communicating in today's workplace

COMMUNICATING in TODAY’s

WORKPLACESteve Wise March 2011

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COMMUNICATING in TODAY’s WORKPLACE

Communicating in Today’s Workplace – is so much different than when I started my Career.

The Workplace where I started – basically relied on Phone Calls, Face to Face communication, and the good old fashion Written Word.

Computers had just started to make their way in the Workplace – but were not company wide.

Cell Phones and E-Mail had not been thought of.

Social Networking wasn’t even defined yet.

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Needless to say, Communicating back then –

Was done at a much slower pace than what we experience today.

And reached a much smaller audience.

If I was to list the forms of Communication that I use today I would say –

E-mail, Office Phone, Video / Tele-Conferencing, Face to Face, Cell, Meetings, Texting, Writing, Fax, LinkedIn, and various other ways that are considered “Apps.”

With the Communication Tools that are available today – I can connect with 100’s of People at the push of a button.

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Communication Skills are essential to our Job Performance – whether working on the Shop Floor or in an Office Environment.

How successful you are at Communicating – will often define how successful you are at your Job and in Working with People in your Workplace.

This presentation is directed to those in the Workplace –

That are struggling with Workplace Communications

Or those just starting out in their Work Careers…like my 3 Sons

Included for your consideration and use – is what I have found success at in Communicating with Others in the Workplace…along my way.

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Know Your Audience

Talk With Your Ears Open

What are You Trying to Say

Follow-up is Essential

Use and Master Today’s Many Tools

Don’t Forget Personal Contact

Always Look to Improve

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KNOW YOUR AUDIENCE

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KNOW YOUR AUDIENCEI believe that one of the most critical

elements in establishing good and open Communication –

Is to know your Audience

Who are You Communicating with

There are many factors that they bring to the Conversation that will influence how you Communicate with them.

In addition to conveying what you want to say – you have to find a way that it is received in a manner that benefits all parties.

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KNOW YOUR AUDIENCEThings that you should consider here

include –What LEVEL are they within the Organization.How much TIME do they have to spend at the particular moment.Are they HEARING and RECEPTIVE to what you are saying.What is their STYLE of Communicating – i.e., e-mail vs. face to face, having long conversations.How PASSIONATE are they of the subject you are talking about.How does the subject at hand RELATE to their Job Responsibilities.

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KNOW YOUR AUDIENCE

EXAMPLE: You have been tasked to come up with a Process Improvement for an area that you supervise – but you have never actually performed the work conducted.

You have some great ideas that you want to try out – but you know full well that you need to get buy-in from your Workgroup in order for your efforts to be successful.

How would you go about discussing your ideas with your People and attain the goal of furthering your efforts?

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KNOW YOUR AUDIENCEImportant factors that you must consider of

your Audience include –

Talking to Lower Level Personnel is much different than talking to Senior Management.

You must know the difference and be able to speak to the level of the People you are talking to – i.e., priorities, time, needs, etc.

Lack of Available Time – is now a major factor when Communicating with People.

You must know how much time that you have with them and be able to maximize it.

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KNOW YOUR AUDIENCEImportant factors of your Audience (con’t)

–

Be aware of the tight schedules that People have and adjust accordingly.

If their time is rushed – make an appointment with them later on when they are free to talk.

Preconceived Position – be prepared for someone that may have formed an opinion on the matter at hand before you talk to them.

It is helpful to come prepared to share details to support your position.

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KNOW YOUR AUDIENCE

Important factors of your Audience (con’t) –

Are they the right Person to talk to?

Make sure that if you need to advance an effort – that you are talking to the right person who can so help with your subject or issue.

Your Court vs. Their Court – sometimes the Location that you choose to talk to someone – will influence how the conversation transpires and what is agreed upon.

They may feel more at ease and relaxed on their “home court.”

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KNOW YOUR AUDIENCE


How important is the issue that you need to discuss – as it relates to their Individual or Departmental Responsibilities?

If such hits to the heart of their Responsibilities – than most likely they will fight to maintain their position.

