Workshop in a box communication skills for IT professionals : unlock the secrets of effective communication to transform the way you interact and solve problems with your team, and maximize the value of your IT skills
Unlock the secrets of effective communication to transform the way you interact and solve problems with your team, and maximize the value of your IT skills Develop versatile communication skills to express your ideas with clarity and to build strong professional relationships Learn how communication...
| Otros Autores: | |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Birmingham :
Impackt Publishing
2015.
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628924306719 |
Tabla de Contenidos:
- Cover
- Copyright
- Credits
- About the Author
- About the Reviewer
- Contents
- Preface
- Chapter 1: Communication Training
- How to use this communication training guide
- Strategy for trainers
- Quality in communication
- The PDCA circle
- Summary
- Chapter 2: From Governance to Communication
- Communication and organizational structure
- Communication and governance
- Communication policy
- Sample communication policy
- The communication process
- How does a process help in the development of communication?
- Sample communication process
- Basics of communication
- 7 Cs of effective communication
- Completeness
- Conciseness
- Consideration
- Concreteness
- Courtesy
- Clearness
- Correctness
- Types of communication
- Different communication styles
- Dominance
- Influence
- Steadiness
- Compliance
- Cross-cultural communication
- Rapport and relationship for effective communication
- Summary
- Chapter 3: Written Communication
- Forms of written communication
- Action-focused communication
- Influential communication
- Negative communication
- Communicating information
- Jargon
- Project updates
- Peer-to-peer communication
- Customer communication
- E-mails
- E-mail policy
- E-mail etiquette
- E-mail templates
- Visual communication
- Flowcharts
- What are flowcharts?
- Hierarchical flowcharts
- Tables and graphs
- What are tables?
- Imagination is key
- Business instant messaging
- Business instant messaging etiquette
- Social media communication
- Summary
- Chapter 4: Listening and Questioning for Effective Communication
- Listening - core of communication
- Hindrances to good listening
- Physical distractions
- The solution
- Mental distractions
- The solution
- Preconceived notions
- The solution
- Opinions
- The solution
- Language and culture
- The solution.
- Multitasking
- The solution
- Tips for improving your listening skills
- Power of questioning
- Benefits of asking questions
- Various questioning techniques
- Probing technique
- Open-ended questions
- Closed questions
- Leading questions
- Summary
- Chapter 5: Telephone Communication
- Telephonic communication
- #1: When you make a call, be prepared
- #2: Professional yet friendly
- #3: Stay positive
- Employee-employee telephonic communication
- Work handover
- Support request
- Telephonic meetings
- Employee-customer telephonic communication
- Understand the customer's needs
- No jargon please
- Meeting the requirements
- Telephony etiquette for effective communication
- Summary
- Chapter 6: Face-to-face Communication
- When to employ face-to-face communication
- Other benefits of face-to-face communication
- Types of face-to-face communication opportunities
- Meetings
- Preparation
- The actual meeting
- The opening
- The discussions
- Closure
- Post-meeting
- Nonverbal communication - body language
- Breathing
- The science behind breathing
- Breathing right
- Posture
- The communication posture
- Proxemics
- The handshake
- Facial expressions
- Facial expressions
- It all begins with the lips
- Show interest
- Conflict management
- Conflicts arising out of communication
- Medium for conflict resolution
- Conflicts owing to communication styles
- Think objectively and not subjectively
- Open communication for resolving and avoiding conflicts
- Controlling face-to-face Interactions
- Step 1 - Pacing
- Step 2 - Locking
- Step 3 - Leading
- Summary
- Chapter 7: Showcasing and Presentation
- Importance of presentations for employees
- Four types of presentation
- Four pillars of presentation
- Pillar 1 - understanding the objective of the presentation
- Technique - pen on paper.
- Pillar 2 - analyzing the audience for the presentation
- Pillar 3 - slide preparation
- The three-step approach
- Step 1 - Objective to be achieved
- Step 2 - Draft presentation material
- Step 3 - Organizing presentation material
- Pillar 4 - presentation delivery
- The secret behind good speakers
- Controlling nerves
- Get familiar with technology
- Creating content for effective presentations
- Traditional content
- Cognitive content
- Step 1 - Provide reasons why the presentation is worth the time and effort
- Step 2 - Getting into the crux of the subject matter
- Step 3 - Application of subject matter to work life
- Step 4 - Q&
- A, summary, and conclusion
- Delivering effective and efficient presentations
- Summary
- Chapter 8: Reports, Proposals, and Business Cases
- Reports
- Importance of reports
- Process for reporting
- Step 1 - Obtain objectives
- Step 2 - Identify data points
- Step 3 - Capture data
- Step 4 - Verify and collate data
- Step 5 - Analysis and conclusion
- Business proposals
- Importance of business proposals
- The language
- Save the best for the first
- The proposal preparation
- The proposal format
- Sample business proposal
- Business cases
- Elements of a business case
- Problem statement
- Problem analysis
- Assumptions
- Solution
- Cost-benefit analysis
- Recommendations
- Business case template
- Sample business case
- Summary.
