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Administrative Assistant's and Secretary's Handbook, 5th Edition by Jennifer Wauson, Kevin Wilson, James Stroman

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Chapter 44

Communications Skills

Good communications skills are critical to your success in business. You have to be able to communicate your ideas as well as respond to ideas from others. You have to be able to respond to questions, handle conflict, and listen.

Communication starts when two or more people need to exchange information. Perhaps one of your coworkers wants to ask you a question. Perhaps you want to ask your boss something. Perhaps you want someone to do something for you. Each of these situations involves communication.

Talking is not the same thing as communicating. Communicating is more complicated; it often involves listening and speaking skillfully as you interact with people who are fearful, angry, or frustrated. Miscommunication ...

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