If it does not relate – they may not give you the proper attention that you need.

Know how they like to communicate – i.e., are they an e-mailaholic, or do they like see your face.

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KNOW YOUR AUDIENCE


Be Personal – I believe that it is important for you in your every day dealings with People to be personal with them.

When talking to People – call them by their Name – recognize who they are.

Are You a “Good Morninger?” – how many People do you know that do not say Good Morning to you? …and how do you react to them?

Being personal helps to put People at ease – and lets them know who you are.

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KNOW YOUR AUDIENCE

EXAMPLE: You have been tasked to come up with a Process Improvement for an area that you supervise….MY THOUGHTS –

You need to be open with & share your Ideas.

Solicit their ideas & recommendations as well.

Discuss advantages and disadvantages.

Ask for ways to start on a small scale.

Relate your ideas to what they do.

Be ready and willing to try…try…try.

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TALK WITHYOUREARSOPEN

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TALK WITH YOUR EARS OPEN

QUESTION: When you are talking to others – do you really hear what they

are saying?

HEARING what other People say – is essential to being a Good Communicator.

UNDERSTANDING what other People say – cannot be accomplished without first hearing what they say.

In order to advance your objective, you must hear and understand the viewpoint of those you are communicating with.

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Achieving success with Communicating in Your Workplace – STARTS WITH YOU.

Such includes what you bring to the table –

Are you bringing a one-sided view with a strong intent of advancing your position?

Will you be able to use the best form of communication to discuss your positions?

Are you the type of Individual that will take time to discuss the differences between – and look to achieve mutual gain?

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I have been in many conversations with People whom I would swear – liked to hear themselves talk.

If you are talking to this type of person – do you think that they will hear and understand – what you have to say?

When communicating with People – 2-way communication is essential and needed.

BUT – there will be times when 1-sided communication is needed – such as passing on a directive. KNOW HOW TO USE THE DIFFERENCE.

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Actions that you can take to ensure that you Talk with Your Ears Open include –

2-WAY COMMUNICATION – Unless providing a directive – you should always strive for 2-way communication. SHARE YOUR IDEAS.

GIVE THEM TIME TO TALK – At times, you may be caught up in the moment and need / want to get your point or position across.

Make sure that you give them time to present their stance or viewpoint on an issue.

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Actions that…Talk with Your Ears Open (con’t) –

STAY DIFFERENCES – Whenever differences arise – respect each other and don’t take offense to opposing views.

Do not talk in Anger – you will not hear what is being said including what you are saying.

Sometimes it is best to stop your conversation and reschedule at a later date.

ELIMINATE DISTRACTIONS – If needed, make sure that you hold your conversation where neither party will be disturbed by others.

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SHOW RESPECT – Whether the person that you are conversing with is above, below, or at your level – make sure that you show them respect.

Doing so will help promote an orderly conversation with free flowing ideas and questions.

MAINTAIN EYE CONTACT – I find even in myself that sometimes when I am talking to someone – I do not use direct eye contact.

Doing so will help you focus more clearly on what they are saying – as well as letting them see what you are about.

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REPEATING WHAT THEY SAY – Is one way of confirming that you have heard what others are saying to you.

Repeating the main points of what they said in Your Words – allows your Audience to confirm that you heard and understand what they just said.

HOLD YOUR THOUGHT – As noted above, having a preconceived position can influence a conversation.

Do your best to maintain a neutral position – otherwise you may skew the direction of what they are saying.

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WHATARE YOUTRYING TO SAY?

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WHAT ARE YOU TRYING TO SAY?

Have you ever listened to someone trying to tell a person something – who is having a hard time understanding what they are saying?

What is the one tendency that the majority of us do if we are the one so trying to communicate?

We TALK LOUDER – thinking that the other person will hear and understand our LOUDER words.

We may crank up our voice one or two notches – and keep repeating what they are not hearing.

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If you are struggling with communicating with someone – DO YOU EVER THINK THAT MAYBE THE PROBLEM IS HOW YOU ARE SAYING IT?

