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TWO BROAD

PROFESSIONS

[1] ENTREPRENEURS

[2] SERVICEHOLDERS

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TO SUCCEED IN THESEPROFESSIONS, WHICH

SKILL IS THE MOSTIMPORTANT ONE?

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ITS

COMMUNICATIONSKILLS!!

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COMMUNICATION SKILLS

Non Verbal

Communication

ListeningSpeakingWritingReading

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WHAT DO WE

DO IN OUR OFFICES?

Read letters, reports

Listen to boss face-to-face

Writing memos, emails

Speaking on the phone Participate in meetings

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BACK TO THE

BASICS!

AsiaBasic

Able

DataName

Table

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ENGLISH CAN BE

INTERESTING!!!

No universally

accepted version

Be natural; dont

pretend

Adapt to differentcircumstances

Express first,

impress later!

Grammar is

important

whether inspoken or written

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NONVERBAL

COMMUNICATION Gesture

Eye contact Space

Posture

Touch

Time

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WRITING

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Top executives from worlds top 500

companies rate communications skillsas the most important quality forbusiness leaders.

--Business SectionNew York Times

THE IMPORTANCE OF

COMMUNICATION SKILLS

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There may be no single thing moreimportant in our efforts to achieve

meaningful work and fulfillingrelationships than to learn andpractice the art of communication.

--Max De Pree, AuthorThe Art of Leadership

THE IMPORTANCE OF

COMMUNICATION SKILLS

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Visualize your readers

how they thinkwhat they know

their education level

etc.

Then write for them

HOW TO DO IT

NEED FOR ADAPTATION

(FITTING THE MESSAGE TO YOUR READERS)

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Usually this means simplifying themessage

Thus the following suggestionsstress simplification

WRITE FOR THE BOTTOM

LEVEL

HOW TO ADAPT TO

MULTIPLE READERS

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Shorten

Do

About

Find out

Begin

Much

Decide

Harmful

Abbreviate

Accomplish

Approximately

Ascertain

Commence

Considerable Determine

Detrimental

Long, Unfamiliar Words Short, Familiar Words

PREFER THE SHORT, FAMILIAR WORD

TO THE LONG, UNFAMILIAR WORD

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Negative:Your misunderstanding of your policyprompts your accusation that we are

at fault.

Positive:Section 3 of your policy makes usresponsible only when we service theequipment.

CREATE THE RIGHT EFFECT BYACCENTING POSITIVE LANGUAGE

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Afraid

AllegeBeware

Careless

Decline

Disappoint

Excuse

ApologyBlame

Complaint

Difficult

Fault

COMMON NEGATIVE WORDS

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VCR

FDA

CD IPO

RV

NATO

IRS

Video cassette recorder

Food and Drug Administration

Certificate of Deposit/Compact Disc

Initial Public Offering

Recreational Vehicle

North Atlantic Treaty Organization Internal Revenue Service

WHAT DO THESE LETTERS MEAN?

USE INITIALS AND ACRONYMS

WITH CAUTION

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additional compensation

great loss complete failure

untruth

put an end to

upraise

Bonus

Disaster

fiasco

lie

Destroy

boost

Weaker Stronger

CONSIDER THE STRENGTH AND

VIGOR OF WORDS

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I believe they approved

the bill.

The president read yourreport.

The treasurer preparesthe profit and loss

statement each month.

It is believedthat thebill was approved.

Your report was readby the president.

The profit and lossstatement is preparedby the treasurer each

month.

Passive Active

PREFER THE ACTIVE

TO THE PASSIVE

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We suggest that youclean the element inwarm, soapy water.

Mr. Murad wants you tobring this matter to the

attention of themanager.

It is suggestedthat youclean the element in

warm, soapy water.

It is desiredthat everyeffort be made to have

this matter brought tothe attention of the

manager.

Passive Active

PREFER THE ACTIVE

TO THE PASSIVE

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rewording to eliminate the offendingword,

making the reference plural, and

substituting a neutral expression (he orshe, he/she, s/he, you, one, person).`

AVOID SEXIST PRONOUNS BY

SUGGESTIONS FOR

NONDISCRIMINATORY WRITING

O O

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We will reimburse any

employee for travel expenses

paid.

A customer who pays promptly

is placed on our preferred list.

A physician should treat

patients with respect.

Sexist Nonsexist

We will reimburse anyemployee who paid histravel expenses.

If a customer payspromptly, he is placed onour preferred list.

A physician should treat hispatients with respect.

REWORD TO ELIMINATE THE

OFFENDING WORD

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. . . classify . . .

. . . compute . . .

. . . explore . . .

. . . inform . . .

. . . negotiate . . .

. . . observe . . .

. . . represent . . .

. . . make a classification . . .

. . . make a computation . . .

. . . conduct an exploration . . .

. . . provide information . . .

. . . engage in negotiation . . .

. . . make an observation . . .

. . . provide representation . . .

Camouflaged Verb Strong Verb

PREFER STRONG VERBS TO VERBS

CAMOUFLAGED AS NOUNS

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SPEAKING

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Voice Quality

Talking Style

Word Choice and Vocabulary

Central Role of Adaptation

ELEMENTS OF GOOD TALKING

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It is pitch and resonance of vocalsounds

Not all voices are good

How to improve yours:

You know good voice quality.

Listen to yourself.

Do what you can to improve.

VOICE QUALITY

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You must first want to improve.

Then work to pay attention.

Work on the accuracy of yourfiltering think.

Work to remember concentrate.

TO IMPROVE YOUR LISTENING

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Thank you