Table Of Content

ESSENTIAL MANAGERS EFFECTIVE COMMUNICATION ESSENTIAL MANAGERS EFFECTIVE COMMUNICATION Senior Art Editor Gillian Andrews Project Editor Hugo Wilkinson Produced for Dorling Kindersley Limited by Cobalt id www.cobaltid.co.uk Editor Marek Walisiewicz Designers Paul Reid, Rebecca Johns US Editors Margaret Parrish, Jill Hamilton Managing Editor Gareth Jones Senior Managing Art Editor Lee Griffiths Production Editor Nikoleta Parasaki Production Controller Mandy Inness Jacket Designer Mark Cavanagh Design Development Manager Sophia M.T.T. Delhi Team: Senior Editorial Manager Rohan Sinha Deputy Managing Art Editor Sudakshina Basu First published in 2009 by Dorling Kindersley Limited 80 Strand London WC2R 0RL A Penguin Random House Company 15 16 17 18 10 9 8 7 6 5 4 3 2 1 001-279388-May/2015 Copyright © 2009, 2015 Dorling Kindersley Limited All rights reserved No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the copyright owner. A CIP catalogue record for this book is available from the British Library. ISBN 978-0-2411-8616-9 Colour reproduction by Colourscan, Singapore Printed in China www.dk.com Contents Introduction 6 Chapter 3 Communicating with your team 54 Chapter 1 Understanding Listening effectively 56 communication skills 8 Giving feedback 58 Understanding nonverbal Defining communication 10 communication 60 Overcoming barriers 12 Running briefings and meetings 62 Communicating at work 14 Communicating to persuade 64 Planning your approach 16 Managing conflict 66 Matching the message 22 Choosing your medium 24 Chapter 4 Communicating externally 70 Chapter 2 Speaking and writing 26 Negotiating successfully 72 Selling 74 Planning your speech 28 Communicating across countries Developing visual support 32 and cultures 76 Improving your confidence 36 Writing for the web 80 Delivering your speech 38 Communicating through Becoming a better writer 40 social media 82 Writing a business letter 46 Running a teleconference 84 Using email and texts effectively 48 Communicating in a crisis 88 Writing reports 52 Dealing with the media 90 Building brands 92 Index 94 Acknowledgments 96 6 / INTRODUCTION INTRODUCTION / 7 Introduction Communication is, without question, the most valuable skill any manager can possess. It is the link between ideas and action, the process that generates profit. Communication is the emotional glue that binds humans together in relationships, personal and professional. The ability to communicate is what connects people to others in an organization, an industry, and a society. To be skilled at it is to be at the heart of what makes enterprise, private or public, function successfully. Effective Communication focuses on the processes involved in business communication and concentrates, in particular, on ways in which you can become more effective by becoming more knowledgeable and skilled as a communicator. All forms of communication, whether writing, listening, or speaking, are the end products of a process that begins with critical thinking. This book covers a wide range of topics designed to help you understand the communication process better, from planning a strategy to analyzing your audience. It provides you with guidelines for preparing and delivering an effective speech, as well as ideas for expressing yourself on paper. There are tips for dealing with the specific challenges of team communication, including how to run a meeting, give feedback, and resolve conflict. Finally, it gives you ideas for communicating with clients and customers and thinking about your brand and identity. It’s all here. The next step is up to you. Understanding communication skills Communication is more than just a way to get ideas across or exchange points of view. It is the process by which we interact with others and seek information essential to our daily lives, allowing us to control the circumstances in which we work.