Writing, Speaking, Listening: The Essentials of Business Communication

Writing, Speaking, Listening......Page 1
Contents......Page 6
Preface......Page 8
1 Write for Your Audience......Page 10
Use language your reader will understand......Page 11
What does this particular reader need to know?......Page 14
Adopt a pleasant tone......Page 17
Summary points......Page 21
2 Choose the Right Words and the Right Structure......Page 22
Is this you?......Page 23
Use the right words in the right place......Page 24
Simple words highlight your message......Page 28
Cut out the fluff......Page 31
The sentence is the driver of the message......Page 33
The paragraph: a unit of thought......Page 37
Summary points......Page 39
3 To Present Effectively You Need a Strategy......Page 40
Set your objective......Page 41
Know your audience......Page 45
Consider your pre-presentation tactics......Page 46
Plan your approach......Page 48
Open and close with a bang......Page 51
Summary points......Page 54
4 Make Your Visuals Aid......Page 56
Is this you?......Page 57
Choose the form of visual aid that best suits the occasion......Page 58
Two mistakes to avoid at all costs......Page 63
A picture is worth many words......Page 65
Visual aids should not double as handouts......Page 68
Summary points......Page 69
5 Listen to What You Are Hearing......Page 71
Is this you?......Page 72
Avoid selective listening......Page 73
Listen for the context......Page 74
Separate fact from propaganda......Page 75
Listen for the speaker’s feelings and control your own emotions......Page 78
Recognize male/female differences in speaking styles......Page 80
Summary points......Page 81
6 Take an Active Part in the Listening Process......Page 83
The art of questioning......Page 84
Non-verbal cues......Page 89
Acknowledgement and feedback......Page 92
Reflective listening......Page 95
Summary points......Page 97