In order for our communications in our workplace to be successful – we must be clear in what we are saying.

If our message is “polluted” – not only will it not be understood or be misconceived – but it will waste time.

If our message is not clear and stated in a way that it is not understood – how would you expect for it to be received and accepted?

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When talking to others, it is important for your message to be –

WELL THOUGHT OUT – If your message is direct and to the point – it not only allows the recipient to understand it – but to know the position you are coming from.

CONSISTENT – Your message should not vary – ensure that what you say to one person – would be the same to another in like circumstances.

LEVEL SPOKEN – When delivering your message – be careful of saying it with emotion.

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When talking to others, it is important for… (con’t) –

NOT AFRAID TO SAY – Don’t beat around the bush and sugar-coat the issue. Be strong and forthright with your message / position.

WELL MEANING – Your message should be based upon what you believe and is truthful.

Anything to the contrary will be seen and either resisted or not accepted.

OPEN MINDED – Communicate your point with an open flavor – promote discussion on the matter vs. thwarting any feedback with what you say.

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When talking to others, it is important for… (con’t) –

WITHOUT FLUFF – Don’t try to paint your issue or concern with anything other than what it is – stick to the point and don’t try to camouflage it.

MINIMAL BIASED – When you are presenting an issue or point to someone – do what you can to minimize your personal feelings regarding.

UNDERSTOOD – Talk to your audience at the level that they can understand – including covering the points or topics that pertain / relate to them.

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FOLLOW-UP IS ESSENTIAL

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I am a strong believer that Follow-up is essential to conversing with People in today’s Workplace.

Whether you are a Staff Member or a Supervisor / Manager – it is critically important for you to get back to someone on open issues and concerns.

I believe that you can be the best Communicator to People in talking with them –

But if you are not one to get back to them on open issues or matters of importance to them –

Your words could easily be looked upon as “hollow.”

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My Workplace Follow-up Example –

I served as the Safety Manager of a Repair Division that performed heavy manufacturing – which included directing all efforts pertaining to Safety.

One action that is essential for a Safety Leader – is to spend time in the Workplace – talking to People, observing what they do, and listening to the issues that prevent them from doing their job Safely.

In so performing – I would often be told of Safety Concerns that they were dealing with – and needed to be addressed to ensure their Workplace Safety.

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My Workplace Follow-up Example (con’t) –

If you were one of these People so telling me your Safety Concerns – how would you look at me if I heard your Safety Concerns but did nothing about them?

I learned early on that Follow-up was a critical aspect of my Workplace Safety Communications and one that I needed to master in order for me to be successful.

Whenever I performed these walks and was told of such Safety Concerns –

I would write them down for future action on.

I would also get back to each Individual who so raised the concern – and communicated what actions that I took to address and resolve their issues or concerns.

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The following are my suggestions that can help you in Following Up on your Workplace Issues –

BE SURE YOU UNDERSTAND – First off, make sure that you are clear on any open issues – and what you need to follow-up on.

NOTE THEM DOWN – If you are one that is asked to follow-up on numerous issues – I recommend that you note them down or log them.

TIMELINESS IS A KEY – Following up on items in a timely fashion is critical to your success regarding.

Make sure to note any Due Dates for items that you need to follow-up on and do your best to meet them.

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The following are my Follow-up suggestions...(con’t) –

PRIORITIES MATTER – Items needing follow-up action will differ in terms of how quickly they must be acted upon.

In addition to knowing what needs to be acted upon – you must know which items to act upon first.

GIVE UPDATES – It will be common place for you to have items that will take time to complete them.

For such items – make sure that you give Updates on the status of your actions to the one(s) needing to know – on a regular or as needed basis.

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The following are my Follow-up suggestions...(con’t) –

DON’T TRY TO DO IT ALL – Sometimes when you are trying to follow-up on items – you may feel that you are the one that must handle. Don’t overextend yourself or your responsibilities.

PASS ON WHEN NEEDED – If you are one that interfaces frequently with your People or Company Personnel – you will be often told of various issues or concerns needing attention.

