Business Communication: In-Person, Written, Verbal, Internet
- Introduction to Course
- Welcome and Introductions
- Course Objectives and Road Map
- Discussion: What Is Communication?
- Introduction to Communication
- The Sender and the Receiver
- Communication Barriers
- Defining Communication Success
- Stages of the Communication Process: Sender, Message, Channel, Receiver, Feedback and Context
- Effective Listening (the Greatest Communication Skill of All)
- Business Email
- Advanced Technology Does Not Replace Communications Know-how
- The Eight-Step Process for Effective Email Communication
- When to Email and When to Pick up the Phone?
- Discussion: Pro’s and Con’s of Email (One Dimensional Communication)
- Business Telephone Calls and Messages
- The Art of Listening: Expect to Spend 50% of Your Time in Active Listening
- Passive vs. Active Listening
- People Speak at 100-175 WPM, They Can Listen Intelligently at 600-800 WPM; What Does This Mean for Effective Communication?
- Avoiding “Mind-Drift”
- The Three Steps of Listening with Purpose
- Giving Feedback: How Personal Filters, Assumptions, Judgments, and Beliefs Can Distort What You Hear
- Role Play: Listening with Purpose
- Four-Steps Process for Leaving an Effective Telephone Message
- Four- Step Process for Returning Telephone Messages
- Six “Must Do” Courtesy Tips
- Business Letters
- Why Write a Business Letter?
- The Twelve Format Items of a Business Letter
- Running (Chairing) a Business Meeting
- Agenda Development
- Time Allotment for Participants
- How Much Technology Is Too Much? Cell Phones and Laptops
- When Items and Issues Need to Be Delegated to Offline Follow up Meetings
- Communicating Internationally
- Do Your Homework
- Discussion: Cultural Differences
- Wrap up and Follow Up
