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MTD Training
Effective Communication Skills
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Effective Communication Skills
© 2012 MTD Training & bookboon.com (Ventus Publishing ApS) ISBN 978-87-7681-598-1
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Effective Communication Skills Contents
Contents
Preface 6
1 Introduction – Effective Communication Skills 8 1.1 The Importance of Communication 8 1.2 What Is Communication? 8 1.3 What Are Communication Skills? 9 1.4 The Communication Process 9
2 Perspectives in Communication 15 2.1 Introduction 15 2.2 Visual Perception 15 2.3 Language 17 2.4 Other Factors Affecting Our Perspective 18
3 Elements of Communication 22 3.1 Introduction 22 3.2 Face to Face Communication 22 3.3 Physical Communication 27
The next step for top-performing graduates
Masters in Management
Designed for high-achieving graduates across all disciplines, London Business School’s Masters in Management provides specific and tangible foundations for a successful career in business.
This 12-month, full-time programme is a business qualification with impact. In 2010, our MiM employment rate was 95% within 3 months of graduation*; the majority of graduates choosing to work in consulting or financial services.
As well as a renowned qualification from a world-class business school, you also gain access to the School’s network of more than 34,000 global alumni – a community that offers support and opportunities throughout your career.
For more information visit www.london.edu/mm, email mim@london.edu or give us a call on +44 (0)20 7000 7573.
* Figures taken from London Business School’s Masters in Management 2010 employment report
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Effective Communication Skills Contents
4 Communication Styles 28 4.1 Introduction 28 4.2 The Communication Styles Matrix 29 4.3 Examples of Communication for Each Style 37
5 Basic Listening Skills 42 5.1 Introduction 42 5.2 Self-Awareness 43 5.3 Active Listening 44 5.3 Becoming an Active Listener 44 5.4 Listening in Dificult Situations 46
6 Effective Written Communication 48 6.1 Introduction 48 6.2 When and When Not to Use Written Communication 48 6.3 Writing Effectively 50
7 Resources 55
Teach with the Best. Learn with the Best.
Agilent offers a wide variety of affordable, industry-leading electronic test equipment as well
as knowledge-rich, on-line resources —for professors and students.
We have 100’s of comprehensive web-based teaching tools,
lab experiments, application notes, brochures, DVDs/ CDs, posters, and more.
© Agilent Technologies, Inc. 2012
See what Agilent can do for you. www.agilent.com/find/EDUstudents www.agilent.com/find/EDUeducators
u.s. 1-800-829-4444 canada: 1-877-894-4414
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