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Free Small Business Resource Center - Our newest site aimed at those operating, owning or thinking of starting a small business. Great articles, resources, tutorials and more. All Free

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Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Communication: Learn new communication skills, written, verbal, and discover new ideas about non-verbal communication, non-violent communication and how the way you communicate affects your relationships at home and work.

Articles:

Creativity, thinking and listening - by Nick Heap
Listening to others is often the most effective thing you can do to develop their thinking and creativity (Added: 28-Nov-2000 Hits: 904 )

Winning Word Choices for Effective Communication - by na
A very short article, written for telephone customer service reps that contains a few tips on phrasing when dealing with customers on the phone. Short but useful (Added: 30-Jul-2007 Hits: 786 )

The Seven Principles of Intentional Communication - by Jan Pedersen
Intentional Communication can be defined as speaking and listening for results. The speaker controls the outcome of the conversation, and these seven principles help you see the link between the way in which you communicate and the result you get as feedback. (Added: 19-Mar-2001 Hits: 695 )

The Johari Window - Creating Better Understanding Between Individuals and Groups - Mind Tools - by n a
The Johari Window is a communication model that can be used to improve understanding between individuals within a team or in a group setting. Based on disclosure, self-disclosure and feedback, the Johari Window can also be used to improve a group's relationship with other groups. (Added: 22-Mar-2006 Hits: 318 )

Advanced questioning techniques - by Peter Venn
We use questions every day. Most of our daily conversation involves either asking or answering questions. Sometimes, though, our questioning can seem a little unempowered compared to others who can almost instinctively "drill down" to the information they are looking for. Watch good interviewers on television. What makes them so powerful? There are plenty of bad interviewers on TV too: what makes them so bad? (Added: 21-Apr-2003 Hits: 350 )

Not Just the Facts Ma'am - by Daniel Robin
There are two ways of talking about an experience: (1) describing exactly what you saw, heard, or felt, and (2) describing your reaction, interpretation, or opinion about what you saw or heard. Both ways are valuable. The skill is to distinguish between actual perceptions and your conclusions about them. This is the same difference as observation versus inference, or fact versus opinion. (Added: 5-Aug-2002 Hits: 320 )

Categories:

Business Communication (17)
Improve you ability to communicate on paper, one-on-one and in groups within a business context. Don't let poor business communication skills let you down.

Delivering Bad News (9)
Learn techniques you can use when having to deliver bad news. Develop your ability to use tact and sensitivity in tough communication situations.

Interpersonal Communication (8)
Develop your interpersonal communication skills and pave the way for better relationships, and less conflict at work and in your relationships.

Listening (5)
The ability to listen and prove to the other person that you are REALLY listening is critical to building effective work and personal relationships. Improve your listening skills from these hints, tips and listening skill suggestions.

Non-Verbal Communication (6)
A very popular topic, you can learn how non-verbal communication (voice tone, proxemics, gestures, etc) alter the communication process. Learn to make sense of non-verbals.

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Pages Updated On: 23-Jan-2009 - 14:16:02





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