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Effective Business Communication SkillsEffective Business Communication Skills
Presented by:Presented by: Phillip RothPhillip Roth
29 September 200929 September 2009
ContentsAreas we will cover: Polson Higgs – Business Advisors Understanding the business context Business communication skills
Written communication skillsOral communication skillsTeam communication skills
Problem solving strategies Business information management Developing your skills
Effective Business Communication Effective Business Communication SkillsSkills
Written Communication Skills
Objectives
Efficiency
Effectiveness
Effective Business Communication Effective Business Communication SkillsSkills
Effective Report Writing (continued)
A good report should be: Readable Interesting Well presented No longer than necessary
And should have: A clear structure Clear conclusions A summary
Effective Business Communication Effective Business Communication SkillsSkills
Effective Report Writing (continued)
Advantages of well written reports: Communicate more effectively Contribute to business success by
improving communication Reinforce a good firm image
Effective Business Communication Effective Business Communication SkillsSkills
Effective Report Writing (continued)
Poorly written reports: Waste time of readers Frustrate readers if incomplete Create misunderstanding through
ambiguity Lose the confidence of the reader May not be read.
KISS Principle
K eep
I tS hort
&
S
imple
Short, simple, everyday
words.
Be precise.
Use specific terms – avoid
abstracts.
Use of WordsUse of Words
Never try to impress.
Beware of jargon/technical/professional words.
Some long words for variety and precision.
Below 10%.
Avoid ambiguity.
Use of WordsUse of Words
Be Positive
Turn negatives into positives.
Avoid Jargon and Clichés
Accuracy and Clarity are more important
than brevity.
Use of WordsUse of Words
Summary - ParagraphsSummary - Paragraphs
A paragraph is a group of related
sentences.
The first sentence is a signpost.
The average person can only keep 5 to 6
ideas in their head at any time.
Paragraph length – 5 or 6 sentences.
W = Number of words.
S = Number of sentences.
X = Number of long words (more than two
syllables).
W + ( X x 100 ) = Clarity Index
S W
The Clarity IndexThe Clarity Index
A yardstick for clear writing used by most
professional writers.
Aim for a Clarity Index of:
- 20 for Notices;
- 25 for Letters and Memos;
- 30 for Reports
Summary – Clarity IndexSummary – Clarity Index
Oral communication skills Understand the context Empathy with your audience Body language and signals The art of good listening Maintaining eye contact Tips for good listening Practical appreciation
Oral CommunicationOral Communication
Problem Solving Strategies
Oral CommunicationOral Communication
VISION PROCESSING GRID
PROBLEM
Diagnose Reasons
Explore Impact
Visualise Capabilities
Open
Control
Confirm
Vision of a Solution
Oral CommunicationOral Communication
VISION PROCESSING GRID
PROBLEM
Diagnose Reasons Explore Impact Visualise Capabilities
Open
Tell me about it, what is causing you to have this . . . (repeat problem)?
1
Besides yourself, who else is impacted by this (repeat problem), and how are they impacted?
4
What is it going to take for you to solve this (repeat problem)?. Could I run a few ideas by you?
7
Control
Is it because?
2
Is this (problem) also causing . . .? If so, wouldn’t (title) be concerned?
5
What if there were a way for you/your people to . . ., would that help? What if you were also able to . . .?
8
Confirm
So, the reasons for your (repeat problem) are . . .?
3
From what I just heard (repeat the who and how), this isn’t just your problem, but a . . . . . problem?
6
From what I just heard, if you had the ability to . . . (repeat capabilities), could YOU solve (repeat problem)?
9
Vision of a Solution
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