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Title Page

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

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