Communication Is At The Core Of Every Business And Relationship: A Short Course

By Online Trainees

Communication is at the core of every business. Without effective communication no business can thrive and grow.

The challenge of effective communication is one we all face.

In 1948 Dr Albert Einstein declined the invitation to become the first president of the new state of Israel. The greatest conceptual and technical genius of his time declined on the grounds that he was not qualified for any position which required an understanding of human relationships, including clear communication.

Communication is the main means by which people can build relationships in the workplace and
elsewhere. It is estimated that more than 90% of today’s leaders fail to communicate with their
employees in a manner necessary for building relationships based on mutual trust and respect.
Without effective communication employees get frustrated and often leave resulting in more money that has to be spend on training new staff.

Written and oral communication skills are critical in securing work and also in performing effectively in your work, and maintaining crucial business relationships.

• Language: English
• Publisher: Online Trainees
• Release date: May 5, 2012
• ISBN: 9781476088853

Online Trainees

Online Trainees produce manuals and courses on various subjects.

Book preview

Communication Is At The Core Of Every Business And Relationship - A Short Course

By

Online Trainees

SMASHWORDS EDITION

*******

Published by

Online Trainees at Smashwords

Communication Is At The Core Of Every Business And Relationship - A Short Course

Copyright 2012 Online Trainees

Smashwords Edition, License Notes

This ebook is licensed for your personal enjoyment only. This ebook may not be re-sold or given away to other people. If you would like to share this book with another person, please purchase an additional copy for each recipient. If you’re reading this book and did not purchase it, or it was not purchased for your use only, then please return to Smashwords.com and purchase your own copy. Thank you for respecting the hard work of this author.

Content

Communication

Clarify Communication

Encouragement Or Repetition

Listening

Active Listening

Use Your Ears

When To Use

Guidelines For Active Listening

Elements Of Effective Communication

Nonverbal Behaviour

Key Points

Power Of Behaviour

Submissive/Passive Behaviour

Aggressive Behaviour

Assertive Behaviour

Passive Aggressive

Improving Interpersonal Communication Effectiveness

Using Assertiveness

Assertive Managers

Patterns Of Behaviour Questionnaire

Questionnaire B

Questionnaire C

Rate Yourself By Counting The Positive Responses In Each Questionnaire

Select A 1-4 Response Based On The Following Scale To The Questions

Characteristics Of A Passive Communicator

Characteristics Of An Assertive Communicator

Characteristics Of An Aggressive Communicator

Relationship Between Self And Others

Non-verbal Communication

The Body Language – Mood Link

Gesture Clusters

Response Skills

Use Factual Description Instead Of Judgement

Saying No

What We Need Is

Mirroring

Helping Others Develop Assertiveness

Communication Style

Pace, Pause And Rhythm

Pitch And Intonation

Emphasis, Stress, Repetition, And Exclamation

Evaluate A Conversation

Guidelines For Effective Interactions

Communicate With Clarity

Communicate In An Ethical Way

Communicate In A Polite Way

Managing Conflict

Key To Communication Styles

Resolving Conflict

Do You Have To Be In Control

Steps To Follow In Resolving Your Own Conflict

Resolving Conflict Between Others

Common Behaviour Patterns In Conflict Situations

Listen – Empathise – Clarify – Seek Permission – Resolve

Resolving Issues

Customer Service Course

What Type Of Training Should Be Provided?

Important Points To Consider

The Importance Of Role Play

Handling Difficult Clients

Failures And Successes

Effective Communication

Telephonic Customer Service

Dealing With Difficult Customers

Listening Skills

How To Get Referrals

Is The Customer Always Right?

First Impressions

Staff Empowerment

The Competition

Dealing With Awkward Customers

Service Values

Using Scripts

Answering Systems

Verbal Cues To Watch Out For

Customer Loyalty Programs

Call Centres

Service Delivery

Communication

Communication is at the core of every business. Without effective communication no business can thrive and grow.

The challenge of effective communication is one we all face.

In 1948 Dr Albert Einstein declined the invitation to become the first president of the new state of Israel. The greatest conceptual and technical genius of his time declined on the grounds that he was not qualified for any position which required an understanding of human relationships, including clear communication.

Communication is the main means by which people can build relationships in the workplace and elsewhere. It is estimated that more than 90% of today’s leaders fail to communicate with their employees in a manner necessary for building relationships based on mutual trust and respect.

Without effective communication employees get frustrated and often leave resulting in more money that has to be spend on training new staff.

Written and oral communication skills are critical in securing work and also in performing effectively in your work, and maintaining crucial business relationships.

Dialogue is the main means of getting our ideas across. Oral communication is something we do all day, every day. Consequently it is something we take completely for granted.

Many misunderstandings occur from poor choice of words, tone or body language. In the communication process it is the duty of the speaker to ensure that the listener has a clear understanding of what we are trying to communicate.

Clarify Communication

Developing your questioning skills will assist you to clarify and develop a clear understanding of the subject under discussion. Questions are important for use during any conversation where a person has expressed his/her feelings or point of view.

Too many questions in a session may seem like an interrogation and lead to defensiveness.

Leading questions that put answers into people’s mouths should be avoided. The listener may be left with the impression that you already have decided what the answer should be.

Closed questions allow the speaker to respond with only one word answers. Although these questions can be