www.inc.com/magazine/20100501/why-is-business-writing-so-awful.html

Watch YourEmails

www.towerofpower.com.au/16-email-mistakes-you-must-avoid-email-etiquette

Redundancy Rules

Avoid Communication Errors

1. TELL: pass along the information - either verbally or in writing.2. SUMMARIZE: highlight the action or significant items.3. PARAPHRASE: have the other person respond in their own words so they understand what you’re saying.4. REPEAT: Answer back to acknowledge or correct them.

The 5 Deadly Communication

Mistakes

5 Deadly Mistakes

1. Overloading listeners with too much information. 2. Not demonstrating an understanding of their business issues. 3. Speaking in jargon or acronyms. 4. Not establishing trust or credibility. 5. Being down right boring.

A Final Thought

w

The situation isn't about YOU.

Always focus on the needs of your

audience.

When You Present

“I never teach my pupils; I only attempt to provide the conditions in which

they can learn.”

Albert Einstein

Non-Verbal Communi-Cations Matter

Non-Verbal Cues• Mirroring technique.• Lean in to express interest.• Avoid eye-rolling, turning your back, yawning,

talking over others.• Arm-crossing.

Non-Verbal Cues

• Mirroring technique.• Lean in to express interest.• Avoid eye-rolling, turning your back, yawning,

talking over others.• Arm-crossing.

Nonverbal communication is …the process of communication through sending and receiving wordless (mostly visual) messages between people. Messages can be communicated through gestures and touch, by body

language or posture, by facial expression and eye contact. Nonverbal messages could also be communicated through material exponential; meaning, objects or artifacts(such as

clothing, hairstyles or architecture). Speech contains nonverbal elements known as paralanguage, including voice quality, rate, pitch, volume, and speaking style, as well prosodic features such as rhythm, intonation, and

stress.

http://en.wikipedia.org/wiki/Nonverbal_communication

Choose awriting style

• Base your writing style on your overall communication strategy.

• Your relationship with the audience.• Context: use cold and indifferent to an audience

of academics, researchers, accountants but be engaging and humorous for teaching students.

• The very nature of the message.

Choosing a writing style

http://www.helium.com/items/730169-how-to-choose-a-writing-style

• Formal versus informal• Passive versus assertive• Be careful of industry jargon• Practice brevity: be CONCISE• Munter (pgs 82-83) Macro-writing checklist:

– Do your ideas connect together?– Does your opening engage?– Does you close effectively?

Choosing your style

http://peterstekel.com/PDF-HTML/Kurt%20Vonnegut%20advice%20to%20writers.htm

K.I.S.S

http://howtowritebetter.net/does-your-writing-style-really-matter/

Taking & Leaving Voice Messages

• At the beginning state your name, date, time and telephone number.

• Speak slowly and be as clear as you can.• At the end re-state your name and telephone

number.• Send email follow up as needed – based on the

importance of the call.

Voicemail Message Nirvana

• Ask when the person you are trying to reach will be back.

• State your name, phone/cell phone number, the person that referred you to the person you are trying to reach (if applicable) and the reason for your call.

• Ask them to repeat your information back to you.

• Don’t be condescending.• Thank them and be sure to get their name.• Do the same if you are taking a message for

someone else. Use clarifying questions.

Leaving Messages With Someone

Gain clarity by asking for repetition

• “Can you please repeat that, so I can make sure I captured your information correctly?”

• “To confirm, we agreed to meet on…”• “I’d like to repeat that to make sure I captured

your information correctly…”• “I’m sorry I couldn’t hear you. Can you please

repeat that?”

Gain Clarity. Request Repetition

Scheduling Appointments

• Maintain ONE master calendar – multiple calendars lead to confusion.

• Keep a 3-4 month calendar at work and your home office.

• Avoid over-booking.• Give yourself time to travel to/from meetings

and time to have POOST-meeting de-briefs.• Send reminders 1-2 days before highlighting

the logistical details.• Send agendas.• Agree in advance who will be contacting whom.

Scheduling Appointments

• S• X• X• X• X• X

Br

Handling Complaints

• Never interrupt someone: let them finish.• Take all of the necessary information.• Empathy goes a LOOOOONG way.• Set (manage) reasonable expectations.• Commit to a plan to resolve and report back to

them.• Keep in touch, and ALWAYS deliver on your

promises.• DON’T internalize their emotions. Stay clam and

neutral but NOT cold.

Handling Complaints

Truly Great Communication

Great Communication

http://www.mindjumpers.com/blog/2010/08/business-communication/

Great Communication

http://www.noupe.com/how-tos/12-secrets-of-effective-business-communication.html

Ou

www.expressyourselftosuccess.com/the-seven-essentials-of-great-business-communication

Great Communicators

www.amazon.com/Simple-Secrets-Greatest-Business-Communicators/dp/1402203489

• Ask the right questions (for sales esp.)• Present yourself as professionally as

possible at all times.• Schedule and prepare thoroughly.• Speak, pause, listen.• Follow up in writing.• Ask for feedback

Great Communication

Great Communicating

http://managementhelp.org/blogs/communications/2011/01/02/20-great-ways-to-engage-and-involve-your-audience/

• Ty a new format• Communicate confidently• Use an elevator pitch• Be responsive• Write well

Great Communication

• Structure• Clarity• Consistency• Medium• Relevancy• Primacy/Recency• Psychological Rule “7 and +/- 2”

Great Communication

Use Pictures to Communicate

Complex Issues

Dan Roam: Back of the Napkinhttp://www.youtube.com/watch?v=AeE1WT9M1Ng

GreatPresentations

Great Presentations

www.youtube.com/watch?v=n139-iFFK24

Finding Your Own Communication

STYLE

www.nten.org/articles/2012/communications-styles-how-to-get-your-message-out-when-people-arent-listening-properly

What’s Your “STYLE”

• Thinker (Structure, logic, organization, problem solving)• Feeler (Expression, human interaction,

projecting feelings)• Intuitor (Imagination, theory,

envisioning, speculation)• Sensor (Doing, competing, getting

results)

RESOURCES

Resources

www.m62.net/presentation-theory/presentation-best-practice/

Resources

www.m62.net/presentation-theory/presentation-best-practice/presentation-ideas/

Resources

www.proedgeskills.com/Presentation_Skills_Articles/visual_aids_undermine.htm

Resources

http://www.nytoastmasters.org/New_York_Toastmasters/Home.html

Resources

Resources

www.speakingaboutpresenting.com/presentation-skills/best-presentation-tips/

Resources

http://www2.honolulu.hawaii.edu/facdev/guidebk/teachtip/m-files/m-commu1.htm

Resources

www.blatner.com/adam/level2/nverb1.htm

Resources

http://kb.mailchimp.com/article/best-practices-in-writing-email-subject-lines

Resources

www.intuit.com/website-building-software/blog/2011/12/7-proven-headline-formulas-that-capture-your-reader%E2%80%99s-attention/