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COMMUNICATE CLEARLY

AUTHOR: ROBERT HELLER

PRESENTED BY: JENNA DRODT

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POINTS TO REMEMBER• LEARNING TO LISTEN

– CONFIDENCE IS INSPIRED IN A SPEAKER IF YOU LISTEN INTENTLY– WHAT YOU ARE TOLD SHOULD BE REGARDED AS TRUSTWORTHY UNTIL PROVED OTHERWISE– MISUNDERSTANDING ARE CUASED BY WISHFUL LISTENING – HEARING ONLY WHAT YOU WANT TO HEAR.– CONSTANT INTERRUPTIONS CAN BE VERY OFF-PUTTING FOR PEOPLE WHO FIND IT DIFFICULT TO GET ACROSS

THEIR POINT OF VIEW• READING EFFICIENTLY

– POWERS OF COMPREHENSION ARE USUALLY OVERESTIMATED– LOTS OF INFORMATION CAN BE PICKED UP AT A GLANCE FROM ILLUSTRATIONS AND OTHER VISUAL MATERIALS– SPEED-READING CAN BE LEARNED IN A COURSE OR FROM BOOKS– PAGES SHOULD BE SCANNED DOWN THE CENTER, OR DIAGONALLY, TO ACHIEVE THE MOST SENSE QUICKLY– TIME CAN BE SAVED BY LOOKING AT A BOOK’S CONTENTS, INTRODUCTORY PAGES, CONCLUSION, AND INDEX, TO

CHECK IF IT IS WORHT READING– MEMORY CAN BE IMPROVED BY CHANGING THE WAY YOU LEARN AND REVIEWING KNOWLEDGE REGULARLY

• MAKING CONTACT– INITIAL GREETINGS SHOULD BE AS WELCOMING AS POSSIBLE– ALL ATTENDEES AT A MEETING NEED TO BE INTRODUCED TO EACH OTHER AT THE OUTSET– FALL ATTENDEES AT A MEETING NEED TO BE INTRODUCED TO EACH OTHER AT THE OUTSET– MEETINGS ARE BEST ENDED COURTEOUSLY, EVEN IF THEY HAVE INVOLVED DISAGREEMENT. – BEHAVIORAL AND CULTURAL DIFFERENCES SHOULD BE RESPECTED AT ALL TIMES WHEN TRAVELING

• USING THE PHONE– YOUR MAIN POINT SHOULD BE REPEATED OFTEN AND BE MENTIONED LAST– LONGER MESSAGES SHOULD BE FAXED OR E-MAILED, NOT VOICE MAILED OR LEFT ON AN ANSWERING MACHINE– PHONE CONVERSTATIONS ARE EASIER TO CONTROL THAN FACE-TO-FACE MEETINGS, BECAUSE INTERACTIONS CAN

BE BUSINESSLIKE AND TERSE’ EXPLOIT THAT ADVANTAGE

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POINTS TO REMEMBER• USING INFORMATION TECHNOLOGY

– FAXES CAN BE EITHER FREESTANDING AND PAPER-FED OR LINKED TO A PERSONAL COMPUTER.– MANAGERS WITHOUT LAPTOPS OR NOTEBOOK COMPUTERS CAN CONSIDER THEMSELVES UNDEREQUIPPED.– THE WORLD WIDE WEB IS THE FUTURE OF COMMUNIATION FOR MOST PURPOSES.– THE INTERNET IS A POWERFUL COMMUNICATIONS TOOL MAINLY BECAUSE OF ITS ABILITY TO MIX ALL MEDIA IN REAL

TIME.– CUTTING OUT COMMUNICATION HELPS EVERYBODY.

• PLANNING A CONFERENCE– THE MORE PLANNING AND THOUGHTS THAT GO INTO AN EVENT, THE MORE IT IS LIKELY TO ACHIEVE. – ANY MESSAGE WILL USUALLY BE REINFORCED IF ACCOMPANIED BY TECHNOLOGY– STAFF AT SEMINARS OR CONFERENCES SHOULD BE TREATED WITH AS MUCH RESPECT AND CARE AS SUPPLIERS. – SHOW-BUSINESS OR PROFESSIONAL SPEAKERS CAN BEHIRED TO TALK AT COMPANY EVENTS.

• MAKING A VISUAL IMPACT– USING MANY DIFFERENT FONTS AT THE SAME TIME CAN LEAD TO A CONFUSING OVERALL LOOK.– LEGIBILITY IS VERY IMPORTANT.– A WELL-DESIGNED DOCUMENT IS ONE THAT YOU ENJOY LOOKING AT. IT MUST SERVES ITS FUNCTION.

• USING PUBLIC RELATIONS– PR DEPARTMENT AND CONSULTANTS MUST BE KEPT INFORMED ABOUT THE ORGANIZATION’S PUBLIC ACTIONS.– STAFF SHOULD BE TRAINED AND TOLD WHEN TO SPEAK A THTE MEDIA, AND HOW TO DEAL WITH ENQUIRES. – PR CAN BE USED AS A VALUABLE COMPLEMENT TO ADVERTISING.– USING PR TO PROJECT THE IMAGE OF AN ORGANIZATION CAN IMPROVE OVERALL PUBLIC PERCEPTIONS.

• USING PRINT MEDIA– NEWS RELEASES SHOULD BE TAILORED TO THE NEEDS OF THE PRESS. – YOUR COMPANY WILL BENEFIT IF YOU FIND TIME FOR MEDIA PEOPLE. – IT IS ALWAYS SAFER TO STICK TO THE TRUTH- THE FACTS ARE SURE TO BE UNCOVERED EVENTUALLY. – THE MORE ACCESSIBLE YOU ARE TO THE MEDIA, THE MORE COVERAGE YOU WILL BE GIVEN.

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STICKY NOTESLEARNING THE BASICS

1. ENCOURAGE YOUR COMPANY TO IMPROVE ALL TYPES OF COMMUNICATION.2.NOTE THAT GOOD COMMUNICATORS MAKE MUCH BETTER MANAGERS.3.BE NONJUDGEMENTAL WHEN TRYING TO OVERCOME OTHER PEOPLE’S BARRIERS.4.MATCH YOUR MEDIUM TO YOUR MESSAGE WITH GREAT CARE.5.WHEVER PEOPLE , USE VISUALS TO COMMUNICATE.6.WHEN STANDING WITH PEOPLE, LEAVE A PERSONAL SPACE OF ABOUT 1 YARD.7.TAKE A SLOW, DEEP BREATH TO RELAX YOURSELF, IF YOU ARE FEELING TENSE.8. IF YOU ARE NOT SURE HOW TO BEHAVE ABROAD, ASK THE LOCALS FOR GUIDANCE.9. MAKE SURE YOU ARE NOT UNINTENTIONALLY WEARING A HOSTILE EXPRESSION. 10. PRACTICE A RANGE OF GESTURES IN FRONT OF A MIRROR TO FIND THOSE THAT LOOK NATURAL FOR YOU. 11. KNOW WHICH QUESTIONS TO ASK- IT WILL HELP YOU GET THE RIGHT ANSWERS.12. USE SILENCE CONFIDENTLY AS A TOOL TO ENCOURAGE HESITANT SPEAKERS.13.THINK ABOUT THE WORDS YOU HEAR, NOT THE PERSON SAYING THEM. 14. KEEP AN OPEN MIND ABOUT WHAT PEOPLE SAY. 15.PUT PROMISES IN WRITING AS SOON AS YOU CAN TO AVOID MISUNDERSTANDINGS.16.ASK A SPECIFIC QUESTION IF YOU WANT TO HEAR A SPECIFIC ANSWER.17.USE OPEN QUESTIONS TO GAIN INSIGHT INTO THE OTHER PERSON’S CHARACTER, AND TO INVITE A RESPONSE. 18. WRITE A LIST OF QUESTIONS BEFORE YOU START A MEETING.19. DO NOT BE AFRAID TO PAUSE WHILE THINKING OF YOUR NEXT QUESTION. 20. SPEAK IN AS NATURAL A TONE AS POSSIBLE TO CREATE A WARM ENVIRONMENT.21. USE ASSOCAITIONS- ESPECIALLY STRIKING ONES- TO ENHANCE YOUR MEMORY.22 .MAKE SURE READING CONDITIONS- SUCH AS THE LIGHTING- ARE ACCEPTABLE.23. READ YOUR NOTES WHILE WHAT YOU HAVE RECORDED IS FRESH IN YOUR MIND.24 MARK PASSAGES IN BOOKS, AND MAKE NOTES AFTERWARD. 25.USE COLOR AND ILLUSTRATINS TO MAKE YOUR MIND MAPS WORKS OF ART.26. EPHASIZE KEY NOTES WITH HIGHLIGHTER PENS.

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LEARNING THE BASICS WORKING TOWARD BETTER COMMUNICATION UNDERSTANDING BODY LANGUAGE UNDERSTANDING AND USING GESTURES LEARNING QUESTIONS READING EFFICIENTLY TAKING NOTES

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WORKING TOWARD BETTER COMMUNCIATION BEING EFFECTIVE

EFFECTIVE COMMUNCATION HINGES ON PEOPLE UNDERSTANDING YOUR MEANING, AND REPLYING IN TERMS THAT MOVE THE EXCHANGE FORWARD-PREFERABLEY IN THE DIRECTION YOU WOULD LIKE TO GO. COMMUNICATION TO GET THINGS DONE, PASS ON THE OBTAIN INFORMATION, REACH DECSIIONS, ACHIEVE JOINT UNDERSTANDING, AND DELVEOP RELATIONSHIPS.

RECOGNIZING BARRIERS COMMUNICATING POSTIVELY

BREAKING DOWN BARRIERS IS ONE OF THE FIRST STEPS TOWARD GOOD COMMUNICATION.

MAINTAIN EYE CONTACT, LISTENING TO WHAT THE OTHER PERSON IS SAYING, AND MIRRORING BODY LANGUAGE ALL HELP YOU TO COMMUNCATE SUCCESSFULLY.