For those items that are conveyed to you that pertain to someone else or another department – make sure that you pass them on to the proper party – and advise the person(s) requesting accordingly.

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The following are my Follow-up suggestions…(con’t) –

COMMUNICATE YOUR ACTIONS – In order to complete your Follow-up Actions – you must let your People know what you did regarding.

After you have completed your actions on their issues, questions, etc. – let them know what you did.

Even if you acted on an issue and resolved it – those so requesting may never know unless you tell them what you did.

PUBLICIZE YOUR ACTIONS – If your actions benefit more than those that raised the issue – take time to share this info with others to see and learn from.

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USE AND MASTER TODAY’s MANY TOOLS

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USE & MASTER TODAY’s MANY TOOLS

To effectively Communicate in Today’s Workplace –

One should strive to master the many forms of Communication Tools that are available within their organization…and use them.

One reason for my recommendation –

Is that Individuals may not use all such forms.

But as a Group they will use all forms available to them.

And by being able to use all forms of Communication within your organization –

You will be able to communicate with whomever with whatever Communication Tool that they choose to use.

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In addition to being able to use the many Communication Tools that your organization may offer –

You should know which Communication Tools are best to be used for what type of Communication.

And also know how best to Communicate with others outside of your Organization.

If you feel uncomfortable with using the Communication Tools that your Organization offers – seek help / training on them and start using them.

The more versed that you are with the various Communication Tools available to you today – the better the Communicator you will be.

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TOOLOBSERVATIONS

MADE

MY RECOMMENDATION

S

OFFICE / CELL

PHONE

• Phone Mail Greetings that are not kept current.

• Phone Mail Mailboxes that are not promptly emptied.

• Messages that are not returned promptly.

• Always keep your Phone Mail Greeting current.

• Return all Messages timely.

• Know the advanced features of your Phone System – and use them to your benefit.

LIVE MEETING

(Software)

• Great way to interface with Field Personnel when needing to communicate & display items to them.

• Requires a good Internet Connection to view.

• Fairly simple to learn.

• Take time to learn and use.

• It is a great way to conduct Meetings and Training with Field Personnel.

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TOOLOBSERVATIONS

MADE

MY RECOMMENDATION

S

E-MAIL

• Most common form of Business Communication today.

• Can be used to reach out and convey a message to many People at once.

• Some People use this as their primary form of communication.

• Don’t Abuse E-Mail – but be Fluent in using.

• Don’t let E-Mail replace your Face-to-Face Communications.

• Can be used as a “paper trail” to track items needing action.

• Keep E-Mail messages short and to the point.

MEETINGS

• Meetings without a structure – are less likely to be productive.

• Are a great way to interact with others and the sharing of ideas.

• Formal Meetings should always have an Agenda – with Minutes.

• Any Open Items should be noted and later acted upon.

• Maintain Open Discussion format if possible.

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TOOLOBSERVATIONS

MADE

MY RECOMMENDATIO

NS

FACE-TO-FACE

DISCUSSIONS

• Great way to find out what People are all about.

• Can be done at the spur of the moment or via a scheduled meeting.

• Can help you to develop your presentation skills and to think quickly.

• Make sure to talk with your Ears Open.

• Location can be instrumental to advancement of issues.

• Do what you can to eliminate any interruptions / distractions.

• Sensitive matters should be discussed in private.

INDIVIDUAL PRESENTATI

ONS

• This is a great form to get your point across including sharing why.

• With this form – you are in control and set the pace.

• To be effective – you need to prepare in advance.

• Learn to make and enjoy making Presentations.

• The more you Present – the more comfortable you will be.

• Don’t feel that you must be the master of your subject.

• But know it well enough to speak on it.

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TOOLOBSERVATIONS

MADE

MY RECOMMENDATIO

NS

OUTLOOK

WORD

EXCEL

POWERPOINT

• These tools are common and everyday tools in a Business / Office environment.

• Hardly a day goes by when you do not use these tools.

• These are critical tools used to communicate various items, issues, etc.

• Know how to use them all – and at an Advanced Level.

