Verbal Communication: Illustrated Course Guides (with Soft Skills CourseMate with eBook Printed Access Card)
PART I: UNDERSTANDING THE BASICS OF VERBAL COMMUNICATION. 1. Organizing Your Messages. 2. Using Vocal Elements Effectively. 3. Understanding Nonverbal Languages. 4. Developing Credibility. 5. Giving and Receiving Feedback. 6. Overcoming Barriers to Communication. 7. Communicating Ethically. 8. Understanding Cross-Cultural Issues. PART II: WORKING WITH CUSTOMERS. 9. Understanding Customer Service Basics. 10. Communicating Empathetically. 11. Adding Questions to Understand Problems. 12. Denying Requests. 13. Coping with Angry Customers. 14. Dealing with the Unexpected. 15. Working with Customers with Disabilities. PART III: DEVELOPING PROFESSIONAL TELEPHONE SKILLS. 16. Exploring Professional Telephone Communication. 17. Placing Telephone Calls. 18. Receiving Telephone Calls. 19. Using Voice Mail. 20. Leaving Professional Messages. 21. Taking Calls for Other People. 22. Screening, Holding, and Transferring Calls. 23. Developing Cell Phone Etiquette. PART IV: IMPROVING INFORMAL COMMUNICATION. 24. Communicating Informally. 25. Listening Actively. 26. Speaking Persuasively. 27. Negotiating Effectively. 28. Managing Conflict. 29. Participating in Meetings. 30. Dealing with Office Politics. 31. Making Proper Introductions. PART V: MAKING FORMAL PRESENTATIONS. 32. Planning Effective Presentations. 33. Developing Presentation Content. 34. Rehearsing a Presentation. 35. Delivering a Presentation. 36. Building Rapport. 37. Managing Anxiety. 38. Using Appropriate Visuals. 39. Managing Questions and Answers.