EXAPLES: FACING THE PERSON YOU ARE TALKING

TO SHOWS YOU ARE NOT AFRAID TO LISTEN TO WHAT IS SAID

TILTING YOUR HEAD SLIGHLY SHOWS YOU ARE LISTENING

BREAK DOWN BARRIERS BY ADOPTING THE OTHER PERSON’S POSE AND ACTIONS

LOOK THE OTHER PERSON IN THE EYE ACHIEIVNG CLARITY

THREE RULES: BE CLEAR IN YOUR OWN MIND ABOUT WHAT YOU WANT

TO COMMUNCIATE DELIVER THE MESSAGE SUCCINCTLY ENSURE THAT THE MESSAGE HAS BEEN CLEARING AND

CORRECTLY UNDERSTOOD GOOD COMMUNICATION MEANS SAYING WHAT YOU

MEAN AND FULL.Y COMPREHENDING ANY FEEDBACK

CHOOSING METHOD WRITTEN WORD SPOKEN WORD

(BEST FORM OF COMMUNICATION) ELECTRONIC MEDIA: E-MAIL

(HYBRID FORM OF SPEECH AND WRITING) CULTURE DIFFERENCES

COMBINING METHODS FIVE MAIN TYPES:

WRITTEN WORD SPOKEN WORD SYHMBOLIC GESTURES VISUAL IMAGES MULTIMEDIA

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TYPE OF COMMUNICATION

EXAMPLES USEFULNESS

WRITTEN WORD

LETTERS, MEMOS, REPORTS, PROPOSALNOTES, CONTRACTS, SUMMARIES, AGENDAS, NOTICES, REGULATIONS, MINUTES, PLANS, DISCUSSION DOCUMENT

THE WRITTEN WORD IS THE BASIS OF ORGANIZAITONAL COMMUNICATION, AND IS USED BEAUSE IT IS RELATIVELY PERMANENT AND ACCESSIBLE

SPOKEN WORD

CONVERSTATIONS, INTERVIESW, MEETINGS, PHONE CALLS, DEBATES, REQUESTS, DEBRIEFINGS, ANNOUNCEMENTS, SPEECHES

VERBAL EXCHANGES IN PERSONA ND BY PHONE ARE USED BECAUSE OF TERI IMMEDIACY;THEY ARE THE CHIEF MEANS BY WHICH ORGANIZATIONS WORK ON A DAY-TO-DAY BASIS

SYMBOLIC GESTURES

GESTURES, FACIAL EXPESSIONS, ACTIONSDEEDS, TONE OF VOICE, SILENCE, STANCE, POSTURE, MOVEMENT, IMMOBILITY, PRESENCE, ABSENCE

ACTIONS AND BODY LANGAUGE PROFOUNDLYH BUT UNCONSICOULY AFFECT PEOPLE= PROPAGANDA DEPENDS ON MANIPULATION OF POSITIVE AND NEGATIVE SIGNS

VISUAL IMAGES

PHOTOGRAPHS, PRINTINGS, DRAWINGS, ILLUSTIROANS, GRAPHICS, CARTOONS, CHARTS, VIDEOS, LOGOS, FILM, DOODLES, COLLAGES, COLOR SCHEMES

VISUAL IMAGES ARE USED BECAUSE THEY CONVEY POWERFUL CONSCIOUS AND UNCONSCIOUS MESSAGES

MULTIMEDIA

TELEVISION, NEWSPAPERS, MAGAZINES, LEAFLETS, BOOKLETS, FLYERS, POSTERS, INTERNET, INTRANET, RADIO, CASSETTES, CD-RODMS

MEDIA ARE ESPECIALLY USEFUL WHEN THEY CAN BE PARTICIPATIVE, THE MORE PROFESSIONAL THE USE OF MULTIMEDIA, THE MORE EFFECTIVE AND PRODUCTIVE THEY ARE LIKLEY TO BE

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UNDERSTANDING BODY LANGUAGE READING BODY LANGUAGE

A ROUTE TO UNDERSTAND THE REAL OPINIONS OF OTHERS

CONQUERING NERVES THE NERVOUSNESS PEOPLE FEEL BEFORE

MAKING A PRESENTATION OR ATTENDING AN INTERVIEW IS VERY NATURAL.

USE BODY LANGUAGE TO APPEAR MORE CONFIDENT THAN YOU FEEL BY MAKING A CONSCIOUS EFFORT TO SMILE AND TO RELAX YOUR ARMS.

LOOK PEOPLE IN THE EYE WHILE YOU ARE TALKING OR LISTENING TO THEM, KEEP YOUR POSTURE COMFORTABLY STRAIGHT, AND DO NOT FIDDLE WITH YOUR HANDS.

CULTUREAL DIFFERENCES KEEPING YOUR DISTANCE

LEAVING AN ACCEPTABLE DISTANCE BETWEEN PEOPLE IS PART OF BODY LANGUAGE, AND THIS DISTANCE CHANGES DEPENDING ON SITUATION.

CREATING AN IMPRESSION FIRST IMPRESSION IS VERY IMPORTANT! CHECK YOUR APPEARANCE IN A MIRROR TO

MAKE SURE YOU LOOK GOOD. MAKING AN IMPACT

GROOMING AND POSTURE ALWAYS CREATE AN IMPRESSION.

RIGHT NEAT HAIR UPRIGHT POSTURE NEATLY BUTTONED JACKET SHINING SHOES

WRONG MESSY HAIR CRUMPLED T SHIRT SLOVENLY STANCE DIRTY SHOES

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UNDERSTANDING AND USING GESTURES RECOGNIZING GESTURES

USE GESTURES FOR EMPHASIS OVER-ASSERTIVE GESTURES CAN ALIENATE

PEOPLE SINGLE GESTURES MAY COMBINE TO FORM

COMPLEXT PATTERNS CULTURAL DIFFERENCES

GIVING BODY SIGNALS LISTENING WITH APPROVAL

HEAD ON CHIN INDICATES APPRAISAL APPROVIING LISTENING IS SHOWN HERE BY THE

SLIGHT TILT OF THE HEAD TOGETHER WITH FRIENDLY EYE CONTACT

PAYING ATTENTION RAISED EYEBROWS INDICATE INTEREST EYES MAKING CONTGACT AND THE BODY

LEANRING FORWARD SHOW ALERTNESS AND READINESS TO ASSIST THE SPEAKER.

EMPHASIZING A POINT GESTURING WITH YOUR HAND ADDS EMPHASIS USING A HAND TO GESTURE EMPHATICALLY IS

ONE WAY OF REINFORACING A VERBAL POINT SHOWING UNCERTAINTY

INDIRECT GAZE ADDS TO SENSE OF UNCERTAINTY PEN-BITTING IS A THROWBACK TO THE NEED TO

BE NURSED. THIS SHOWS FEAR AND A LACK OF CONFIDENCE.

NEEDING REASSURANCE ARM WRAPPED AROUND BODY IS A FORM OF

SELF-COMFORT ONE HAND AROUND THE NECK AND THE OTHER

AROUND THE WAIST SHOW A NEED OF REASURANCE.

EXPRESSING CONFLICT KNITTELD BROW AND CLOSED EYES SHOW

DOUBT THE CLOSED EYES AND NOSE-PINCHING REVEDAL

INNER CONFUSION AND CONFLECT ABOUT WHAT IS BEING HEARD

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LEARNING TO LISTEN SHOWING ATTENTIVENESS

SEARCH OF INFORMATION WORKING RELATIONSHIP NEED TO SPEAK TO GET A RESPONSE DO NOT DOMINATE THE CONVERSATION ASK OPEN QUESTIONS TO LEAD DISCUSSION KEEP RESPONSES BRIEF REPEAT KEY WORDS TO REMEMBNER WHAT

IS BEING SAID INTERPRETING DIALOGUE

TAKE STATEMENTS AT FACE VALUE WITHOUT READING HIDDEN MEANINGS INTO WHAT IS BEING SAID.

TEST YOUR UNDERSTANDING BY REPHRAISING STATEMENTS AND REPEATING THEM TO THE SPEAKER CLEAR THAT YOU HAVE UNDERSTOOD

EACH OTHER OR MAY CORRECT YOU AND CLARIFY THEIR STATEMENT.

PHYSICAL SIGNS: EVASIVE EYE CONTACT

VERBAL SIGNS NLP: NEURO-LINGUSITIC PROGRAMMING

LISTENING AND MIRRORING LIGHTLY CLAPSED HANDS DIRECT EYE CONTACT CLOSED-CONTACT CLOSED-MOUTH SMILE ATTENTIVE POSTURE

RECOGNZING PREJUDICE WHAT YOU SEE OR HEAR FULFILLS YOUR

OWN EXPECTATIONS INFLEXIBLE MIND-SET INFLUENCED STEROTYPICAL VIEWS INFLUENCED BY OTHERS AND OFTEN ADOPT

OPINIONS WITHOUT THINKING

OVERCOMING PREJUDICE PERSONAL PREJUDICES MAY BE DIFFICULT TO

READICATE BECAUSE THEY ARE INBUILT AND EXIST REGARDLESS OF THE BEHAVIOR OR CHARACTER OF OTHER PEOPLE.

AVOIDING FAVORITISM EXAMPLE:

MANAGER HAS SEVERAL PRECONCEIVED OPINIONS

OPEN-NECKED SHIRT NOT CONSIDERED APPROPRIATE BY MANAGER

CONFIDENCE WOMAN PUT MANAGER ON THE DEVENSIVE

CLOTHING MIRROS, WHAT MANAGER IS WEARING AND GAINS APPROVAL

RESPONDING TO SOMEONE FIRST STEP TO WHAT YOU HEAR IS TO LISTEN

PROPERLY. IF YOU ARE PREPARING ANSWER OR ARE

THINKING ABOUT WHAT TO SAY NEXT WHILE YOU SHOULD BE LISTENING, YOU ARE NOT GIVING YOUR FULL ATTENTION TO WHAT IS BEING SAID. IN YOUR RESPONSE, OUTLINE WHAT YOU HAVE UNDERSTOOD SO FAR. IF YOU NEED REPETITION, FURTHER EXPLANATION, OR EXTRA INFORMATION, DO NOT HESTITATE TO ASK FOR IT.

ACTING ON WHAT YOU HEAR COMMUNICATION IS AN END IN ITSELF- AN

UPDATE ON PROGRESS WHAT YOU MUST NEVER DO IS PROMISE AN

ACTION AND FAIL TO DELIVER FAILURE TO ACT ON THE SURVEY FINDINGS

MEANS YOU HAVE NOT LISTENED AND INSTEAD DELIVERS A HARMFUL MESSAGE

KEEP YOU PROMISES AND TAKE ACTION AS SOON AS POSSIBLE

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LISTENTING SKILLSTYPE OF LISTENING PUTTING METHODS INTO PRACTIC

EMPATHIZING

DRAWING OUT THE SPEAKER AND GETTING INFORMATION IN A SUPPORTIVE, HELPFUL WAY

EMPATHIZE BY IMAGINING YOURSELF IN THE OTHER PERSON’S POSITION, TRYING TO UNDERSTAND WHAT THEY ARE THINKING, AND LETTING THEM FEEL COMFORTABLE. POSSIBLY BY RELATING TO THE EMOTIONAL EXPERIENCES. PAY CLOSE ATTENTION TO WHAT THE PERONS IS SAYING, TALK VERY LITTLE, AND USE ENCOURAGING NODS AND WORDS.

ANALYZING

SEEKING CONCRETE INFORMATION AND TRYING TO DISENTABLE FACT FROM EMOTION

USE ANALYTICAL QUESTIONS TO DISCOVER THE REASONS BEHIND THE SPEAKER’S STATEMENTS, ESPECIALLY IF YOU NEED TO UNDERSTAND A SEQUENCE OF FACTS OR THOUGHTS. ASK QUESTIONS CAREFULLY, SO YOU CAN PICK UP CLUES FORM THE ANSWERS AND USE THE PERSON’S RESPONSES TO HELP YOU FORM YOUR NEXT SET OF QUESTIONS.

SYNTHESIZING

PROACTIVELY GUIDING THE EXCHANGE TOWARD AN OBJECTIVE

IF YOU NEED TO ACHIEVE A DESIRED RESULT, MAKE STATEMETNS TO WHICH OTHERS CAN RESPONDE WITH IDEAS. LISTEN AND GIVE YOUR ANSWERS TO OTHERER’S REMARKS IN A WAY THAT SUGGESTS WHICH IDEAS CAN BE ENACTED AND HOW THEY MIGHT BE IMPLEMENTED. ALTERNATIVELY, INCLUDE A DIFFERENT SOLUTION IN YOUR NEXT QUESTION.

LISEN – RESPOND—ACTLISTENING FIRST: LISTEN CAREFULLY TO WHAT IS SAID, AND FINALLY TAKE ACTION

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ASKING QUESTIONS KNOWING WHAT TO ASK

THE RIGHT QUESTIONS OPEN THE DOOR TO KNOWLEDGE AND UNDERSTANDING.

THE ART OF QUESTIONING LIES IN KNOWING WHICH QUESTIONS TO ASK WHEN.

ADDRESS YOUR FIRST QUESTION TO YOURSELF.

PREPARE A LIST OF QUESTIONS AND CHECK OFF THE ANSWERS YOU RECEIVE .

IF NEW QUESTIONS OCCUR TO YOU WHILE TALKING, LIST THEM DOWN AND ASK THEM LATER.

