COMMUNICATION HANDBOOK
COMMUNICATION HANDBOOK COMMUNICATION HANDBOOK
ABB Lummus Global B.V. COMMUNICATION HANDBOOK COMMUNICATING EFFECTIVELY Introduction The purpose of this Communication Handbook is to assist you in communicating effectively. It gives clear practical tips per each topic that might be applicable to your daily communication within the company. The layout of the Handbook is very simple with an index of topics for quick reference. There are also some pages at the end of the Handbook, which you can use for your personal notes. The Handbook is advised to be kept on the work desk for an easy reach when needed. For further support and advice on communication you can always contact the TQM Communication Group in room 1317 (Alexandra Atepaeva, Debbie Evers, Loes van Gijn, Bianca de Ruiter). 2
ABB Lummus Global B.V. COMMUNICATION HANDBOOK COMMUNICATING EFFECTIVELY How to … 1. Be a good communicator p. 4 2. Communicate effectively p. 5 3. Listen strategically p. 7 4. Win people’s cooperation p. 9 5. Negotiate p. 11 6. Give feedback p. 12 7. Deal with criticism p. 14 8. Keep discussions from turning into arguments p. 16 9. Resolve conflict p. 18 10. Present p. 20 11. Use e-mail properly p. 21 12. Use voice mail effectively p. 23 13. Telephone effectively p. 25 14. Use your voice effectively p. 26 15. Have an effective meeting p. 28 16. Have an effective brainstorming session p. 29 17. Final Tips p. 31 3
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ABB Lummus Global B.V.<br />
<strong>COMMUNICATION</strong> <strong>HANDBOOK</strong><br />
COMMUNICATING EFFECTIVELY<br />
How to …<br />
1. Be a good communicator p. 4<br />
2. Communicate effectively p. 5<br />
3. Listen strategically p. 7<br />
4. Win people’s cooperation p. 9<br />
5. Negotiate p. 11<br />
6. Give feedback p. 12<br />
7. Deal with criticism p. 14<br />
8. Keep discussions from turning into arguments p. 16<br />
9. Resolve conflict p. 18<br />
10. Present p. 20<br />
11. Use e-mail properly p. 21<br />
12. Use voice mail effectively p. 23<br />
13. Telephone effectively p. 25<br />
14. Use your voice effectively p. 26<br />
15. Have an effective meeting p. 28<br />
16. Have an effective brainstorming session p. 29<br />
17. Final Tips p. 31<br />
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