Hello-I'm Sonya Hamlin -- Chapter 1: Enter Technology, Exit Talking: -- What's new in communicating? -- What you need to know first -- What's new in the twenty-first century -- Even hello has changed -- Biggest issue -- Where do people skills now fit -- What we need to know now -- How communicating has changed -- Communication revolutions -- How it used to be -- New techniques of telling -- Television -- How television has changed us -- What television news has taught us -- In defense of television -- Computers and the Internet -- Major effects on communicating -- Wrap-up: how communicating has changed -- Implications for business communication -- What else can affect your audience -- Chapter 2: Generation Gaps And Diversity In Today's Workplace: -- How are boomer's, gen Xe's and gen Yers different? -- Issues -- Differences in family and life experiences -- Different views of the establishment -- Cultural icons tell it -- Basic differences in priorities and attitude -- Careers and work -- Generations at work (chart) -- Generational differences in getting information -- Perception of time -- Thoughts about information technologies -- What all this means to you -- Our multicultural workforce and communicating now -- Mixed-population phenomenon -- Becoming Americanized -- What immigrants bring: issues and obstacles -- Handling all this at work -- Transcending language barriers -- Chapter 3: How To Get Anyone To Listen To Anything: -- Getting attention is hard -- Me-first factor -- What makes people listen -- What's in it for me? -- How to find anyone else's self-interest -- Knowing your audience at work -- Who's telling? -- What appeals to listeners and why -- What doesn't appeal and why -- How do audiences decide about you? -- How do you tell it -- Techniques of telling -- Make it visual -- How making ideas visual works -- Verbal and nonverbal communication -- How they work: what they do -- Words vs body language -- Choosing your words -- How people feel about learning -- Handling resistance and fear of learning -- Summing up.
Chapter 4: Pre-Think Chart: Strategizing One-On-One Encounters: -- Pre-thinking -- Typical work encounter: what can go wrong and why -- To strategize any encounter and get what you want -- Pre-think chart -- Basic idea -- Why a chart? -- Process -- Section one: Goals -- Where we get stuck -- How the chart changes things -- Section two: Emotions -- Emotions: Other powerful, hidden drivers -- Emotions at work -- Hiding our feelings on the job -- Winning strategies can't bypass emotions -- Generational differences -- Section three: Expectations -- Analyzing expectations prepares and demystifies -- Surprise: the secret weapon -- Expectations: the other side -- Other side: a guide for the summoned -- Don't be a victim -- Other things you can do -- Be honest! -- Use a touch of humor -- Summary for the summoned -- Completed chart -- Pre-thinking results -- Seeing the other side is very humanizing -- Make your own chart -- Analyze a past or future encounter of your own -- User tips for your pre-think chart -- Completing your chart's emotions section -- Pre-think checklist -- Make a chart -- Strategize from your chart -- Chapter 5: Close Encounters: One-on-One: -- Openers -- Before the meeting -- Opening techniques: first moves -- How you greet -- Small talk -- Where to sit -- Body language -- Presenting the substance -- How to begin -- Motivate your listener! -- Ask before you tell -- Telling and explaining -- Be clear and organized -- Make your ideas visual -- Bring take-aways -- Dialogue, not monologue=success -- Create a dialogue -- Listen! -- Know when to finish -- Handling problems, issues, and negative reactions -- How to criticize -- What we do wrong most often -- Creative criticism -- If you're the one being criticized -- Handling anger and hostility -- What we do wrong most often -- Techniques for handling hostility -- Getting at the truth -- If you're the one in charge -- If you're the outsider -- Handling boredom and inattention -- Closure -- Recap and clarify -- If it's your meeting -- If it's another's meeting -- Troubleshoot areas still not resolved -- If it's your meeting -- If it's another's meeting -- Agree on next steps -- Follow up: confirm in writing -- End on a high note! -- If you weren't the host -- If you called the meeting -- Checklist for one-on-one encounters -- Before the meeting -- Openers -- Presenting the substance -- Handling problems, issues, and negative reactions -- Closure.