CHOOSING QUESTIONS WHEN PREPARING QUESTIONS IN ADVANCE,

ALWAYS LOOK AT THE TYPE OF QUESTION THAT BEST MEETS YOUR AIMS.

MAY WANT TO INITIATE A DISCUSSION OBTAIN SPECIFIC INFORMATION ATTAIN A PARTCULAR END SEND A COMMAND

STRIKING THE RIGHT TONE YOUR TONE OF VOICE IS A PART OF

COMMUNICATION IN ITSELF. THE WRONG TONE MAY GENERATE A

COUNTER-PRODUCTIVE RESPONSE, SO WORK ON IMPROVING YOUR ABILITY TO MANAGE YOUR TONE OF VOICE.

TYPES OF QUESTIONS:

OPEN

QUESTION DOES NOT INVITE ANY PARTICULAR ANSWER, BUT OPENS UP DISCUSSION

CLOSED

QUESTION IS SPECIFIC AND MUST BE ANSWERED WITH A YES OR A NO, OR WITH DETAILS AS APPROPRIATE.

FACE-FINDING

QUESTIONIS AIMED AT GETTING INFORMATION ON A PARTICUALR SUBJECT.

FOLLOW-UP

QUESTION IS INTENDED TO GET MORE INFORMATION OR TO ELICIT AN OPINION

FEEDBACK

QEUSTION IS AIMED AT GETTING A PARTCULAR TYPE OF INFORMATION

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READING EFFICIENTLY READING EFFECTIVELY

TWO COMMON METHODS: READ AND FULLY UNDERSTAND A PASSAGE ARE

TO READ IT SLOWLY TO READ IT AND THEN GO BACK OVER IT

LEARNING TO SKIM SKIMMING CAN HELP YOU MANAGE YOUR

TIME AND REDUCE HOURS SPEND READING IMPROVING YOUR SPEED

READ FOR 20 MINUTES ELIMINATE DISTRACTIONS MAKE SURE YOU ARE COMFORTABLE SITE UPRIGHT, IN GOOD LIGHTING, WITH YOUR

BOOK FLAT. IMPROVING MEMORY

AVERAGE: TAKES ABOUT 7 HOURS TO READ A REASONABLE LONG BOOK

READING AND UNDERSTANDING AT A FASTER RATE DO NOT HELP IF YOU FORGET WHAT YOU HAVE READ, SO YOU MAY NEED TO IMPROVE YOUR MEMORY SKILLS.

MEMORY IS STRONGEST AFTER A FEW MINUTES. AN EFFECTIVE WAY TO LEARN FROM BOOKS IS TO STUY FOR AN HOUR, WAIT FOR A 10TH OF TIME SPEND STUDYING, REVIEW WHAT YOU HAVE STUDIED, AND THE WAIT FOR 10 TIME THE STUDY PERIOD BEFORE YOU REVIEW AGAIN

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TAKING NOTES TAKING LINEAR NOTES

WRITE DOWN KEY POINTS WHILE TAKING NOTES AS THE OTHER PERSON IS TALKING

USING SPEED WRITING TT that TH the T to and it R are S is V very F of G ing D -ed

USING MIND MAPS Devised by Tony Buzan CREATING MIND MAP

PUT THE THEME IN THE CENTER OF THE PAGE. AS IDEAS COME INTO YOUR MIND, PRINT WORDS ON BRANCHES OR LINES . LINK RELATED IDEAS AND ARROS. USE LOTS OF COLOR AND IMAGES TO HELP YOUR MEMORY

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SUBJECT OF MIND MAP KEY FEATURES

COLOR WORDS IDEAS

THOUGTHS SUGGESTION

IMAGES

USES TAKING NOTES

SPEECHES MEETINGS PRESENTATIONS

PLANNING AND ORGANIZING WORK LEISURE

LEARNING MEMORY

STIMULATING CREATIVITY

BAINSTORMING

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STICKY NOTESEXCHANGING INFORMATION

27. STAND UP TO GREET OR SAY GOOD-BYE TO PEOPLE – IT IS RUDE TO STAY SEATED.28. WHEN GIVING POSTIIOVE FEEDBACK, STATE REASONS FOR YOUR PRAISE. 29. LET STAFF KNOW WHAT EFFORTS YOU ARE MKING TO RELAY INFORMATION. 30. IF IN DOUBT ABOUT WHETHER OR NOT YOU SHOULD PASS ON INFORAMTION, DO SO. 31. WASTE NO TIME ON PEOPLE WHO REFUSE TO UNDERSTAND YOU. 32. KEEP A CLOCK ON YOUR DESK TO MONITOR THE TIME YOU SPEND ON CALLS. 33. USE FEATURES SUCH AS “CALL WAITING” TO INCREASE YOUR EFFECTIVENESS.34. IF YOU SAY YOU WILL RETURN A CALL, MAKE SURE YOU DO. 35. END TELEPHONE MESSAGES BY REPEATING YOUR NAME AND NUMBER. 36. CHANGE YOUR RECORDED PHONE MESSAGE AS AND WHEN YOUR CIRCUMSTANCES CHANGE. 37. GET EXPERT ADVICE ON THE BEST USE OF INFORMATION TECHNOLOGY38. EXPERIMENT WITH NEW WAYS OF EXPLOITING THE INTERNET. 39. USE E-MAILS “REPLY” FEATURE TO RESPOND SWIFTLY. 40. VISUALIZE THE READER WHEN YOU ARE WRITNG A LETTER OR REPORT.41. DELEGATE WRITING ROUTINE REPLIES TO AN ASSISTANT. 42. AVOID USING COMPLICATED, UNUSUAL WORDS OR ABSTRACT TERMS – THEY MAY OBSCURE

YOUR MEANING. 43. ORDER YOUR THOUGHTS- EVEN MAKING NOTES- BEFORE YOU START WRITING A LETTER.

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EXCHANGING INFORMATION MAKING CONTACT PASSING ON INFORMATION USING THE PHONE USING INFORMATION TECHNOLOGY WRITING LETTERS

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MAKING CONTACT GREETING PEOPLE

USE FIRST NAMES AND AN INFORMAL SALUTATION GOOD MORNING

HOW ARE YOU?NICE TO SEE YOU

WITH STRANGERS, THE GREETING ALSO ACTS AS AN INTRODUCTION I’M JENNA DRODT

FOLLOWS UP WITH AN EXPRESSSION OF POLITE PLEASURE IT’S GOOD TO MEET YOU

IT IMPLIES FRIENDLY INTENT (CIVIL VERBAL)

USING BODY CONTACT MAY OR MAY NOT SHAKE HANDS MEET STRANGERS WITH AN EXTENDED

HAND AND OFFER A FIRM SHAKE AVOID OFFERING A LIMP HANDSHAKE-

IMPRESSION OF WEAKNESS BE AWARE OF CULTURAL RULES THAT

GREETINGS AFFECT BETWEEN SEXES WATCH YOUR POSTURE: RISE TO YOUR FEET

WHEN RECEIVING GUEST AND STAND STRAIGHT

ENDING MEETINGS WHEN A AGREEMENT HAS BEEN REACHED

OR A PRODUCTIVE MEETING IS ENDING, MAKE A POINT OF MEPHASIZING ITS SUCCESS WITH YOUR BODY LANGUAGE.

HOST: MAY WISH TO SAY GOOD-BYE WITH A HANDSHAKE, THE SAME ANANLOGY APPLIES TO THE MEETING’S ATTENDEES IF THEY ARE ON YOUR TERRITORY, THEY SHOULD BEHAVE WITH COURTESY.

IF THE MEETING HAS NOT BEEN EASY, REMAIN COURTEOUS AND CIVIL, BUT WITHOUT GLOSSING OVER THE FAILURE.

SAYING A WARM GOODBYE WARMER EXPERIENCE THAN SAYING

HELLO CULTURE DIFFERENCES

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PASSING ON INFORMATION FINDING INFORMATION

THE WORKFORCE’S NEED TO OBTAIN INFORMATION AND THE ABILITY OF ITS MANAGERS TO PROVIDE ALL TYPES OF INFORMATION IN THE RIGHT WAY ARE CRUCIAL ELEMENTS IN ANY ORGANIZATION. START BY FINDING OUT WHICH AREAS PEOPLE MOST WANT TO KNOW ABOUT.

JOB SECURITY, WORKING CONDITIONS, REWARD, LOCATION AND BENEIFTS ARE ALL IMPORTANT!!

BEING UNDERSTOOD DELIVERING A MESSAGE THAT MAY BE

MISUNDERSTOOD IS ALL TOO EASY. IT MAY HAPPEN BECAUSE YOU ARE NOT CLEAR ABOUT WHAT YOU WANT TO SAYOR BECAUSE YOUR LANGAGUE IS VAUGE EVEN THOUGH YOUR OBJECTIVES ARE CLEAR OR BECAUSE YOUR BODY LANGUAGE VERY SUBTLE CONTRADICTS YOUR VERAL MESSAGE

SOMEONE WHO ADVANCE WHAT THE MESSAGE IS AS YOU ARE COMMUNICATING WITH SOMONE– WITHOUT LISTENINGING TO YOU AND REGARDLESS OF WHAT YOU ACTUALLY TRYING TO SAY.

MISINTERPRETION IS TO REHEARSE YOUR MESSAGE WITH AN OBJECTIVE CRITIC

HAVE OTHER PEOPLE TO REPEAT YOUR MESSAGE SO THAT YOU CAN USE THEIR FEEDBACK TO CORRECT ANY MISAPPREHENSIONS.

USE POSTIIVE BODY LANGUAGE TO EMPHASIZE YOUR VERBAL MESSAGE

GIVING FEEDBACK FEEBACK IS ESSENTAIL TO COMMUNICATION TO

CHECK THAT YOU HAVE UNDERSTOOD THE OTHER PERSON’S MESSAGE, AND TO REACT TO WHAT THEY HAVE SAID AND DONE.

IT MAY BE DIFFICULT TO GIVE NEGATIVE FEEDBACK,, BUT REMEMBER THAT IT IS BAD MANAGEMENT TO AVOID DOING THIS. WHEN GIVING NEGATIVE FEEDBACK, FOLLOW THESE SIMPLE RULES TO AVOID ANY PROBLEMS. SHOW AN UNDERSTANDING OF EXACTLY WHAT WEN

WRONG, AND WHY DRAW OUT WAYS IN WHICH POOR PERFORMANCE

OR BEHAVIOR CAN IMPROVE USE QUESTIONING RATHER THAN ASSERTIONS TO

LET THE STAFF MEMBER KNOW WHAT YOU THINK, AND WHY.

AIM TO EXPRESS YOUR NAGATIVE OPINIONS HONESTLY, BUT IN A POSTITIVE MANNER

ABOVE ALL, TAKE NEGATIVE FEEBACK AWAY FROM THE EMOTIONAL ZONE BY EBING OBJECTIVE , NOT PERSONAL

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USING THE PHONE IMPROVING TECHNIQUE

WRITE DOWN IN ADVANCE WHAT YOU WANT TO COVER AND IN WHAT ORDER

SPEAK SLOWLY AND PACE YOURSELF WITH THE OTHER PERSON

ALWAYS BE POLITE AND FRIENDLY SMILE- A SMILING FACE ENCOURAGES A

SMILING VOICE AND INVITES A POSITIVE RESPONSE

READING FROM A PREPARED SCRIPT WRITE A LIST OF ALL THE THINGS YOU

NEED TO DISCUESS AND THEN CHECK THEM OFF AS YOU GO

WRITE OUT USEFUL PHRASES BEFORE PHONING

LEAVING MESSAGES LEAVING A MESSAGE

START WITH YOU NAME PHONE NUMBER TIME OF YOUR CALL

OUTGOING MESSAGE BE SPECIFIC ABOUT YOUR TIME OF RETURN,

OR SHOULD BE CONTACTED IN YOUR ABSENCE

GETTING THROUGH YOU WILL NOT BE ABLE TO COMMUNICATE

EFFECTIVELY IF YOU FAIL TO GET THROUGH TO THE CORRECT PERSON.

