Part 3 of a 3-part series of effective business communications. covers all 3 types of communication: written, verbal, and non-verbal. The science and art of beautiful communication.

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

2. Watch Your
Emails

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

4. Redundancy Rules

5. 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.

6. The 5 Deadly
Communication
Mistakes

7. 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.

8. A Final Thought

9. w

10. The situation isn't
about YOU.
Always focus on the
needs of your
audience.
When You Present

11. “I never teach my pupils;
I only attempt to provide
the conditions in which
they can learn.”
Albert Einstein

12. Non-Verbal Communi-
Cations Matter

14. Non-Verbal Cues
• Mirroring technique.
• Lean in to express interest.
• Avoid eye-rolling, turning your back, yawning,
talking over others.
• Arm-crossing.

15. Non-Verbal Cues
• Mirroring technique.
• Lean in to express interest.
• Avoid eye-rolling, turning your back, yawning,
talking over others.
• Arm-crossing.

16. 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

22. Choose a
writing style

23. • 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

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

26. • 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

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

28. K.I.S.S

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

30. Taking & Leaving
Voice Messages

31. • 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

32. • 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

33. Gain clarity by asking
for repetition

34. • “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

35. Scheduling
Appointments

36. • 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

37. • S
• X
• X
• X
• X
• X
Br

38. Handling Complaints

39. • 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

40. Truly Great
Communication

41. Great Communication

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

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

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

45. • 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

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

47. • Ty a new format
• Communicate confidently
• Use an elevator pitch
• Be responsive
• Write well
Great Communication

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

49. Use Pictures to
Communicate
Complex Issues

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

51. Great
Presentations

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

53. Finding Your Own
Communication STYLE

54. 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)

55. RESOURCES

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

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

58. Resources
www.proedgeskills.com/Presentation_Skills_Articles/visual_aids_undermine.htm

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

60. Resources

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

64. Resources
http://www2.honolulu.hawaii.edu/facdev/guide
bk/teachtip/m-files/m-commu1.htm

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

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

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