Mastering Communication
Effective communication is the key to success! This book is for anyone wishing to improve their communication skills and knowledge of the way in which communications function in organisations. * the third edition of this highly successful book has been fu
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Mastering
Communication
Macmillan Master Series Accounting Advanced English Language Advanced Pure Mathematics Arabic Banking Basic Management Biology British Politics Business Administration Business Communication Business Law C Programming Catering Theory Chemistry COBOL Programming Communication Databases Economic and Social History Economics Electrical Engineering Electronic and Electrical Calculations Electronics English as a Foreign Language English Grammar English Language English Literature English Spelling French
French 2 German German 2 Human Biology Italian Italian 2 Japanese Manufacturing Marketing Mathematics Mathematics for Electrical and Electronic Engineering Modern British History Modern World History Pascal Programming Philosophy Photography Physics Psychology Science Social Welfare Sociology Spanish Spanish 2 Spreadsheets Statistics Study Skills Word Processing
Mastering
o Communication Third Edition
Nicky Stanton
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MACMIllAN
© Nicky Stanton 1982, 1990, 1996
All rights reserved. No reproduction, copy of transmission of this publication may be made without written permission. No paragraph of this publication may be reproduced, copied or transmitted save with written permission or in accordance with the provisions of the Copyright, Designs and Patents Act 1988, or under the terms of any licence permitting limited copying issued by the Copyright Licensing Agency, 90 Tottenham Court Road, London WIP 9HE. Any person who does any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages. First published 1982 by Pan Books as The Business of Communicating in the Breakthrough series. Second edition published 1990 by Macmillan Press Ltd as Communication in the Professional Masters Series.
Third fully revised and updated edition published in 1996 by MACMILLAN PRESS LTD Houndmills, Basingstoke, Hampshire RG21 6XS and London Companies and representatives throughout the world ISBN 978-0-333-66509-1 00110.1007/978-1-349-14133-3
ISBN 978-1-349-14133-3 (eBook)
A catalogue record for this book is available from the British Library. 10 9 05 04
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Typeset by
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7 6 02 01
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Tek Art, Croydon, Surrey
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Contents
Preface to the Third Edition Introduction Acknowledgments
1
x
xii XlV
1
The process of communication
1 2 2 3 4 6 7
1.1 The objectives of communication 1.2 The meaning of words 1.3 Non-verbal communication 1.4 The context or situation 1.5 Barriers to communication 1.6 Why? Who? Where? When? What? How? 1.7 Planning the message Summary - How to communicate
10
2
Speaking effectively
11
2.1 Basic speaking skills 2.2 Qualities to aim for when speaking Summary - Good speaking
12 19 20
3
Listening
21 21 23 24
4
3.1 Listening - the neglected skill 3.2 Reasons for improving listening 3.3 Are you a good listener? 3.4 Ten aids to good listening Summary - Good listening
25 29
30
Non-verbal communication 4.1 4.2 4.3 4.4
30 31 32
Metacommunication and paralanguage The language of silence The la