DO YOUR RESEARCH TO FIND THE NAME OF THE PERSON APPROPRIATE TO YOUR NEEDS

BUSINESS CALL: USE THE PERSON’S NAME AND THEN ANNOUCE YOUR NAME

WHEN YOU GET TO THE RIGHT PERSON, NEVER PUT DOWN THE PHONE WITHOUTR MAKING YOUR POINT

MANAGING TELEMARKETINGWORK FROM A SCRIPTDO NOT PAUSE OR STOP ONCE YOU HAVE STARTEDYOU “PLEASE” AND “THANK YOU”PUT A MIRROR ON THE DESK TO CHECK THAT YOU ARE SMILING-USE “I” VERY SPARINGLY

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USING INFORMATION TECHNOLOGY USING FAX

USEFUL FORM OF COMMUNICATION THAT CAN HELP YOU MANAGE YOUR TIME

VALUABLE FOR DOCUMENTS THAT NEED DELIVERY AND RESPONSE FAST THAN IS POSSIBLE BY MAIL

USING E-MAIL RULES

USE MEANINGFUL SUBJECT TITLES BE AS BRIEF AS POSSIBLE DISTINGUISH BUSINESS FROM

NONBUSINESS MAIL AVOID ATTACHING EXTRA FILES TO

YOUR E-MAIL IF YOU ARE MAILING TO A LOT OF PEOPLE AT ONCE

NEVER USE OBSCENE LANUGAGE OR INSULTS AND SHUN ANY RACIST OR SEXIST MAIL

USING THE INTERNET VALUABLE TOOL FOR ALL KINDS OF

RESARCH AND FOR INTERACTIVE DIALOGUES

SEND ONLY ESSENTIAL MESSAGEKEEP MESSAGE SHORTAVOID DELAYS IN REPLYING

SPEEDING COMMUNICATION MOST EFFECTIVE WAY TO IMPROVE THE

SPEED AND QUALITY OF COMMUNICATION AND INFORMATION FLOW IS TO CONTROL THE QUANITY.

WHENEVER YOU SEND A MESSAGE, ASK YOURSELF WHETHER YOU REALLY NEED TO – IF NOT, DO NOT SEND IT.

KEEP MESSAGES BREIF BECAUSE THE SHORTER THEY ARE, THE FASTER THEY CAN BE PROCESSED.

CHECK REGULAR REPORTS TO SEE IF ANYTHING CAN BE SHORTENED OR ELIMINATED.

FINALLY, DO NOT PROCRASTINATE OVER RESPONSES- IT IS BETTER, FASTER, AND MORE EFFICIENT TO ANSWER IMMEDIATELY AND KEEP YOUR DEAK CLEAR

22

WRITING LETTERS WRITING FOR RESULTS

ALL BUSINESS LETTERS HAVE A PURPOSE. RULES FOR LETTER WRITING:

MAKE THAT OBJECTIVE PERFECTLY CLEAR TO YOUR RECIPIENT

INCLUDE ALL THE INFORMATION THAT THE READ NEEDS TO ORDER TO UNDERSTAND YOUR AIM

RESIST THE TEMPTATION TO WRITE TOO MUCH – TYR TO FIT YOUR LETTER ON ONE SIE OF APPER IF YOU CAN.

ASK A FRIENDLY CRITIC TO READ ANY LETTERS DEALING WITH PROBLEMATIC SITUATIONS.

COMPOSING CLEAR TEXT THE KEY TO WRITING ANY BUSIENSS LETTER

CLEARLY AND CONCISELY IS TO KEEP YOUR WORDS SIMPLE AND TO THE POINT.

USE SHORT WORDS AND SENTENCE IN PREFERENCE TO LONG, AND ACTIVE VERBS RATHER THAN ARCHAIC TERMINOLOGY

USE NATURAL, UNFORCED DICTION DO NOT REVISE UNTIL YOU HAVE FINSIHED, AND

THEN CUT FEARLESS- EDITING ALWAYS IMPROVES THE IMPACT OF THE LETTER.

STRUCTURING LETTERS PRINCIPLES OF DIRECT MAIL

ATTRACT THE ATTENTION OF THE READER BY STATING WHY YOU ARE WRITING. USE HUMOR IF APPROPRIATE

ENGAGE THE READER’S INTEREST BY AROUSING HIS OR HER CUROSITY ABOUT WHAT YOU ARE SAYING

PROVOKE DESIRE IN THE READER BY MAKING YOUR PROPSOAL OR PRODUCT SOUND ATTRACTIVE

CONVICNE THE READER THAT YOUR LETTER RINGS TRUE BY SUPPYING REFERENCES OR GUARANTEES

STIMUALTE ACTION ON THE PART OF THE READER BY EXPLAINING WHAT YOU EXPECT HIM OR HER TO DO

GETTING THE WRONG RESULT WRITER HAS NOT BOTHERED TO FIND OUT A

CONTACT MEANING IS UNCLEAR GRAMMAR AND SPELLING ARE POOR LETTER IS MORE THAN ONE PAGE WRTER GIVES IRRLEVANT DETAILS

GETTING THE RIGHT RESULT EXPLAINS REASON FOR LETTER HAS WRITTEN LETTER ON JUST ONE PAGE KNOWS TO WHOM TO SENT THE LETTER SHOWS A POSITIVE OUTLOOK SUGGESTS THE NEXT STEP

23

PRODUCING A PERFECT LETTER

PLAN WHAT YOU WANT TO SAY IN YOUR LETTER

WRITE THE WHOLE LETTER WITHOUT PAUSE

REREAD THE LETTER WHEN YOU HAVE FINISHED

EDIT THE LETTER BY CUTTING RUTHFLESSLY

CHECK SPELLING AND PUNCTUATIN, THEN SEND

24

STICKY NOTESACQUIRING MORE SKILLS

44. LEAN TOWARD GIVING TOO MUCH AUTONOMY RATHER THAN TOO LITTLE. 45. AVOID OVERBREIFING YOUR STAFF, SO THEY HAVE A CHANCE TO USE THEIR INITIATIVE. 46. IF YOU FEEL A PROJECT AS BRIEFED IS NOT WORKING OUT, DO A REBRIEF FAST. 47. ASK ALL THOSE INVITED TO A MEETING TO COME WELL PREPARED. 48. REMEMBER THAT A “GOOD MORNING” IS ONE THAT HAS PRODUCED RESULTS. 49. LISTEN TO YOUR STAFF. COACHING OR CONSELING MAY PROVIDE SOLUTIONS TO DISCONTENT. 50. BE WARE OF YOUR STAFF’S PROBLEMS, BECAUSE THEY AFFECT PERFORMANCE. 51. CIRCULATE ALL RELEVANT PAPERS BEFORE THE START OF A MEETING. 52. IF A MEETING IS MAILY FOR MAKING DECISIONS, BE SURE THEY ARE MADE. 53. IF YOU ARE ACTING AS CHAIRPERSON, DO NOT MANIPULATE THE MEETING TO YOUR OWN

ADVANTAGE. 54. USE HUMOR WHEN APPROPRIATE TO HELP PRODUCE A CONSENSUS. 55. MAKE SURE YOU STAT TO THE TIME LIMITS FOR EACH ITEM ON AN AGENDA. 56. FINISH YOUR SPEECH BEFORE THE ALLOTTED TIME RATHER THAN LONG AFTER IT. 57. KEEP PHYSIUCAL BACKUPS IN CASE IF TECHNOLOGY FAIILS. 58. ASK QUESTIONS OF THE AUDIENCE IF IT IS SLOW TO ASK QUESTIONS OF YOU. 59. SPEAK FOR 20-45 MINTUES MAXIMUM FOR PRESENTATION. 60. IF POSSIBLE, INVITE A FAMOUS SPEAKER TO A SEMINAR OR CONFERNECE. 61. CHECK REGULARLY THAT STAFF MEMBERS ARE GETTING THE TRAINING THEY NEED. 62. ASK OTHER MANAGERS IF THEY WOULD LIKE TO SPEAK AT SEMINARS. 63. GET SOME RECOMMENDATIONS IF SELECTING A NEW CONFERENCE SITE. 64. IF YOU WANT TO “SOFT SELL”, MAKE YOUR POIN IN THE FORM OF A QUSTION.

25

STICKY NOTESACQUIRING MORE SKILLS

65. LISTEN TO OBJECTIONS FORM POTENTIAL CUSTOMERS – THEY MAY GIVE CLUES TO HELP YOU MAKE THE SALE.

66. ASK A COLLEGUE TO READ YOUR BUSINESS LETTERS TO CHECK THEY ARE CLEAR. 67. APPROACH ANY SALE AS A JOINT EXERCISE BETWEEN YOU AND THE BUYER. 68. CHOOSE NATURALLY DIFFERING PERSONALITY TYPES IN YOUR NEGOTIATING TEAM. 69. THINK ABOUT YOUR IDEAL OUTCOME AND HOW YOU CAN ACHIEVE IT. 70. SHARE HELPFUL INFORMAITON WITH SUPPLIERS – LONG TERM, IT MAKE HELP YOU WIN A

BETTER DEAL. 71. REMEMBER THAT PEOPLE SELDOM GO ON STRIKE OVER NONPAY ISSUES. 72. BE RUTHLESS: CUT OUT ALL UNCESSARY WORDS IN YOUR REPORT. 73. TAILOR REPORTS TO SUIT WHAT YOU KNOW ABOU THE RECIPIENTS. 74. SEIZE OPPORTUNITIES TO PRESENT YOUR REPORT IN PERSON TO AN AUDIENCE. 75. AVOID MAKING ANY UNSUPPORTED ASSERTIONS OR CONCLUSIONS. 76. ENLIST ALLIES IN PREPARING AND LOBBYING FOR YOUR PROPOSAL. 77. ASK YOURSELF HONESTLY WHY ONE PROPOSAL MIGHT FAIL AND ANOTHER MIGHT

SUCCEED. 78. USE SOFT-SELL TECHNIQUES TO GET YOUR PROPOSAL ACCEPTED. 79. ADD MEANINGFUL HEADLINES AND CAPTIONS – PEOPLE READ THEM FIRST. 80. USE COLOR IMAGES, GRAPHS, AND CHARTS IN DOCUEMTNS WHEN POSSIBLE.81. KEEP AN EYE ON DESIGN WORK AS IT PROGRESSES SO YOU CAN HEAD OFF ERRORS OR

REBRIEF EARLY.

26

ACQURING MORE SKILLS

BRIEFING EFFECTIVELY COMMUNICATING ONE TO ONE CHAIRING MEETINGS SUCCESSFULLY REACHING AN AUDIENCE COMMUNCATING TO SELL NEGOTIATING TO WIN COMPILING REPORTS WRITING PROPOSALS MAKING A VISUAL IMPACT

27

BRIEFING EFFECTIVELY SELECTING A BRIEF

ABOUT ACTION TO BE TAKEN IN THE FUTURE MAY BE DEBRIEFING REPORTS THAT EXPLAIN

WHAT HAS HAPPENED AND WHY GIVING PEOPLE INFORMATION

COMPILING A BRIEF PUT THE AIM AT THE TOP GIVE RESOURCES AVAILABLE PROVIDE A TIME HORIZON DESCRIBE THE METHOD IF THE BREIF IS TO PRODUCE A DOCUMENT,

IDENTIFY TO WHOM THIS SHOULD BE SENT

STRUCTURING A BREIF A WRITTEN BRIEF SHOULD BE A CLEAR

DOUCMENT, SETTING OUT EXACTLY WHAT HAS TO BE DONE, WHEN, AND HOW. IF RELEVANT, STATE THE BUDGET ALLOWANCE, PLUS THE DATES OF ANY APPROVAL STAGES.

