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Communication. Secrects
Carolyn Boyes
Table of Contents
Communicate effectively in business
Firm foundations
1.1 Take responsibility
1.2 Watch your facts
1.3 Listen actively
1.4 Ask effective questions
1.5 ‘Chunk’ appropriately
1.6 Choose your words
Body basics
2.1 Stand out at first glance
2.2 Be aware of personal space
2.3 Practise your handshake
2.4 Use eye contact carefully
2.5 Show you’re friendly
2.6 Be authoritative
2.7 Be culturally appropriate
Team talk
3.1 Be aware of dynamics
3.2 Take people into your confidence
3.3 Show gratitude
3.4 Establish a rapport
3.5 Give good feedback
3.6 Be persuasive
3.7 Be a coach
Making the most of meetings
4.1 Plan and prepare
4.2 Pay attention to your audience
4.3 Stand (or sit) tall
4.4 Keep the discussion relevant
4.5 Be a story teller
4.6 Keep it short and sweet
4.7 Choose the right seat
Selling successfully
5.1 Be client-centred
5.2 Show your client what’s in it for them
5.3 Win others’ support
5.4 Communicate credibly
5.5 Know why clients say “no”
5.6 Fire the imagination
5.7 Understand values
5.8 Avoid “but” and “try”
5.9 Don’t think of a blue tree
5.10 Handle complaints flexibly
Dealing at a distance
6.1 Be a flexible speaker
6.2 Observe phone etiquette
6.3 Use emails thriftily
6.4 Stay professional
6.5 Don’t use emails as avoidance
Ditching the difficulties
7.1 Keep focused
7.2 Say “no” nicely
7.3 Control your emotions
7.4 Don’t interrupt
7.5 Challenge bad behaviour
7.6 Listen empathetically
7.7 Be a great negotiator
7.8 Avoid judgement
Jargon buster
Further reading
Copyright
About the Publisher
The experts tell all!
Title Page
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4.6 Keep it short and sweet
4.7 Choose the right seat
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