; understand half of that; believe half of that, and remember half of that.” (Anon)
Face to face or on the telephone, business is won and lost by communication. If you don’t communicate well enough to a customer or to your boss, you might lose money or your next promotion. The real communication is the message the other person picks up. Take these steps to make sure you always are in control of your message.
one minute wonder One of the first steps you can take to improve your communication is to make it two-way. Sometimes you need to hold back from telling others about all the wonderful things you know and start listening instead.
Use your ears. Remember, communication is not two monologues. If you are talking to someone, listen as well.
Take your time. Pause, ask questions, negotiate, sell, respect the other person’s point of view.
Get in tune. Good communicators are very flexible. They monitor the other person’s reactions and vary their delivery according to the understanding and background of the person.
Be focused. Have a reason to communicate. Don’t just open your mouth. What outcome do you want from your communication? If you know what you want, you are more likely to be focused in how you communicate.
Pay attention to the medium. In business, how you communicate is often as important as what you communicate.
Choose your approach. Will your message be more effective if you speak face to face, have a meeting or write an email?
Think before you speak. People who think through what they are going to say can be a rarity in business. Many people talk in order to form thoughts; they produce a lot of noise but without much purpose.