DELEGATING POWER STATE HOW MUCH YOU EXPECT TO BE KEPT

INFORMED WHETHER YOU WILL ISSUE FURTHER

INSTRUCTIONS INCLUDE THE TIMEING OF REVIEWS IF IT’S A

LONG TIME SPAN

BRIEFING DOCUMENT OBJECTIVE IS CLEARLY STATED AVAILABEL RESOURCEA ND ADVICE ON BUDGE

ARE NOTED DEADLINE IS GIVEN ACTION NECESSARY TO ACHIEVE OBJECTIVE IS

OUTLINED. PEOPLE WHO SHOULD RECEIVE QEUSTIONNAIRE

ARE NOTED

28

COMMUNICATING ONE TO ONE MEETING FORMALLY

GET TO THE POINT QUICKLY STICK TO THE AGENDA SUM UP AT THE END MAKE SURE EVERYONE AGREES TO THE

SUMMARY METTING THE RELATIONSHIP BETWEEN A

MANAGER AND SUBORDINATE HAS A TENDENCY TO MOVE INTO ONE OFDOMINANCE AND SUBMISSION

TO MAKE MEETINGS PRODUCTIVE LISTEN TO THE PERSON AIM FOR RATIONAL DISCUSSION BE COURTEOUS CERTAIN DEGREE OF CONFRONTATION

MAY BE PERFECTLY HEALY AND UNAVOIDABLE

BEING PREPARED PREPARATION CAN MAKE ALL THE

DIFFERENCE BETWEEN A SATISFACTORY OR UNSATISFACTORY OUTCOME

EVERY TWO WEEKS – TO DISCUSS ANY PROBLEMS, DEFINE OBJECTIVES, AND DELIVER WRITTEN PERFORMANCE REVIEWS

MANAGERS DISTRIBUTE THE REVIEWS A FEW DAYS BEFORE HAND

COACHING STAFF GOOD MANAGERS MUST BE GOOD COACHES

WHO KNOW HOW TO ENCOURAGE STAFF TO RAISE THEIR PERFORMANCE AT WORK, IMPROVE THEIR KNOWLEDGE, AND REALIZE THEIR FULL POTENTIAL.

COACHING IS INHERENT IN THE WHOLE MANAGEMENT PROCESS AND SHOULD NOT BE CONFINED SIMPLY TO PERFOMANCE REVIEWS AND ANNUAL APPRAISALS

MANAGER- TAKE INITIATIVE BY SETTING STAFF GOALS – BY DISCUSSIONG ANY STRENGTHS AND WEAKNESSES

PEOPLE BEING COACHED GAIN IN CONFIDENCE AND PERFORMANCE – TAKE ON MORE RESPONSIBILITY FOR SETTING PERSONAL TARGETS ON MORE RESPONSIBILITY

COUNSELING STAFF PROBLEMS THAT ARISE EITHER FROM WORK

OR FROM PERSONAL LIFE CAN BE HELPED BY COUNSELING.

EXPLORING SOLUTIONS BEFORE YOU SUGGEST PROFESSIONAL

COUNSELING TO A STAFF MEMBER, CHECK THAT THEY AGREE THEY HAVE A PROBLEM THAT NEEDS HELP. <EET ON NEUTRAL TERRITORY, WHERE YOU WILL NOT BE INTERRUPTED BY PEOPLE OR PHONE CALLS.

THINGS TO DO:

1. TRY TO MEET STAFF FOR FORMAL ONE-TO-ONE MEETINGS AT LEAST MONTHLY

2. STICK TO AN AGENDA, AND MAKE SURE YOU AGREE ON ANY DECISIONS

3. REMEMBER TO LISTEN TO WHAT IS BEING SIAD, AND DO NOT DOMINATE THE MEETING

29

CHAIRING MEETINGS SUCCESSFULLY PREPARING FOR A MEETING

ASK YOUR SELF FOUR KEY QUSTIONS WHEN PREPARING FOR A MEETING WHAT THE MEETING FOR? WHY IT BEING CALLED? HOW WILL I KNOW IF IT HAS BEEN

SUCCESSFUL? WHO SHOULD ATTEND?

THESE QUSTIONS WILL DETERMINE WHETHER THE MEETING IS NECESSARY

ALL MEETINGS SHOULD HAVE A PURPOSE THAT WIL BE ACHIEVED BY THEIR END.

IF FINAL DECISIONS ARE NOT MADE- THERE SHOULD BE AN ACTION PLAN

OPENING A MEETING AFTER MAKING ANY NECESSARY

INTRODUCTIONS, REMIND ALL THOSE PRESENT OF THE MEETING’S PURPOSE, WHAT OUTCOME IT IS EXPECTED TO DELIVER, AND WHEN IT WILL END.

IF THERE ARE GROUND RULES – MUST STATE THEM RIGHT AWAY

PREVIOUS MEETING- MINUTES MAY NEED APPROVAL AND DSICUSSIONS, BUT DO NOT DISCUSS ANYTHING THAT ALREADY FEATURES ON THE AGENDA

CONDUCTING A MEETING STRIKE A BALANCE BETWEEN KEEPING THE

DISCUSSIONPROCESS MOVING BRISKLY FORWARD AND ENSURING THAT EVERYONE WHO WANTS TO SPEAK HAS A CHANCE TO STATE THEIR OPINON.

THE CUSTOM OF DEBATING AN ISSUE UNTIL A DECISION IS MADE CAN BE TIME-CONSUMING AND LEAD TO TESION

TO PREVENT THIS, ACT AS A TIMEKEEPER SET TIME LIMITS TO DISCUSSIONS IN ORDER

TO END THE MEETING AT THE APPOINTED TIME.

CLOSING A MEETING ALLOW YOURSELF ENOUGH TIME FOR

WINDING UP A MEETING. SUMMARIZE THE DISCUSSION AND CHECK

THAT OTHERSAGREE WITH YOUR ACCOUNT MAKE DECISIONS ABOUT UNFINISHED

BUSINESS AND RUN THROUGH THE IMPLEMENTATION OF ANY DECISION TAKEN.

ACTIONS WILL BE RESULT OF THE MEETING. ASSIGN EACH ACTION TO A PERSON AND

ATTACH A TIME TARGET FOR COMPLETION.

COMMUNICATION BY SCREEN

– USING VIDEO CONFERENCING

30

REACHING AN AUDIENCE PREPARING SPEECHES

GIVE YOURSELF ENOUGH TIME TO COMPOSE AND REHEARSE YOUR SPEECH – INCLUDING YOUR FINAL REVIEW.

WRITE OUT IN FULL TEXT FOR A 30 MINUTES SPEECH.

4,800 WORDS SUMMARIZE EACH THEME ADD A MATERIAL FOR EACH IN NOTE FORM

MAKING YOUR POINT ANY SPEECH IS A PERFORMANCE. IF YOU PLAN TO USE YOUR NOTES, MAKE THEM

BREIEF. GLACE AT COMPLEX WORD – RECALL COMPLEX

IDEAS. KEEP YOUR LANGUAGE CLEAR- SENTENCE

SHORT – SMOOTH FLOW WITH LOGICAL TRANSIITION BETWEEN POINTS

LAST POINT RELATE TO THE FIRST POINT GETTING THOUGH

THREE STEPS WHAT YOU GOING TO SAY SAY IT REPEAT WHAT YOU SAID

INTRODUCE THET MESSAGE – CONVEY THE MESSAGE – REPEAT THE MESSAGE

ENCOURAGING REACTION IF YOU CAN, SPEAK WITHOUT ANY NOTES AND

MOVE CONFIDENTLY AROUND TH STAGE. REMOVES PSYCHOLOGICAL BARRIER OF THE

PODIOUM AND MAKE YOU AND YOUR SPEECH MORE ASSCESSIBLE

AS YOU SPEAK – FOCUS ON THE CENTER OF THE AUDIENCE . PEOPLE LISTENING WILL USUALLY BE INCLINED TO FEEL POSITITVE TOWARD RATHER THAN HISTILE- ALLOW THEIR SUPPORT TO GIVE YOU CONFIDENCE.

MAKE EYE CONTACT AND ENCOURAGE THE AUDIENCE TO PARTICIPLATE

ASKING PEOPLE QUESTIONS MAKE THEM LAUGH ALSO BREAKS THE ICE

USING VISUAL AIDS OVERHEAD PROJECTOR SLIDE PROJECTOR SUPPORT YOUR AUDENCE WITH COPIES OF

NOTES AND VISUAL MATIERIALS PRESENTING SUCCESSFULLY

MAKE SURE YOUR BODYLANGUAGE POSITITVE USE GESTURES TO REINFORCE YOUR POINTS IF YOU ARE FLUENT AND CONFIDENCE WITHOUT

NOTES- DO NOT USE THEM TRAINING FOR RESULTS

LEADING A TRAINING SESSION FOR STAFF IS A VITAL FORM OF COMMUNICATION

SPEAK TO TRAINEES AS YOU WOULD TO ANY AUDIENCE: BE CONFIDENCE, MAKE EYE CONTACT, AND INVITE QUESTIONS.

FEEDBACK ON THE TRAINING ITSELF IS A VITAL CHECK FOR THE PROCESS IS WORTHWHILE.

31

REACHING THE AUDIENCE HOLDING A SEMINAR

INTERNAL SEMINARS AND WORKSHOPS PROVIDE TRAINING IN AREAS THAT ARE IMPORTANT TO AN ORGAINIATION.

SPEAKING AT A SEMINAR ASK THE ORGANIZER WHAT SUBJECT OTHER

SPEAKERS WILL BE COVERING TO MAKE SURE YOU DO NOT REPEAT EACH OTHER.

CHECK HOW LONG YOU WILL BE EXPECTED TO TALK AND WHETHER THERE WILL BE A QUESTION-AND-ANSWER SESSION AFTERWARD.

MAKE SURE YOU CAN HEAR THE AUDIENCE DO NOT TALK TOO QUICKLY AND KEEP AN EYE ON

A WATCH OR CLOCK TO ENSURE THAT YOU SPEAK ONLY FOR THE ALOTTED TIME.

DO’S AND DON’TS

DO CHECK ATTENDEES KNOW HOW TO GET THE SITE AND HAVE TRANSPORTATION.

DO PLAN A SCHEDULE OF EVENTS, INCLUDING REFRESHMENT BREAKS.

DO BE READY TO ADAPT THE AGENDA IN CASE PROCEEDINGS RUN LONG.

DON’T EXPECT PEOPLE TO MAKE IMPROMPTU, UNPREAPARED SPEECHES AT A CONFERNECE.

DON’’T INVITE PEOPLE TO SEMINARS IF THEIR PRESENCE IS NOT VITAL.

DON’T FORGET TO OBTAIN FEEDBACK TO CHECK ON AN EVENT’S SUCCESS.

PLANNING A CONFERENC CONFERENCES ARE MORE FORMAL AND LARGER

THAN SEMINARS SAME PURPOSE AS MEETINGS BASIS OF ANY AGENDA AND WILL PROVIDE A

SPRINGBOARD FOR DISCUSSIONST. REGRUIRES FIRST- CLASS SETTINGS, PROFESSIONAL PRESNETERS, EXCELLENT SETS AND AUIOVISUALS AND CAREFUL PLANNING.

