Full Description
Give your students the professional communication skills needed for success throughout their education and careers with ILLUSTRATED COURSE GUIDES: VERBAL COMMUNICATION - SOFT SKILLS FOR A DIGITAL WORKPLACE, 3E. Part of the acclaimed ILLUSTRATED SOFT SKILLS SERIES, this book, like all others in the series, makes it easy to teach students the essential soft skills necessary to succeed in today's competitive workplace. Timeless information highlights marketable verbal skills that students need for success in today's technological business world. This text delves into the importance of effective, professional, and polite verbal communication -- from speaking with clients to everyday dialogue with colleagues.
Contents
Part I: UNDERSTANDING THE BASICS OF VERBAL COMMUNICATION.
1. Organizing Your Messages.
2. Using Vocal Elements Effectively.
3. Understanding Nonverbal Languages.
4. Developing Credibility.
5. Giving and Receiving Feedback.
6. Overcoming Barriers to Communication.
7. Communicating Ethically.
8. Understanding Cross-Cultural Issues.
Part II: WORKING WITH CUSTOMERS.
9. Understanding Customer Service Basics.
10. Communicating Empathetically.
11. Adding Questions to Understand Problems.
12. Denying Requests.
13. Coping with Angry Customers.
14. Dealing with the Unexpected.
15. Working with Customers with Disabilities.
Part III: DEVELOPING PROFESSIONAL TELEPHONE SKILLS.
16. Exploring Professional Telephone Communication.
17. Placing Telephone Calls.
18. Receiving Telephone Calls.
19. Using Voice Mail.
20. Leaving Professional Messages.
21. Taking Calls for Other People.
22. Screening, Holding, and Transferring Calls.
23. Developing Cell Phone Etiquette.
Part IV: IMPROVING INFORMAL COMMUNICATION.
24. Communicating Informally.
25. Listening Actively.
26. Speaking Persuasively.
27. Negotiating Effectively.
28. Managing Conflict.
29. Participating in Meetings.
30. Dealing with Office Politics.
31. Making Proper Introductions.
Part V: MAKING FORMAL PRESENTATIONS.
32. Planning Effective Presentations.
33. Developing Presentation Content.
34. Rehearsing a Presentation.
35. Delivering a Presentation.
36. Building Rapport.
37. Managing Anxiety.
38. Using Appropriate Visuals.
39. Managing Questions and Answers.
