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The Art of Communicating Well

Transmission of an idea or feeling so that the sender and receiver share the same understanding

80% of working day involves communication

Listening Speaking
Reading Writing

Used 45% 30% 16% 9%

Taught/Addressed Least Most


What I need to communicate

What I need to know


That communication is a one time process BUT Effective communication is a continuous process

Avoid technical jargon, buzzwords and acronyms Smile comfortably and briefly when being introduced Make communication clear and easy to understand Rephrase difficult concepts to make them clearer Do not make long introduction to impress either side

Avoid using phrases or expressions that are difficult to translate

Avoid making judgments of people who are not fluent in English

Offer a firm handshake, lasting 3-5 seconds, upon greeting and leaving. Maintain good eye contact during your handshake

Appointments should be made as far in advance as possible Introduction includes ones title if appropriate, Mr., Ms., Mrs., Dr., and the full name A smile is a sign of friendliness. It is customary to begin and end meetings with a brief but firm handshake.

Politeness is highly valued during conversation.

Present all materials and ideas in a modest and polite manner Punctuality is very important and is seen as a gesture of respect After receiving a business card, carefully place it into your card case or on the table if you are seated at one.

Always include a meaningful subject line Use correct grammar and spelling Avoid messages sent in anger While replying include enough of the original message to provide a context Pay careful attention to where your reply is going to end up Always use a signature if you can: Make sure it identifies who you are and includes alternative means of contacting you.

Acknowledge all emails. Dont expect an immediate answer If you are sending in a question to which you expect a response, make sure you include enough information to make the response possible Do not overuse the high priority option, Reply to all, URGENT and IMPORTANT

Outgoing Calls Speak slowly and clearly. Do not chew gum, eat or drink while you are talking Identify yourself and the purpose of your call Smile while talking Mentally picture the other person on the line Ask for permission before placing on hold Listen actively and without interrupting

Incoming Calls Always identify yourself and the organization Take notes. Be complete and accurate Highlight something positive about the call and end with You have a good day

Proofread aloud. By reading aloud, your ear will catch mistakes your eye misses Make no assumptions. The ideas you are presenting must be explained in full to be understood. People read only what is on the page Rough draft all important letters and reports Be creative. Use tables, graphs etc. Be kind to others eyes. Check font size, colours etc.

Remember that you are dealing with people (P)ostures & Gestures (E)ye Contact (O)rientation (P)resentation (L)ooks (E)xpressions of Emotions 90% of any verbal act involves non-verbal action!

Listen more carefully and responsively Explain the kind of conversation you want to have Express yourself more clearly and completely Translate complaint or criticisms into requests

Be creative in asking questions Ask more open ended questions Express appreciation and gratefulness Make every conversation a learning

A more professional image Improved self-confidence Improved relationships Less stress Greater acceptance of yourself and others