IN ADVANCE- DECIDE WHO WILL ADDRESS THE CONFERENCE

ARRANGE FOR A GUEST SPEAKER TO LIVEN UP THE PROCEEDINGS AND MAINTAIN THE AUDIENCE’S INTEREST AND ENTHUSIASM

MAKE SURE ALL SPEAKERS KNOW WHEN THEY ARE EXPECTED TO MAKE THEIR SPEECH AND FOR HOW LONG THEY ARE SCHEDULED TO TALK.

CHOOSING A LOCATION LOCATION IS PART OF THE MESSAGE AND

SPEAKS VOLUMES TO THOSE WHO ARE ATTENDING.

THINK CAREFULLY ABOUT WHAT IS REQUIRED AND ALWAYS CHOOSEE A SITE FHAT IS SUITABLE FOR THE SCALE AND TYPE OF EVENT.

A SPACE THAT EASILY ACCOMMODATES EVERYONE

WORKSHOP – MEDIUM- SIZED ROOM BEFORE BOOKING A SITE – CHECK AVAILABLE

ELECTORNICS AND EQUIPMENTS, COMFORABLE SEATINGS AND CATERING.

32

COMMUNICATING TO SELL SOFTING SELLING

EXPLORING A SITUATION BY USING QUESTIONS AND LISTENING, RATHER THAN MAKING STATEMENTS

LETTING OTHERS REPLY, EVEN AT THE PRICE OF PAUSES.

SHOWING SYMPATHETIC UNDERSTANDING IF YOU ENCOUNTER RESISANCE BUT PERSERVING UNTIL THE OTHER PERSON ACCEPT YOUR VIEW.

USING SOFT SEELING TECHNIQUES SMILING AND USING UPTURNED HANDS WITH

OPEN PALMS ARE SOFT SELLING TECHNIQUES. BOTH ARE FRIENDLY, PERSUASIVE AND NON THREATING. THE HAND GESTGURE ALSO ADDS EMPHASIS.

HARD SELLING MAKING A FINAL OFFER STRESSING LOSS OF OPPORTUNITY EMPHASIZING A COMPETITIVE SITUATION MAKING A HARD CLEAR PROPOSITION PRESSING FOR IMMEDIATE AGREEMENT

SELLING BY WRITTEN WORD GAIN THE READERS’ INTEREST, KEEP TO THE

POINT, MAKE SURE YOUR CASE CONVINCING, AND END WITH A CONCISE, CLEAR AND POSITIVE SUMMARY.

UTILIZING COMPUTERS HAVING FACTS ON SCREEN CAN MAKE YOU

MORE EFFICIENT AND HELP YOU CL;OSE A DEAL.

33

NEGOTITATING TO WIN PREPARING FOR TALKS

START DECIDING ON YOUR OBJECTIVES DECIDE WHO WILL CONDUCT THE NEGOTIATION WILL IT BE ONE PERSON OR A TEAM? TEAM- WHO WILL BE FORM THE BEST

PARTNERSHIPS? ENSURE THE TEAM THOROUGHLY REASEARCHES

THE ISSUES AND THEIR POSTIONS. RESEARCH WILL HELP TO DETERMINE THE

AGENDA AGREE WITH THE OTHER SIDE HAVE THE TEAM DO AT LEAST ONE ROLE-PLAY

BEFOREHAND. MASTERING TECHNIQUES

WHEN YHOU ENTER NEGOTIATIONS G –WORKIN FOR THE OTHER SIDE’S NEEDS- YOU ARE TAKING MAXIMUM CONTROL WITH MINIMUM RISK.

GOOD TIMING IS CRUCUIL NED TO JUDGE WHAT THE OTHER SIDE IS

TAHINKING AND PICK YOUR MOMENT TO RAISE OR ALTER YOUR OFFER, REJECT A PROPOSAL, OR INTRODUCE A NEW ELEMENT. ALWAYS TRY TO SHIFT THE OPPOSITION FORM AN ADVERSARIAL STANCE TOWARDS AN ALLIANCE.

ASKING LEADING QUESTIONS IS ONE WAY TO SOFTEN YOUR STANCE WHILE GAINING ATTENTION, GETTING AND GIVING INFORMATION, AND STIMULATING THOUGHT.

NEGOTIATING TO BUY DECIDE EXACTLY WHAT YOU NEED DECIDE HOW MUCH YOU ARE PREPARED TO PAY SET YOURSELF A UPPER LIMIT AND DO NOT

EXCEEDS IT.

WORKING WITH SUPPLIER GET A NUMBER OF QUOTES W IN FROM MORE

THAN ONE SUPPLIER TO CREATE HEALTHY COMPETITION

CHOOSE THE BEST SUPPLIERS, AND NEGOTIATE IN A WAY THAT ACHIEVES LOWER COSTS AND SHARED PROFITS FOR BOTH SIDES.

BARGAINING WITH STAFF ONE-TO-ONE MEETINGS CAN BE USEFUL FOR

INDIVUDUAL NEGOTIATIONS WITH STAFF ON ISSUES LIKE QUALITY OF WORK AND PRODUCTIVITY.

CONCLUDE AN AGREEMENT- REMEMBER THAT IT HELPS IF THE OTHER SIDE THINKS THEY WON SOMETHING EVEN IF THEY HAVE NOT.

DEAL WITHHOSTILE PROFESSIONAL NEGOTAITORS AND THEIR DEMANDS ARE ABAOVE YOUR MAXIUM POSITION, KEEP CALM AND CONCENTRATE ON SECURING A RESULT WITHIN YOUR LIMITS.

STAGES OF NEGOTIATION

PLAN YOUR STRATEGY AND TACTICS PUT FORWARD YOUR PROPOSAL STATE YOUR POSITION AND BEGIN DEBATING BARGAIN WITH THE OTHER SIDE SUM UP AND RATIFY AGREEMENT

34

COMPILING REPORTS RESEARCHING A REPORT

IF YOU ARE RESERACHING ON AN ACTIVITY OF YOUR OWN CHECK EVERY FACT TO ENSUREA ACCURAC

WRITE DOWN WHAT YOU NEED TO KNOW AS A SERIES OF POINTS

NOTE THE SOURCES YOU CAN TAOP AND MATCH THEM TO THE POINTS, MAKING SURE EVERYTHING IS COVERED.

BEFORE FINALIZING- GET INFORMATION SUPPLIED BY ONE SOURCE CONFIRMED BY AT LESAT ONE OTHER REALIABLE AUTHORTHY.

STRUCTURING A REPORT WRITE THE PURPOSE OF A REPORT AND

SUMMARIZE ITS MAIN CONCLUSION IN YOUR OPEING PARAGRAPHS.

IN THE BODY OF REPORT- SUPPOR YOUR FINDINGS WITH EVIDENCE- SENT DOWN IN LOGICAL SEQUENCE, IN NUMBERED PARAPHRAPHS.

USE HEAIDNG, SUBHEADINGS, AND BULLET POINTS. - DRAWING ATTENTION TO KEY FACTGS

USE UNDERLINING AND BOLD TYPE FOR EMPHASIS

END THE REPORT WITH RECOMMENDATIONS FOR ACTION IN SUMMARY FORM.

ENSURING CLARITY UNSURE ABOUT CONCLUSION – STATE THE

ALTERNATIVES AND INVITE READERS TO MAKE UP THEIR OWN MINDS.

EPXRESS IN SHORT SENTENCES. ABOVE ALL- PUT YOURSELF IN THE READER’S

SHOES.

BEING CONCISE IF YOU CONCISE, YOU WILL REINFORCE THE

CLARITY OF YOUR REPORT. USE SHORT WORDS RATHER THANLONG ONES. SPEND TIME ON REPORT’S MAIN CONCLUSIONS

AND PLACE SMALLER SUMMARIES AT THE START OF EACH SESSION.

IMPROVE THE SENSE OF TEXT. PRESENTING A REPORT

IF YOU ARE GOING TO MAKE A VERBAL PRESENTATION OF YOUR REPORT, ASK YOURSELF WHAT MATTERS MORE: DELIBERATION OR IMPACT

MEETING : SHOULD DISTRBUTE YOUR REPORT AND GIVE A SUMMARY USING TECHNOLOGY .

MAKE SURE YOU COME TO THE MEETING WELL PREPARED FOR LIKELY QUESTIONS AND OBJECTIONS.

PRESENTING USING TECHNOLOGY

DO’S AND DON’TS

DO MAKE EACH REPORT INTERESTING. DO USE VERBATISM QUOTES FROM INTERVIEWEES. DO EMPHASIZE YOUR MOST IMPORTANT FINDINGS AND

FACTS. DO USE NUMBERED PARAGRAPHS TO MAKE CORSS-

REFERENCING EASIER AND TO KEEP POINTS SEPARATES.\ DO USE HEAIDNGS FOR CHANGES OR SUBJECT AND

SUBHEADINGS FOR RELATED THEMES. DON’T WAFFLE OR WRITE UNBROKEN LONG PARAGRAPHS. DON’T OVERUSE THE FIRST PERSON SINGULAR OR ALLOW

YOUR PERSONAL PREJUDICES TO SHOW. DON’T INDULDGE IN DIGRESSIONS OR GO OFF ON TANGENTS. DON’T DRAW CONCLUSIONS FROM INSUFFICIENT EVIDENCE. DON’T PRING YOUR REPORT WITHOUT THOROUGHLY

CHECKING YHOUR SOURCES.

35

WRITING PROPOSALS RESEARCHING A PROPOSAL

FIND OUT HOW THE PROPOSAL WOULD FIT COMPANY STRATEGY, AND IF THERE ARE ANY CONFLICTING RELEVANT ACTIVITIES THAT ARE EITHER UNDER WAY OR PLANNED FOR THE FUTURE.

FIND OUT WHICH ASPECTS MUST BE TAKEN INTO ACCOUNT, AND WHAT REPERCUSSIONS THESE MIGHT POSSIBLE HAVE FOR THE ORGANIZAITON

ASK THOSE IN A POSITION TO MAKE DECISION WHAT OBJECTIVES THEY WOULD LIKE TO ACHIEVE IN THE FORM OF SHORT-TERM, MEDIUM-TERM, AND LONG-TERM RESULTS.

PLANNING A PROPOSAL STRUCTURE A PROPOSAL FOLLOWING THE SAME

BASIC FORMAT AS A REPORT STATE THE PROPOSAL IN A SUMMARY AT THE

BEGINNING. USE HEADINGS AS YOU DEVELOP YOUR ARGUMENT. REPEAT YOUR MAIN POINTS IN A CONCLUSION AT THE

END. MAKE YOUR APPROACH UPEAT AND ENTHUSIASM TO

CONVICE OTHERS OF YOUR ABILITY TO DELIEVER THE PROPSED OUTCOME.

ANY RISK INVOLVED – FULLY CONSIDERED POTENTIAL DRAWBACKS AND CONCENTRATE ON POSITVE BENEFITS.

FOLLOWING UP WHEN YOU DISTRIBUTE A PROPOSAL, MAKE SURE

THAT THE RECIPIENTS KNOW WHEN AND HOW YOU PLAN TO FOLLOW IT UP, OR WHETHER YOU EXPECT A WRITTNE RESPONSE.

USEFUL TO FOLLOW UP WITH A MEETING WHERE THE RPOSOAL CAN BE DISCUSSED.

DRAFTING A PROPOSAL

SET OUT THE PROPOSAL EXPALIN WHY IT IS NEEDED AND WHAT IS CONTRIBUTE

S ESTIMATE THE RESOURCES REQUESTED AND SHOW

HOW THE PROPOSAL MEETS FINANCIAL CRITERIA SPECIFY WHO WILL BE RESPONSIBLE AND THE

PROPOSAL’S TIMESCALE CONCLUDE WITH A PLAN OF ACTION

QUESTIONS TO ASK YOURSELF

HOW MUCH WILL THE PROPOSAL COST, AND WHO WILL BE INVOLVED?

