O'Reilly logo

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

STTS-Communications Your Key

Book Description

Advancement in telecommunications has drastically changed the way that people communicate, particularly in a professional capacity. The onslaught of e-mail, text and even instant messaging has given people other means with which to communicate with one another, but in doing, the art of personal, verbal and face-to-face communication is being lost, resulting in miscommunication and broken personal and professional relationships.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Acknowledgements
  5. Preface
  6. Contents
  7. Introduction
  8. Assess Yourself
  9. 1. Why is Communication Important?
    1. Don’t take communication skills for granted
    2. Every day, all day, we are communicating
    3. Why do you need effective communication skills?
    4. Communication in an ever-changing workplace
    5. What makes a great communicator great?
    6. Benefits of effective communication
    7. The five stages in the communication cycle
    8. The dangers of not communicating well
    9. Star Tips for understanding effective communication
  10. 2. Communication Starts With You
    1. Being likeable helps
    2. Let’s start at the very beginning
    3. Authenticity
    4. The 3 C’s of developing likeability
    5. Other ways of developing better relationships
    6. The importance of timing
    7. Star Tips for becoming a better communicator
  11. 3. Listening
    1. Why listen at all?
    2. Obstacles of effective listening
    3. Basic differences between a good listener and a bad listener
    4. How would you rate your listening skills?
    5. Four ways of listening
    6. Listening to open doors
    7. Developing your door-opening skills
    8. Activate your active listening skills
    9. Practice your paraphrasing
    10. Star Tips for effective listening
  12. 4. Speaking — The Message Itself
    1. Speaking to be understood
    2. Clarity in your message
    3. Structuring your message
    4. Informal conversations
    5. Formal situations
    6. In the beginning was the word, and the word was easy to misunderstand (aka Choose your words with care)
    7. Magic words to use often
    8. Star Tips for planning a well-structured and effective message
  13. 5. Speaking — It’s Not Just What You Say, It’s Also How You Say It!
    1. Vocal clarity
    2. You say potato, I say potahto
    3. Four steps to increasing vocal clarity
    4. Touch up your tone
    5. Emotional excess
    6. Vocal hazards
    7. Facial clarity
    8. What is your body saying?
    9. Body language bloopers
    10. Do I look communicative in this?
    11. Star Tips for using the right tone and body language
  14. 6. Assertiveness And You
    1. What’s your type?
    2. Risks and costs of each behavioural type
    3. How assertive are you?
    4. Basic behaviour for assertiveness
    5. The 3 F formula
    6. Using the 3 F’s
    7. The 3 F’s in practice
    8. Empathy
    9. Incorporating emotion into our communication
    10. Star Tips to enhance your assertiveness
  15. 7. Telephone Skills
    1. Why use the telephone?
    2. How to upset people on the telephone
    3. How would you rate your telephone skills?
    4. Touch up your telephone manner
    5. “Hello” and other weak telephone language
    6. Take pride in your telephone professionalism
    7. Techniques to remember when using the telephone
    8. Voicemail
    9. When is it better not to call?
    10. Star Tips for better telephone communication
  16. 8. Communicating In Teams
    1. Everyone’s on the team
    2. ‘Silo’ mentality
    3. The 3 C’s of effective teamwork
    4. Communicating from the start
    5. The rules of the game
    6. Help yourself by helping others
    7. Positive thinking and productivity
    8. The positive role of negative thinking
    9. Star Tips for improving team communication
  17. 9. Communicating Across Cultures
    1. What is culture?
    2. Ethnocentrism
    3. Stereotyping
    4. I know what I heard, but I’m not sure what you said
    5. Prejudgement is often proved wrong
    6. Understanding where people are coming from
    7. I know what I said, but I’m not sure what you heard
    8. The world is in your office
    9. Star Tips for communicating across cultures
  18. 10. Dealing With Conflict
    1. Conflict is very damaging
    2. Watch for signs of conflict
    3. Seven deadly sins of dealing with conflict
    4. Seven secrets of success in dealing with conflict
    5. Conflict resolution in practice
    6. A five-step process for conflict resolution
    7. Dealing with team conflict
    8. Conflict resolution brings many benefits
    9. Star Tips for dealing effectively with conflict
  19. Index
  20. About the Authors