Chapter 6: Seeing Is Believing: Making Your Message Visual: -- Why visual? -- Take a new approach -- How visuals affect your audience -- Making messages visual -- What to show, what to tell -- Which subjects need visual support -- Which subjects need only telling -- Which subjects need both -- Always personalize your message -- Visual take-aways -- How to design visual messages -- Getting started -- Exhibits can be simple -- Choosing the medium -- Few basic design principles -- Making audiences look: effective presentation of graphics -- Effective use of color -- Making your message visual, verbally -- Using words to make images -- Chapter 7: How To Create Great Presentations: -- Challenge -- Planning your presentation -- Getting started -- Know your audience! -- Know-your-audience questions: don't speechify without them! -- Know-your-audience speedy checklist -- Who's telling? -- How to tell it: the techniques of telling -- Organizing your message -- How to create order in your message -- Create your own outline -- LS/long shot -- Med/medium shot -- CU/close-up -- What speakers do most often that confuses us -- Building a speech outline that makes sense -- Three approaches to organizing material -- Don't just tell me-show me -- Best ways to lay out your presentation on a page -- Why notes matter -- Written speeches vs oral presentations -- Written vs the spoken word -- Effects of written speeches on the audience -- Effects of written speeches on the speaker -- For addicted need-my-whole speech writers -- Writing usable speech notes and outlines -- Basic process -- Chapter 8: How To Deliver Great Presentations: -- Techniques -- Openings -- Who are you? -- Stage fright -- Good getting-to-know-you openings -- Why should they listen? -- What will they hear about and how -- Content: how to explain and persuade -- Presenting in an orderly, organized fashion -- Techniques for explaining new information -- Speaking and language skills -- Activate your audience! -- Closings.
Chapter 9: Art Of Q & A: -- Why do it? -- Preparing for Q & A -- Understanding your audience -- What to look for and expect -- Understand who asks questions -- Understand your adversaries -- Understand your feelings -- Answering techniques -- What usually happens -- Why people don't ask -- Helping people get started -- Some other launches for Q & A -- Sonya's 13 responses for success in Q & A -- 1: Relax and be informal -- 2: Listen hard to the question! -- 3: Clarify the question -- 4: Compliment the asker -- 5: Treat everyone respectfully -- 6: Avoid debates -- 7: If you don't know, say it out loud! -- 8: How to avoid a question -- 9: Taking some lumps is inevitable -- 10: Buying time -- 11: Turn uncomfortable questions around -- 12: Cutting people off -- 13: Getting the audience on your side -- Chapter 10: Meetings: How To Lead And How To Be Heard: -- Why meetings don't work -- Skills you need to learn and sharpen -- What meetings can and should accomplish -- Team building and group connection -- Comparing notes, sharing information -- Hearing opinions openly discussed -- Looking for solutions together -- Developing consensus -- Group self-criticism -- Planning a meeting -- Define your objectives, large or small -- Question your meeting -- Who should come? -- Consider the timing -- Scheduling a meeting -- Best and worst times to have meetings -- Length of meetings -- Location -- Which day to choose -- Creating the agenda -- Input from the group -- Number of agenda items -- Prioritizing and positioning -- Time allotment -- Set agenda times together at the meeting -- Leadership skills for handling people -- Basic personalities at meetings -- Movers -- Opposers -- Followers -- Bystanders -- Three vital meeting skills -- Listening -- Techniques for improving listening -- Supporting -- Techniques for supporting -- Disagreeing -- Techniques for disagreeing constructively -- Communication skills for meeting leaders -- Getting the group's attention -- Staying focused -- Engaging the nonparticipant -- How to cut people off -- Handling controversial or ticklish subjects -- Getting agreement -- When meetings get out of hand -- Handling egos and conflict -- Communication skills for meeting participants -- Come prepared -- Sit in a powerful place -- Look confident and interested -- How to speak up -- Ask questions -- If you're criticized or attacked -- Last word -- Acknowledgments -- Index.
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