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Contents 1

1 Effective communication 1

Introduction 1

CommuniCation in organizations 2

What is communication？ 2

Managers and communication 4

Interpersonal communication 5

Dealing with barriers 12

Management style and communication 14

Total communication 18

Organizational communication 23

Summary 25

2 Interviewing 27

Introduction 27

Location 28

Preparing for the interview 29

Conducting the interview 30

Closing the interview 35

Making judgments and analyzing results 36

Guidelines for managers for specific job－related Interviews 39

Summary 52

3 Making presentations 53

Introduction 53

Preparation 56

Presentation techniques 60

Summary 69

References 70

4 Running meetings/leading discussions 71

Introduction 71

TyPes of meetings and their implications 72

The roles of chairperson and members 74

Relationships within groups，teams and meetings 84

Summary 90

References 91

5 Conducting surveys 93

Introduction 93

Sampling 94

Planning 96

Methods of collecting data 97

Analyzing the data 105

References 109

6 Negotiating 111

Introduction 111

The subject under negotiation 112

Preparing for negotiation 113

The negotiation 117

Finding Solutions 120

Fall-back situations 122

Behaviour in negotiations 126

Exercises in negotiating 128

Summary 130

7 Training for effective communication skills 131

Introduction 131

Managerial work and communication 132

Training and development 132

Learning 133

Designing communication skills programmes 137

Integration of communication skills 146

Summary 150

Reference 151

Index 153