The Complete Idiot's Guide® to Clear Communication
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Home > Business and Economics Books > Business and Management > Business communication and presentation > The Complete Idiot's Guide® to Clear Communication
The Complete Idiot's Guide® to Clear Communication

The Complete Idiot's Guide® to Clear Communication


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About the Book

Effective communicators know words are only a part of what makes them successful. Voice inflection, facial movements, body language, word choice, and, most importantly, how they handle unexpected situations, all contribute to making a skilled communicator. Additionally, reading these expressions and listening not just to the words of a speaker but the overall way he or she speaks can give the listener some pretty powerful information. Is the speaker holding something back? Lying? Is he or she selling something too enthusiastically? Will they lose their temper? Will they be honest? Knowing the principles of persuasion and how to read others will give you an advantage in every business situation.

Table of Contents:
I. COMMUNICATION BEGINS INSIDE. 1. The Success Sequence. It's What's Inside That Counts. The Success Sequence. The Self-Fulfilling Prophecy. Our Thoughts. 2. Where It All Begins: Your Beliefs. Our Beliefs Guide Our Actions and Our Communications. Beliefs About Ourselves. Beliefs About Others. Beliefs About the World. 3. We Reap What We Sow. Body Language. Locus of Control, or Pulling Your Own Strings. Don't Just Stand There...Do Something! 4. Focus for Success. The Power of STAR Goals. Set STAR Goals. Plan of Action. Three Steps to Success. 5. Become a Peak Performer! Peak Performers Have High Self-Esteem... Peak Performers Have High Standards. Peak Performers Take Responsibility. Peak Performers Stay Focused on Their Goals. Peak Performers Communicate and Work Effectively with Others. 6. The Mental Techniques of Peak Performers. Take Responsibility! Focus Your Efforts Where They'll Count. Embrace Mistakes! Focus on Solutions, Not Problems. Visualize for Success. Advance with Affirmations. II. THE DANCE OF COMMUNICATION. 7. Everything We Do Is Communication. Why Bother? The Five-Part Tempo of the Communication Dance. Navigating the Obstacle Course. 8. Behavior Breeds Behavior. You Can Choose Your Behavior. Dealing With Anger. The Professional Approach. You Won't Get Anywhere Unless You Walk in the Other Person's Shoes. Understand the Other's Frame of Reference. Develop Empathy. III. WATCH THAT BODY LANGUAGE! 9. First Impressions Count! The Body Speaks. Make Your First Impressions Count. Put Your Best Voice Forward. 10. Send the Right Signals. Sending the Right Signals. Body Language Is SO CLEAR. Make It a Habit. 11. Other People's Body Language. Reading Other People's Body Language. 12. Build Rapport. The Comfortable Harmony of Rapport. Build Rapport Through Matching. Build Rapport Through Mirroring. Build Rapport by Identifying Commonalities. Test for Rapport. IV. GATHERING GOOD INFORMATION. 13. Draw Out the Full Story. Are You Guilty of Poor Listening Habits? Focus on the Speaker. Use Your EARS! Closed Questions Can Be Useful. 14. Ask the Right Questions. Avoid Unhelpful Questions. Neutral Questioning. Useful Kinds of Questions. Tricks of the Trade. Has Your Message Hit Home? 15. Listen, Listen, Listen. True Listening. How Can We Listen? Let Us Count the Ways... Let's Get Reflective! Five Reflective Listening Skills. 16. The Ten Deadly Sins of Communication. The Ten Deadly Sins of Communication. Patronizing. Sending Signals. Avoiding. V. GIVING GOOD INFORMATION. 17. Step Off with the Right Foot. Don't Open Your Mouth Only to Change Feet. Frame Your Conversations. The What's-In-It-For-Me Factor. Flagging. 18. Choose Your Words for Clarity and Power. The Power of Words. Choose Your Words to Influence. Choose Neutral Words. Choose Positive Words. Choose Specific Words. Choose Strong Words. Deliver Your Words with Panache. 19. Speak the Other Person's Language. Neuro-Linguistic Programming. Four English Languages. Make Your Communications Glide...! 20. Speak for Yourself, Not the World. The Fight-Flight Response. Three Styles of Communication. How to Spot an Assertive Person. Developing Assertion Skills. Don't Masquerade Your Opinions as Facts. Be Explicit About Assumptions. 21. Don't Masquerade Your Thoughts. Talking About Yourself Assertively. Don't Be Sidetracked. Deal With Criticism. Say "No" Graciously. Don't Be Bullied 22. Ask, Don't Tell. Telling Asks for Trouble! "I" Statements. For the Really Complicated Stuff, Use DELWAC. And Now for the Big Stick. Persuade, Don't Pressure. 23. When You Say What You Like, Say Why. Three Types of Feedback. Offering Feedback So It Will Be Heard. Asking for Useful Feedback. Receiving Feedback. 24. Tune In to the Same Wavelength. Find Out People's Main Needs. Work With People's Metaprograms. Take Personality into Account. Four Preferences for Dealing With Information. Four Types of People. Four Temperaments. VI. MAKING PROGRESS. 25. Manage Conflicts with Aplomb. Bring Problems into the Open. Five Approaches to Conflict. Think It Through First. Twenty Ideas for Resolving Conflicts. 26. How to Deal With Difficult People. Ten Principles to Bear in Mind. The General Strategy. Recognize Anyone? 27. Win with Complaints. Welcome Complaints. Dealing With a Complaint. Dealing With Angry Customers. Dealing With Habitual Complainers. 28. Fix It! How Much Effort? Approach Problems Positively. Making Decisions. Involving Others. Don't Let Your Brain Trip You Up! Capitalize on Your Creativity. VII. APPENDIXES. Appendix A: Self-Talk as an Indicator of Self-Esteem. Appendix B: Body Language Practice. Appendix C: Turning Closed Questions into Open Questions. Appendix D: Some Ideas for Frames. Appendix E: Some Word Meanings: Order and Strike. Appendix F: How to Score the Neuro-Linguistic Programming Quiz. Chapter G: Glossary. Chapter H: For Further Reading. Index.

About the Author :
Kris Cole is one of Australia's best-selling authors, and an international speaker and corporate trainer specializing in management, supervision, communications, and leadership. An industrial psychologist with 26 years of experience, her books-including Supervision: The Theory and Practice of First Line Management, Crystal Clear Communications, and How to Succeed at a Job Interview-have been translated into five languages and adopted for numerous classes.


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Product Details
  • ISBN-13: 9780028642079
  • Publisher: Pearson Professional Education
  • Publisher Imprint: Alpha Books
  • Language: English
  • Spine Width: 18 mm
  • Width: 231 mm
  • ISBN-10: 0028642074
  • Publisher Date: 21 Nov 2001
  • Binding: Paperback
  • No of Pages: 360
  • Weight: 587 gr


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