WHAT WILL BE THE BENEFITS ECONOMIC, MARKETING, QUALITY- IF THE PROPOSAL IS ACCEPTED?

HOW WILL THE PROPOSAL BE IMPLEMENTED? WHY IS IT BEING PUT FORWARD AT THIS TIME? WHY DO YOU BELIEVE THE PROPOSED PLAN WILL

SUCCEED?

36

MAKING A VISUAL IMPACT ASSESSING DESIGN NEEDS

AIM FOR THE HIGHEST PRACTICABLE DESIGN STANDARDS- APPROACH TO MEET THE NEED.

USING A DESIGNER ALWAYS LOOK AT A DESIGNER’S

PORTFOLIO GIVE THE DESIGNER A CLEAR BRIEF

AT THE OUTSET EXPALIN FULLY WHAT YOU WANT

DESIGNED DO NOT BE AFRAID TO REJECT THE

WORK AND REBREIF TO ENSURE THE ULTIMATELY YOU GET WHAT YOU WANT. REMEMBER YOUR JUDGEMENT SHOULD NOT JUST BE BASED ON WHETHER OR NOT YOU LIKE THE DESIGN BUT IT MUST MEETS THE BUSINESS AIMS.

DESIGNING FOR CLARITY CHOICE OF FONT, COLOR OR

ILLUSTRATED THAT FITS ITS PURPOSE.

GETTING IT WRONG TYPE LAYOUT IS VERY

UNPROFESSIONAL COLORED PAPER IS A BAD PLACE PICTURES ARE TOTALLY IRRELEVANT HEADING IS GIVEN TOO MUCH

PROMINENCE.

GETTING IT RIGHT ALIGHED TYPE IS EASY TO READ AIM OF PROPSOAL IS IN CLEAR BOLD

TYPE NUMBERS AND BULLETS HELP

LEGIBILITY TYPE IS WELL SPACED ON NEUTRAL

PAPER

37

STICKY NOTESCOMMUNICATION RESULTS

82. GET THE OPINION OF TRUSTED OUTSIDERS BEFORE FINALIZING A NEW LOGO.83. KEEP VISION AND MISSION STATEMENTS SHORT AND ACTION ORIENTED.84. CHECK LARGE CORPROATE WEB STITES TO SEE WHAT OTHERS ARE DOING. 85. GET YOUR PR PEOPLE TO HANDLE POTEIALLY DIFFICULT MEDIA SITUATIONS.86. IF YOU MEET A HOSITLE JOURNALIST, KEEP YOUR COOL- SAY NOTHING THAT COULD DAMAGE

GOOD PR.87. IF BAD NEWS BREAKS, ADMIT THE REALITY TO EVERYONE- ESPECIALLY YOURSELF. 88. BUY AND READ THE NEWSPPAERS AND MAGAZINES YOU WANT TO INFLUENCE.89. TREAT CAMERAS AND MICROPHONES AS IF THEY ARE FRIENDLY PEOPLE.90. IF YOU HAVE A GOOD RELATIONSHIP WITH THE PRESS, EXPLOIT IT TO THE FULLEST. 91. MAKE SURE YOUR PRODUCT MATCHES THE PROMISE, OR ADVERTISING WILL FAIL. 92. TARGET YOUR ADVERTISING FOR MAXIMUM IMPACT. 93. BE AS CREATIVE AS POSSIBLE- YOU CAN SUCCCEED ON A SMALL BUDGET. 94. USE PANELS OF CONSUMERS TO TEST ADVERTISEMENTS BEFORE RELEASE. 95. ATTEND SOCIAL EVENTS AT WORK TO GET INFORMAL FEEDBACK FROM STAFF. 96. GET PROFESSIOANL ADVICE ON MEDIA TECHNIQUES YOU CAN USE INTERNALLY. 97. USE LOGOS ON ALL STATIONERY TO PROMOTE COMPANY AWARENESS. 98. FIND OUT WHICH COLLEGUES ARE MOST SKILLED AT COMMUNICATING. 99. TALK HONESTLY TO STAF IF YOU WANT TO GET HONEST ANSWERS IN RETURN.100. IF MORE THAN ONE OR TWO MAKE THE SAME COMPLAINT, IT MAY BE WIDESPREAD. 101. IF YOU GET OLY POSITIVE FEEDBACK, IT MAY WELL NOT BE THE WHOLE TRUTH.

38

COMMUNICATING FOR RESULTS CREATING AN IDENTITY USING PUBLIC RELATIONS ADVERTISING EFFECTIVELY COMMUNICATING AT WORK CHECKING YOUR MESSAGE GETS THROUGH ASSESSING YOUR COMMUNCATION SKILLS

39

CREATING AN IDENTITY CONSIDERING IMAGE

THE TYPE OF CORPORATE IDENTITY YOU CHOOSE INFLUENCES THE WAY YOUR ORGANIZATION IS PERCIEVED. THE RIGHT IMAGE WILL STRONGLY INFLUENCE AUDIENCE PERCEPTIONS IN YOUR FAVOR. IDEALLY, A CORPORATE IDENTITY SHOULD MAKE A VISUAL IMPACT- PERHAPS INCLUDING A STRIKING LOGO OR THE USE OF COLORS – SINCE THIS IS THE KEY ELEMENT OF EFFECTIVE COMMUNICATION. BEFORE BRIEF ANYONE TO DESIGN A NEW IDENTITY, DECIDE WHAT IMAGE YOU WISH TO CONVEY, AND CHECK THAT YOU HAVE YOUR COLLEAGUES’ SUPPORT AND AGREEMENT.

CHANGING AN IDENTITY EVERY ORGANIZATION HAS AN IDENITY-

MEANING HOW IT IS PERCEIVED BY OTHERS – BUT MANY LEAVE THAT IDENTITY TO CHANCE. HOWEVER, IF YOU DO THIS YOU ARE NEGLECTING A POWERFUL MARKETING AND RECRUITMENT TOOL. TO CREATE AN EFFECTIVE CORPORATE IDENITY, YOU SHOULD DECIDE ON A CENTRAL PURPOSE AND STRATEGY, AS WELL AS THE IMAGE THAT YOU WANT TO CONVEY. COMPARE THAT DESIRED IMAGE WITH CURRENT PERCPETIONS, AND ACT TO CLOSE THE GAP.

USING AN IDENTITY HAVING SETTLED ON AN IDEINTY, AIM TO

USE EVERY PIECE OF DESIGN, FROM THE ORGANIZATION’S REPORTS TO LETTERHEADS, FROM INTERIORS TO LOGOS, TO DELIVER A COHERENT MESSAGE. ENSURE THAT THE IDENITY IS CONSISTENT IN ALL OF YOUR COMMUNCIATION MEDIA. MONITOR THE WAYS IN WHICH THE IDENITY IS USED. OCCASTIONALLY, YOU MAY NEED TO REVISE THIS USE, TO ENSURE THAT PERCEPTIONS MATCH YOUR STRATEGIC NEED.

USING WEBSITES: PROFESSIONALS WILL ALWAYS DO A BETTER JOB OF DEVELOPING A WEB SITE.

IF YOU COME ACROSS AN EFFECTIVE SITE, DO NOT HESTITATE TO COPY THE ELEMENTS THAT MAKE IT WORK, OR ADAPT THEM.

WATCH OUT FOR BAD HABITS, SUCE AS OVERUSING GRAPHICS.

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USING PUBLIC RELATONS RAISING YOUR PROFILE

AN ORGANIZATION’S REPUTATION IS ONE OF ITS MOST CRITICAL ASSETS.

THE ROLE OF PUBLIC RELATIONS IS TO BUILD AND ENHANCE A GOOD REPUTATION AND TO PREVENT OR MITIGATE DAMAGE TO THAT REPUTATION.

WORKING WITH PR PR MAY BE HANDLED BY MANAGEMENT OR BY

EMPLOYEES WHO ARE NOT NECESSAIRLY SPECIALISTS IN DEALING WITH PRESS OR PUBLICITY. PEOPLE MUST BE INFORMED ABOUT THINGS LIKELY TO GENERATE PUBLIC INTEREST.

EMPLOYHING CONSULTANTS IF YOU HAVE A NEW MESSAGE TO RELAY TO THE

PUBLIC, IT MAKES SENSE TO USE SPECIALIST pr CONSULTANTS.

USING PR EFFECTIVELY THE MAIN THING TO REMEMBER IN USING PR IS

THAT THE QUANTITY OF COVERAGE IS LESS IMPORTANT THAN QUALITY.

PR IS NATUALLY CHEEPER THAN ADVERTISING. DNEED TO WORK WITH PR TO DIVISE THE STRATEGY.

USING PRINT MEDIA BUY AND READ THE NEWSPAPER AND MAGAZINES

YOU WANT TO INFLUENECE. EDITORS CAN BE DEMANDING AND ASK FOR A

COPY.

USING RADIO RADIO PROVIDES COMPANIES WITH AN

ALTERNATIVE WAY TO REACH A LARGE TARGET AUDIENCE.

TALK TO RADIO PERSONALITEIS ON EQUAL TERMS AND GIVE HONEST ANSWERS.

TRY TO CONTROL THE INTERVIEW SO THAT YOU TALK THE MOST AND CAN GET YOUR MESSAGE ACROSS.

USING TELEVISION TELEVEISION IS AN EXTREMELY POWERFUL AND

SEDUCTIVE MEDIUM--- ACCEPT ANY INVITATIONS TO APPEAR ON TV AS LONG AS YOU ARE CONFIDENCEIN FRONT OF A CAMERA.

GET TRAINING IN HOW TO HANDLE AND INTERVIEW BEFOREHAND.

THE TECHNIQUE IS TO LOO AND B E ANTURAL AND TO ANSWER QUESITONS AS YOU WOULD AWAY FROM THE CAMERA

MANAGERS CAN GET VALUABLE PRACTICE FOR APPEARING ON TV BY TAKING PART IN VIDEO CONFERENCES AND BEING EXPOSED TO UNEXPECTED QUESTIONS.

TALKING TO JOURNALISTS JOURANLISTS ARE NOT INTERESTED IN SERVING

YOUR ENDS UT IN GETTING A GOOD STORY– PREFERABLE THAT BEATS THEIR COMPETITORES.

CONVERYING THE RIGHT MESSAGE WHEN TALKING TO JOURNALISTS, THINK

BEFORE YOU MAKE A RESPONSE, GIVE STRAIGHTFORWARD ANSWERS, AND SPEAK WITH CONFIDENCE.

EXAMPLE: EYE CONTACT SHOES LACK OF ANYTHING TO

HIDE OPEN BODY LANGUAGE CONVEYS WILLINGNESS

TO BE HELPFUL TAPING INTERVIEWS ENSURES YOU SHOULD BE

QUOTED ACCURATELY JOURNALIST TAKES OCCASIONAL NOTES TO

SUPPORT TAPED CONVERSATIONS

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ADVERTISING EFFECTIVELY PLANNING ADVERTISING

ALL AVERTISEMENTS CONVEY A PUBLIC MESSAGE ABOUT YOUR ORGANIZATION.

WHAT YOU ARE ADVERTISING AND THE SICE OF YOUR BEUDGE WILL INFLUENCE THE MEIDA YOU CHOOSE TV RADIO NEWSPAPERS MAGAZINES POSTERS BILLBOARDS INTERNET DIRECT MAIL

MEASURING AWARENESS REACHING MARKET IS CRUCIAL. JUDGING THE ADVERTISEMENT WHETHER IS

WORKING OR NOT. PROVIDE VALUABLE FEEDBACK.

