Communication essentials

‘Appearances matter – and remember to smile.’

Nelson Mandela, former president of South Africa

While you cannot not communicate, poor communication skills mean little impact which means ineffectiveness. In this chapter we will explore three communication elements that will underpin your effectiveness and impact in different face-to-face situations – language, paralanguage (voice tone) and body language. In Chapter 8 we will look at the written word more closely especially when used in virtual communication systems including social networks and emails.

To close this chapter we look at the listening and questioning skills without which any ...

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