Significant Work. Extraordinary People. SRA.

7 Secrets of Effective Business Communication

Ryan R. WilliamsDate: 04/24/2013

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What is communication?

• Communication is the process of creating and sharing meaning through the use of symbols.

• There are two primary forms of communication. – Face-to-face – Electronic

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Communication Theory

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Communication Theory, Cont’d

• Initiator - One who begins or advances the communication process by generating a message.

• Message - The mediums that carry messages between communicators.

• Interpreter - One who perceives and attempts to understand a message.

• Channel - A symbolic expression of ideas, thoughts, and feelings.

• Noise - Anything that interferes with the creation of shared meaning between or among communicators.

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Rapport Building 101

Why is rapport important?

Quick guide to instant rapport:

• Eye – Make eye contact.

• Beam – Smile.

• Hi – Introduce yourself.

• Lean – Lean forward.

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Communicate Professionally

“Not a sentence or a word is independent of the circumstances under which it is uttered.” —Alfred North Whitehead, English

philosopher

• Wright Good.

• Proofread.

• Know what you’re going to say, before you say it.

• Be civil.

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Communicate Confidently

Use the KFC Principle:

• Know what you want

• Find out what you’re looking for

• Change what you’re doing until you get what you want

Body Language:

• It says more than you think.

Mind Script

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Be An Active Listener

“A word is dead/When it is said/Some say. I say it just/Begins to live/That day.” —Emily Dickinson, poet

Active Listening:

• The act of mindfully hearing and attempting to comprehend the meaning of words spoken by another in a conversation or speech.

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Tips for being an active listener

• Face the speaker• Make eye contact• Minimize distractions• Respond appropriately• Focus solely on what the speaker is saying• Minimize internal distractions• Keep an open mind• Even if the speaker is launching a complaint against you, wait

until they are finished to defend yourself• Engage yourself

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Follow-up in Writing

• If you get a call.

• If you get a voicemail.

• If you receive an email.

Be sure to follow-up in writing.

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Ask for Feedback

“Feedback is the breakfast of champions.” –Ken Blanchard, author of ‘The One Minute Manager’

• Feedback in communication enables us to evaluate our effectiveness.

• Feedback is essential to know whether the recipient has understood the message.

• You cannot gauge your work without feedback.

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Stick to your word

“Every once and awhile, you let a word or a phrase out and you want to catch it and bring it back. You can’t do that. It’s gone, gone

forever.” —Dan Quayle, former Vice President of the United States

• Deadlines – Know when and what they are

• Setbacks – If you have them, let the customer know

• Scope creep – Don’t accept extra work without modifying the timeline.

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Conclusion

Any questions?