Verbal Communication Illustrated Course Guides

ISBN-10: 1133526527

ISBN-13: 9781133526520

Edition: 2nd 2013

Authors: Jeff Butterfield

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Give your students a 360 degree education and a career advantage with Illustrated Course Guides: Verbal Communication - Soft Skills for a Digital Workplace from the Illustrated Series. This text delves into the importance of effective, professional, and polite verbal communication from speaking with clients to everyday dialogue with colleagues.
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Book details

List price: $63.95
Edition: 2nd
Copyright year: 2013
Publisher: Course Technology
Publication date: 3/14/2012
Binding: Mixed Media
Pages: 150
Size: 8.50" wide x 10.75" long x 0.50" tall
Weight: 0.946
Language: English

Jeff Butterfield holds a PhD from the University of Texas-Austin and an MBA from Indiana University, and currently is a faculty member in the Information Systems department at Western Kentucky University. Previously, Jeff worked as an electronics engineer with several Fortune 500 companies. He quickly discovered that his writing and public-speaking abilities contributed much more to his professional success than his technical skills. This important discovery has significantly influenced his teaching and Jeff has spent over 15 years in higher education helping technical students develop professional skills. As technology becomes more tightly integrated with business functions, students with well-developed soft skills will enjoy a strong competitive advantage. Jeff has worked with Cengage to develop the Soft Skills for a Digital Workplace series. These titles with the accompaniment of a rich online companion are designed to complement any course you teach regardless of the subject.

Understanding the Basics of Verbal Communication
Organizing Your Messages
Using Vocal Elements Effectively
Understanding Nonverbal Languages
Developing Credibility
Giving and Receiving Feedback
Overcoming Barriers to Communication
Communicating Ethically
Understanding Cross-Cultural Issues
Working with Customers
Understanding Customer Service Basics
Communicating Empathetically
Adding Questions to Understand Problems
Denying Requests
Coping with Angry Customers
Dealing with the Unexpected
Working with Customers with Disabilities
Developing Professional Telephone Skills
Exploring Professional Telephone Communication
Placing Telephone Calls
Receiving Telephone Calls
Using Voice Mail
Leaving Professional Messages
Taking Calls for Other People
Screening, Holding, and Transferring Calls
Developing Cell Phone Etiquette
Improving Informal Communication
Communicating Informally
Listening Actively
Speaking Persuasively
Negotiating Effectively
Managing Conflict
Participating in Meetings
Dealing with Office Politics
Making Proper Introductions
Making Formal Presentations
Planning Effective Presentations
Developing Presentation Content
Rehearsing a Presentation
Delivering a Presentation
Building Rapport
Managing Anxiety
Using Appropriate Visuals
Managing Questions and Answers
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