Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    From $11.99/month after trial. Cancel anytime.

    Communication Is At The Core Of Every Business And Relationship: A Short Course
    Communication Is At The Core Of Every Business And Relationship: A Short Course
    Communication Is At The Core Of Every Business And Relationship: A Short Course
    Ebook130 pages1 hour

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

    By Online Trainees

    ()

    Read preview

    About this ebook

    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.

    LanguageEnglish
    PublisherOnline Trainees
    Release dateMay 5, 2012
    ISBN9781476088853
    Communication Is At The Core Of Every Business And Relationship: A Short Course
    Author

    Online Trainees

    Online Trainees produce manuals and courses on various subjects.

    Read more from Online Trainees

    Related to Communication Is At The Core Of Every Business And Relationship

    Related ebooks

    Training For You

    View More
    View More

    Related podcast episodes

    Related categories

    Reviews for Communication Is At The Core Of Every Business And Relationship

    0 ratings

    0 ratings0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words

      Book preview

      Communication Is At The Core Of Every Business And Relationship - Online Trainees

      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

      Enjoying the preview?
      Page 1 of 1