Contents

About this book

1 What is communication?

The transmission model

From transmission to reception: turning the model around

Getting to know each other

A new definition of communication

2 How conversations work

The three basic rules of good conversation

Why do conversations go wrong?

Putting conversations in context

Working out the relationship

Managing behaviour

The uses of conversation

3 Seven ways to improve your conversations

Clarify your objective

Structure your thinking

Manage your time

Find common ground

Move beyond argument

Summarize often

Use visuals

4 The skills of enquiry

Paying attention

Treating the speaker as an equal

Cultivating ease

Encouraging

Asking quality questions

Rationing information

Giving positive feedback

5 The skills of persuasion

Character, logic and passion

What’s the Big Idea?

Arranging your ideas logically

Expressing your ideas

Remembering your ideas

Delivering effectively

6 Tough conversations

Six tough conversations

What makes conversations tough?

How we make tough conversations tougher

Three steps towards better tough conversations

7 Making a presentation

Preparing for the presentation

Managing the material

Controlling the audience

Looking after yourself

Answering questions

8 Putting it in writing

The trouble with e-mail

From speaking to writing

Editing your work

9 Networking: the new conversation

To network or not to network?

Preparing to network

The skills of networking conversations

Following up and building your network

Appendix