USING INTERNET YOU CAN ADVERTISE PRODUCTS AND DIRECT

SELL SIMULTANEOUSLY IMAGES CAN MOVE, WHICH ADDS TO

EFFECTIVENESS COSTS ARE QUITE LOW COMPARED WITH OTHER

MEDIA THE WEB IS POTENTIALLY THE LARGEST SINGLE

MEDIUM FOR ADVERTISING MANY GOODS AND SERVICES, IN INDUSTRAIL PRODUCTS AS WELL AS IN CONSUMER AREAS.

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COMMUNICATING AT WORK WINNING OVER EMPLOYERS

EMPLOYERS ARE PEOPLE WHO DEPEND ON THEIR MANAGEMENT’S SERVICES FOR THEIR LIVELIHOODS.

ALL LINES OF COMMUCNAITION SHOULD BE OPEN BETWEEN DEPARTMENTS.

GOOD EMPLOYERS TAKE EVERY OPPORTUNITIY AND USE EVERY TRANSACTION WITH EMPLOYEES TO SHOW THAT THEY REALLY BELIEVE THAT PEOPLE ARE VALULABLE ASSETS.

COMMUNICATION IS IMPORTANT TO GET THIES MESSAGE ACROSS.

TARGET EMPLOYEES FOR OFFERS TAILORED TO THEIR NEEDS: CONTINUE EDUCATION, COMMUNITY PROJECTS, AND SPORT FACILITIES.

MARKETING FROM INSIDE MARKETING CAN OPERATE TO CATCH THE ATTENTION

OF PEOPLE, ENAGING THEIR INTEREST, AROUSING THEIR WISH TO PARTICIPATE, CONVINCING THEM TO FOLLOW THEIR LEAD, AND ENCOURAGING THE BEHAVIOR YOU WANT. REMEMBER NOT TO TALK THEM DOWN, JUST TELL THEM THE TRUTH.

TALKING UP THE TEAM MANAGER’S RESPONSIBILITY IS TO ADVERTISE OF

YOUR TEAM’S IMAGE AMONG PEERS AND SUPERIOURS. MAKE SURE YOU CREDIT STAFF FOR THEIR WORK STRIVE TO MANGERS AT CELEBRATIONS AND IN

TRATING OR STRATEGY SESSIONS. MAKE SURE THAT GOOD NEWS ABOUT THE

DEPARTMENT IS COVERED IN CORPROATE JOURNALISM AND SHOW OFF ANY ACHIEVEMENTS IN OUTSIDE PRESENTATION

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TYPE OF MEDIUM FACTORS TO CONSIDER

HANDOUTS

QUESTIONNAIRES, NOTICES, AND MEMOS

THERE ARE USEFUL TO EXPLAIN AND REPORT ISSUES AFFECTING EMPLOYEES, FOR EXAPLE, RESULTS OF ATTITUDE SERVEYS. EVEN IT KEPT AS BRIEF AND CONCISE AS POSSIBLE, HANDOUTS CREATES AN UNAVOIDABLE BUILDUP OF PAPER, AND ARE FREUENTLY TOSSED IN THE TRASH BASKETS UNREAD.

MEETINGS AT SOCAIL EVENTS

TEAM MEETINGS, SALES CONFERENCES, AND PRODUCT LAUNCHES

THESE ARE IDEAL OPPORTUNITIES FOR GENERATING MOTIVATION WITHIN THE ORGANIZATION OR TEAM. FUNCTIONS CAN BE EXPENSIVE BECAUSE THEY NEED CAREFUL PLANNING, PREPREATION, AND FOLLOW-UP. LARGER EVENT ALSO OFTEN

PUBLICATIONS

GLOSSY MAGAZINES AND DESTKOP-PUBLISHED NEWS SHEETS

TAKE CARE OF MATCH PUBLICATIONS TO EMPLOYEES’ LIKES, DISLKIKES, AND NEEDS. USE RESEARCH- INVITING READERS’ COMMENTS TO ENSURE THE EFFORT IS PAYING OFF. THESE REQUIRE A LOT OF EFFORT FOR WHAT MAY BE LOW READERSHIP.

ELECTRONICS

WEBSITES, INTRANETS, AND OTHER ELECTRONIC NETWORK

THE BIGGEST ADVANTAGE IS THAT THESE CAN BE UPDATED CONTINUALLY AND GIVE AN INSTANT RESPONSE TO QEUSTIONS. INFORMATION CAN BE SENT WORLDWIDE IN SECONDS. THE BIGGEST DRAWBACK IN POTENTIAL ABUSE INCLUDING USE FOR PERSONAL, NOT BUSINESS NEEDS.

TELEVISION

VIDEOS, CLOSED-CIRCUIT TV, AND MULTIMEDIA

THIS IS A FAST-GROWING MODERN APPRAOCH WTHICH OFTEN USES INTERACTIVE ELEMENTS FOR OPTIMUM EFFECT. THESE COMMUNICATION METHODS CAN BE EXPENSIVE BECAUSE THEY REQUIRE PROFESSIONAL INPUT AND TRAINING.

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CHECKING YOUR MESSAGE GETS THROUGH EVALUATING PERCEPTIONS

MUST TAKE ACTION – HONEST ANALYSIS OF THE REASONS WILL PROVIDE A BASIS FOR EFFECTIVE COMMUNICATIN IN THE FUTURE

GETTING USEFUL FEEDBACK LISTENING TO STAFF

IMPORTANT FEEDBACK IS AN INDIVUDIAL, INFORMAL CONVERSTAIONS BETWEEN MANAGERS AND EMPLOYEES

CHECK MANAGEMENT IS PERCIEVED BY USING MORE FORMAL APPROACH SUCH AS CONDUCTING ATTITUDE SURVEYS.

GET USEFUL INOFMATION INCLUDED LIMITED SURVEYS, SAMPLE POOLING, SUGGESTIONS BOXES, AND FOCUS GROUPS.

GETTING OUTSIDE VIEWS IF PROBLEMS ARE REVEALED BY INTERNAL

QUESTIONNAIRES OR THROUGH FOCUS GROUPS, ONE-TO-ONE EMPLOY INTERVIEWS, OR MEETINGS, THE CANGES THAT THE EXTERNAL PERCEPTIONS OF THE COMPANY ALSO NEED TO BE IMPROVED.

GET FEEDBACK BY TALKING TO SUPPLIERS, CLIENTS, AND CUSTOMERS BY CONDUCTING A SURVEY OF TARGET GROUPS

CHECK THE GENERAL RESPONS TO RECENT ADVERTISMENT.

IMPROVING COMMUNICATION TO IMPROVE INTEL COMMUNCAITONS,

INVOLVED ALL MANAGERS, STRESSING THEIR Y FOR RESPONSIBILITYFOR COMMUNICATING CLEARLY AND CONSISTENTLY AT ALL TIMES.

DECIDE WHETHER OTHER STAF NEED TO IMPROVE THEIR CPOMMUNICATIONS SKILLS AS WELL.

MUST GET TO THE ROOT OF ANY PROBLEMS, AGREE ON PLAN OF ACTION, STRENGHTEN YOUR EFFECTIVENESS AND SHIFT PERCEPTIONS OR MISTAKES.

QUESTIONS TO ASK STAFF

HOW DO YOU GET MOST OF YOUR INFOMATION ABOUT THE ORGANIZATION?

DOES YOUR MANAGER COMMUNICATE WITH YOU CONSTANTLY, OFTEN, SOMETIMES, OR HARDLY EVER?

WHAT DO YOU UNDERSTAND ABOUT THE COMPANY’S STRATEGY?

WHAT WOULD YOU LIKE TO KNOW THAT YOU ARE NOT BEING TOLD?

WHICH TYPE OF COMMUNICATION IS MOST EFFECTIVE FOR YOU.

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ASSESSING YOUR COMMUNCATION SKILLSI COMMUNICATE THE RIGHT MESSAGE TO THE RIGHT PERSON AT THE RIGHT TIME. I THINK CAREFULLY ANBOUT A MESSAGE BEFORE I DECIDE HOW TO COMMUNICATE IT. I PROJECT SELF-CONFIDENCE AND SPEAK CONFIDENTLY. I WELCOME FEEDBACK ABOUT MY COMMUNICATINI LISTEN INTENTLY AND CHECK THAT I HAVE UNDERSTOOD BEFORE I REPLY. I AM CONSTRUCTIVE AND CIVIL WHEN I MEET OTHERS. I TAKE TIME TO GIVE PEOPLE THE INFORMATION THEY NEED AND WANT. I USE ONE-TO-ONE MEETINGS FOR REVIEWS OF PERFORMANCE AND COACHING. I QUESTION PEOPLE TO FIND OUT WHAT THEY THINK AND HOW THEY ARE GETTING ON. I HAD OUT WRITTEN BRIEFS THAT GIVE ALL PERTIENT INFORMATIN ON A TASK.I USE PROFESSIONAL PHONE TECHNIQUES TO IMPROVE MY COMMUNICATION. I COMMUNICATE VIA ALL AVAILABLE ELECTRONIC MEDIA. I APPLY THE RULES OF GOOD WRITING TO EXTERNAL AND INTERNAL COMMUNICATION. I USE AN EFFECTIVE SYSTEM OF NOTE-TAKING FOR MINUTES, INTERVIEWS, AND RESEARCH. I TEST IMPORTANT LETTERS AND DOCUMENTS ON RELIABLE CRITICS BEFORE FINALIZING. I USE FAST READING TECHNIQUES TO SPEED UP MY WORK RATE.I PREAPARE SPEECHES CAREFULLY AND DELVER THEM WELL AFTER REHEARSAL. I TAKE MY ACTIVE AND HIGHLY VISIBLE ROLE IN INTERNAL TRAINING.

RATE YOUR SKILLS 1 2 3 4

1 NEVER2 OCCASIONALLY3 FREQUENTLY4 ALWAYS

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ASSESSING YOUR COMMUNCATION SKILLS

I PLAN IMPORTANT EVENTS, SUCH AS CONFERENCES, TO HIGH PROFESSIONAL STANDARDS. I APPLY THE RULES OF SOFT AND HARD SELLING TO PUT ACROSS MY POINTS OF VIEWS. I ENTER NEGOTIATIONS FULLY PRIMED ON ISSUES AND ON THE OTHER SIDE’S NEEDS. I MAKE MY REPORTS ACCURATE , CONCISE, CLEAR, AND WELL STRUCTURED. I RESEARCH THOROGHLY BEFORE PUTTING FORWARD A WRITTEN PROPOSAL. I TRY TO UNDERSTAND HOW ALL RELEVANT AUDIENCES REACT TO THE ORGANIZATION.I CONSIDER HOW SKILLED ADVISERS CAN HELP ON PUBLIC ISSUES.I MAKE USEFUL CONTACTS WITH JOURNALISTS AND OTHER MEDIA PEOPLE. MY BRIEFSS TO ADVERSTISING AGENCIES ARE BASED ON CLEARLY DEFINED BUSESS TARGETS.I MAKE SURE SPECIALIST WORK SUCH AS DESIGN IS DONE BY QUALIFIED PROFESSIONALS.I GIVE PRIORITY TO COMMUNICATING REGULARLY WORK EMPLOYEES. I RECEIVE AND REACT POSITIVELY TO FEEDBACK FROM EPLOYEES AND OTHERS. I HAVE A STRATEGY FOR COMMUNICATION AND CHECK ACTIVITEIS AGAINST THIS PLAN.

RATE YOUR SKILLS 1 2 3 4

1 NEVER2 OCCASIONALLY3 FREQUENTLY4 ALWAYS