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DK Publishing - Effective Communication: Listening, Presenting, Giving Feedback

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Effective Communication: Listening, Presenting, Giving Feedback
Author:
DK Publishing
Publisher:
DK Publishing
Genre:
Books / Business
Year:
2015
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DK Essential Managers: Effective Communication is the visual guide that gives you all the know-how you need to be a more effective manager.Now newly updated with an all-new graphic approach to explaining key techniques and skills, the best-selling DK Essential Managers: Effective Communication features:A practical, how-to approach teaches you the information and skills to succeed.Step-by-step instructions, tips, checklists, and Ask yourself features show you how to plan a speech, select the right visual support, and use body language.Tables, illustrations, in-focus panels, and real-life case studies show you what to do in particular situations.DK Essential Managers: Effective Communication not only shows you how to understand your audience and communicate strategically, but also explains how to discover which delivery approach is right for you. Learn all you need to develop confidence, listen effectively, and give and receive feedback with DK Essential Managers: Effective Communication.About DK Essential Managers: The DK Essential Managers series covers a range of business and management topics and have sold more than 1.9 million copies worldwide. Each guide is clearly presented for ease of reference, with visual pointers, tips, and graphics. The handy pocket format slips easily into a briefcase or portfolio.

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Effective

LISTENING

PRESENTING

GIVING FEEDBACK

ESSENTIAL MANAGERS

Communication

EFFECTIVE

COMMUNICATION

ESSENTIAL

MANAGERS

ESSENTIAL

MANAGERS

EFFECTIVE

COMMUNICATION

Written by James ORourke

Senior Art Editor Gillian Andrews

Project Editor Hugo Wilkinson

US Editors Margaret Parrish, Jill Hamilton

Managing Editor Gareth Jones

Senior Managing Art Editor Lee Grifths

Production Editor Nikoleta Parasaki

Production Controller Mandy Inness

Jacket Designer Mark Cavanagh

Design Development Manager Sophia M.T.T.

Delhi Team:

Senior Editorial Manager Rohan Sinha

Deputy Managing Art Editor Sudakshina Basu

Produced for Dorling Kindersley Limited

by Cobalt id www.cobaltid.co.uk

Editor Marek Walisiewicz

Designers Paul Reid, Rebecca Johns

First American Edition, 2009

Published in the United States by DK Publishing

345 Hudson Street, New York, New York 10014

A Penguin Random House Company

15 16 17 18 10 9 8 7 6 5 4 3 2 1

001-ND136-May/2015

Without limiting the rights under copyright reserved

above, no part of this publication may be reproduced,

stored in or introduced into a retrieval system, or

transmitted, in any form, or by any means (electronic,

mechanical, photocopying, recording, or otherwise),

without the prior written permission of both the

Published in Great Britain by Dorling Kindersley Limited.

A catalog record for this book is available from the

Library of Congress.

ISBN 978-1-4654-3541-5

DK books are available at special discounts when

purchased in bulk for sales promotions, premiums,

fund-raising, or educational use. For details, contact:

DK Publishing Special Markets, 345 Hudson Street,

New York, New York 10014 or SpecialSales@dk.com.

Color reproduction by Colourscan, Singapore

Printed in China

www.dk.com

Contents

Introduction 6

Chapter 1

Understanding

communication skills 8

Dening communication 10

Overcoming barriers 12

Communicating at work 14

Planning your approach 16

Matching the message 22

Choosing your medium 24

Chapter 2

Speaking and writing 26

Planning your speech 28

Developing visual support 32

Improving your condence 36

Delivering your speech 38

Becoming a better writer 40

Writing a business letter 46

Using email and texts effectively 48

Writing reports 52

Chapter 3

Communicating with your team 54

Listening effectively 56

Giving feedback 58

Understanding nonverbal

communication 60

Running briengs and meetings 62

Communicating to persuade 64

Managing conict 66

Chapter 4

Communicating externally 70

Negotiating successfully 72

Selling 74

Communicating across countries

and cultures 76

Writing for the web 80

Communicating through

social media 82

Running a teleconference 84

Communicating in a crisis 88

Dealing with the media 90

Building brands 92

Index 94

Acknowledgments 96

6 / INTRODUCTION

INTRODUCTION / 7

Introduction

Communication is, without question, the most

valuable skill any manager can possess. It is the

link between ideas and action, the process that

generates prot. Communication is the emotional

glue that binds humans together in relationships,

both personal and professional. The ability to

communicate is what connects people to others

in an organization, an industry, and a society. To

be skilled at it is to be at the heart of what makes

enterprise, private or public, function successfully.

Effective Communication focuses on the

processes involved in business communication

and concentrates, in particular, on ways in which

you can become more effective by becoming more

knowledgeable and skilled as a communicator. All

forms of communication, whether writing, listening,

or speaking, are the end products of a process that

begins with critical thinking.

This book covers a wide range of topics designed

to help you understand the communication process

better, from planning a strategy to analyzing

your audience. It provides you with guidelines for

preparing and delivering an effective speech, as well

as ideas for expressing yourself on paper. There are

tips for dealing with the specic challenges of team

communication, including how to run a meeting, give

feedback, and resolve conict. Finally, it gives you

ideas for communicating with clients and customers

and thinking about your brand and identity. Its all

here. The next step is up to you.

Understanding

communication

skills

Communication is more than just a way to get ideas

across or exchange points of view. It is the process by

which we interact with others and seek information

essential to our daily lives, allowing us to control

the circumstances in which we work.

DEFINING COMMUNICAT ION MATCHING THE MESS AG E COMMUNICAT ING AT WORK OV ERC O - photo 11

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