This Communication Toolbox give you great actionable tips for improving your communications.

1. Communication
Toolbox
Pamela A. Scott, presenter

2. Factors: Words, Vocal tone, Immediate feedback, Q
, , , Questioning, Body language, Environmental clues,
g, y g g, ,
Physical contact, Chit chat, Reliance on jargon
Copyright Armstrong Scott Inc. 2007

3. Questioning techniques
• Provide a general context
• Move from general to specific questions
• Stick to one topic at a time
• Keep questions brief, to the point
K i bi f h i
• Communicate your logic
• Let them answer once you ask
• AVOID “yes” or “no” questions
yes no
Copyright Armstrong Scott Inc. 2007

4. Phrases you need to use
• “What would this look like in a perfect
world?”
• “Can you help me understand your thinking
about this?” (or your logic)
this?
• “What is your No. 1 desired outcome and
why?
why?”
• “What should we do next?”
Copyright Armstrong Scott Inc. 2007

5. Getting at the unsaid
• “Tell me how you go about . . .”
• “What happens next? And then?
What then?”
• “Please say some more.”
• “What i i
“Wh is important to you at this point?”
hi i ?”
• “How do you know?”
• “What makes a difference?”
• “How can I help?
How help?”
Copyright Armstrong Scott Inc. 2007

6. Sponsor of W K
S f WeKnowEngineers.com
Ei
Pamela A. Scott
Atlanta, GA 30345
404 248 9475
404-248-9475
pam@armstrongscott.com
www.armstrongscott.com
Copyright Armstrong Scott Inc. 2007