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by Gill Hasson
Communication
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Introduction
Part 1: Communicate
1 Understanding Communication and Miscommunication
Cultural Differences
Individual Communication Styles
What's in a Word?
Gobbledygook, Gibberish, Twaddle, and Drivel
Assumptions and Judgements
When Emotions Get in the Way
2 Knowing What to Say and How to Say it
Hit the Headline
The Listener's Perspective
Adapt What You Say and How You Say it
How You Say it
Practise the Pause
Lose the Filler Words
Avoid Using Jargon
Invite Questions and Feedback
3 Putting it in Writing
4 Being a Better Listener
Active, Reflective Listening
Ask Questions
The Benefits of Active Listening
5 Reading Between the Lines
Making Sense and Meaning of Non‐Verbal Communication
Intuition
Learn to ‘Read’ Other People
Speak Fluent Body Language
Confident Body Language
Part 2: Connect
6 Making Friends
How to Make Small Talk
Say Something about Yourself; Your Ideas, Experiences, Opinions
Keep the Conversation Going
Build Your Confidence
Put Yourself Out There
How to Disconnect
Getting Back on Speaking Terms with Someone Who's Giving You the Silent Treatment
7 Supporting Others
What to Say? Dos and Don'ts
Giving Bad News
Giving Advice and Information
Encouragement, Compliments, and Praise
8 Winning People Over With Persuasion
Consider the Other Person
Be Clear, Confident, and Honest
Listen, Acknowledge, and Clarify
Listening with an Open Mind
The Backfire Effect
Think About the Counterargument
Steel‐manning
Use Positive Language
Persuading the Other Person to Negotiate
About the Author
Other Books by Gill Hasson
Index
End User License Agreement
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