by Colleen McKenna
Career Press
ISBN: 1564143562 Pub Date: 03/01/98
Introduction
Chapter 1—What Is Communication?
Chapter 2—What Did You Say? Gender Speak in the Workplace
For men
For women
Chapter 3—Listening: The Heart of Communication
Reflective listening
Physical listening
Chapter 4—Assert Yourself
Examples of effective assertion messages
Chapter 5—It’s Not What You Say, It’s How You Say It
Chapter 6—Public Speaking
The purpose is primary
Organize and arrange
Chapter 7—The Write Style
The systematic approach
Learn from mistakes
Thought patterns
Reflect personal style
Paragraph power
Sentence savvy
Chapter 8—Compliments and Criticism
Compliments
Criticism
Put-downs
Rejection
Chapter 9—Problem-Solving
Collaborative problem-solving
Sidestep stumbling blocks
Benefits of collaboration
Chapter 10—Effective Conflict Communication
Conflict resolution styles
Defusing conflict
Evaluating the conflict
Chapter 11—What Is Your Charisma Quotient?
Key concepts in Chapter 11
Chapter 12—The Global Water Cooler
Surfing the Net
Enjoying e-mail
Matter of fax
Voice mail: The new pony express
Welcome to CyberChat
Index
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