We take our ability to communicate for granted. But if you’ve ever had a misunderstanding or conflict at work, it will be due to poor communication. Frustrating for managers and staff, this can lead to relationship breakdowns and costs businesses time and money. 

Explored from the perspective of team members as well as managers, this book gives managers and staff the skills to communicate more effectively in a variety of important business situations. It gives you practical advice so you will be able to get the result you want from some of the most important conversations you’ll have at work.

1. It’s more complicated than you think – common myths 
   
   1. Giving information is communicating 
      
   2. Communication is two way 
      
   3. What you say is the most important element of communication 
      
   4. It’s obvious what you mean when you communicate 
      
   5. Communicating effectively takes too long 
      
   6. You don’t need to plan your communication 
      
   7. Stories are for children 
      
   8. Big words make you look clever 
      
2. The key components and basic principles of communication 
   
   1. Verbal and Non Verbal Communication 
      
   2. Choose your Channels wisely 
      
   3. Speaking and Listening 
      
3. Communication breakdowns 
   
   1. Test understanding 
      
   2. Lack of consistency 
      
   3. When Words and Behaviour don’t match 
      
   4. Having a preconceived idea 
      
   5. Lack of Trust 
      
   6. The consequences of communication break-down 
      
4. Conducting productive appraisals 
   
   1. Frequency 
      
   2. Responsibility 
      
   3. Preparation 
      
   4. How not to do it 
      
   5. Intent 
      
   6. Physical surroundings 
      
   7. Focus 
      
   8. What are you noticing? 
      
   9. Questioning 
      
5. Giving and receiving Feedback 
   
   1. Feedback is a gift 
      
   2. Golden Rules of Feedback 
      
   3. Making Change Work 
      
   4. Why change fails 
      
   5. The Change Curve 
      
   6. Principles of change communication 
      
6. Delegating to get great results 
   
   1. Delegating versus Dumping/Abdicating 
      
   2. Understanding preferred management style 
      
   3. Basic principles of delegating