Effective Business Communication Skills

Understanding the Communication Process
The Goal of Effective Communication
The Importance of Effective Communication
How Communication Works

Communicating in the Workplace
Writing Effective Sentences
Using Telephone Etiquette
Using E-mail Etiquette

Listening Skills
Introducing Listening Skills
Using Questions
The Role of Silence
Interpreting Responses
Recognizing Individual Sensory Modes

Understanding Influencing Factors
Identifying Influencing Factors
Minimizing Assumptions and Preconceptions
Minimizing Prejudices
Understanding the Situation or Environment

Using Communication Tools
Understanding Delivery Methods
Selecting Words
Using Tone and Sincerity
Using Body Language
Selecting the Correct Channel 

Dealing with Difficult People
Four Techniques for Dealing with Difficult People
Disarming the Workplace Bully