• If you are not fluent with – then spend time to learn them well – you will not go wrong.

• Know how to use each Tool to Communicate in your Workplace.

• Presentation skills go hand-in-hand with these Tools.

WHAT’S NEXT

• Our current world is changing so fast.

• New Tools that can be used for Communication are frequently entering the work place.

• Make sure that you do your best to keep up with current technology.

• Do your best to learn them and know them at an advanced level – You will not regret it.

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DON’T FORGET PERSONAL CONTACT

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BEFORE PROCEEDING

I WOULD LIKE TO

ASK YOU

WHAT ADVICE WOULD

YOU GIVE ME

REGARDING PERSONAL CONTACT?

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When Communicating with People through Personal Contact –

What means do you use?

And what do you consider to be Personal Contact?

One concern that I have with current technology as it relates to Personal Contact – is that it has taken the “Personal” out of it.

EXAMPLE: How many People in your Organization communicate almost entirely via E-Mail?

Do you know People that will send you an E-Mail – even though their Office is only a few feet away?

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I am a firm believer that each of us must work at and maintain Personal Contact with those that we work with – internally or externally.

For some People – they can do this with their eyes closed – for others, they may struggle and have a hard time in doing so.

Maintaining and conducting Personal Contact is critical to the success that you need to attain in Communicating with People.

So if you are one of these People that struggle with or are new to the Working World– read on.

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The following are my recommendations for maintaining and succeeding at Personal Contact –

FIRST & FOREMOST – Know that People that you are conversing with – will not always see things the way that you do.

As soon as you accept this fact and embrace it – the easier it will be for you to talk with those in your Workplace.

CALL THEM BY NAME – Whenever you are talking to someone – do your best to call them by their Name.

People love to be recognized…as do you.

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DON’T FORGET PERSONAL CONTACTRecommendations for Personal Contact

(con’t) –

SHOW THEM RESPECT – When talking to others – you should always show them respect.

If you talk down to someone or come off that you know more than they do – you will lose your chance of being personal with them.

NOT ALWAYS BUSINESS – When dealing with People that you work with – both inside and outside your Organization – take time to be Personal with them.

Knowing something Personal about them and taking time to talk about it – shows them that you care about them beyond your business dealings.

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Recommendations for Personal Contact (con’t) –

GO THE EXTRA MILE – Make and take time on your end to talk to others.

Even for a short chat – stay close to those that you work with – go see them on their turf.

MAKE FACE TIME – In order to make your conversation Personal – do it Face to Face.

Resist the temptation to text or e-mail your Message – go and see whom you need to talk to.

SMILE & LAUGH – Take time and enjoy talking to others and laugh with them. It will make you both feel better about what you are doing.

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Recommendations for Personal Contact (con’t) –

BREAK DOWN YOUR WALLS – It is only human nature to put up “walls” around us that either protect us or help us accomplish our responsibilities easier.

An Example – is when we only use our People that do not say no or don’t complain – to get the job done.

Learn to deal with those that are not the easiest to deal with. Find ways to get them involved and get their buy-in to be a team player.

SAY IT AS TO YOUR EARS – By this I mean that you should attempt to communicate your Message as you would like to hear it.

You would not like to hear someone present their case to you with rough edges – so don’t do it yourself.

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ALWAYS LOOK TOIMPROVE

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ALWAYS LOOK TO IMPROVEHave you ever stopped to think about how many things have changed in your Lifetime?

If you have – what one Change has had the greatest impact on You?

I had a Grandmother that lived to be 101 Years old.

She was born just after the Model T came out and just before the first Great Depression.

When she was called Home – Communicating with People had probably changed 100 fold in her Lifetime.

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ALWAYS LOOK TO IMPROVEFor the shear fact that our Lives and Working World can change almost daily – we as Workers must also be ready AND willing to change.

My advice to anyone reading this Training Presentation is –

DON’T BE HAPPY WITH STATUS QUO, and

ALWAYS LOOK TO IMPROVE WHAT YOU DO.

You should be constantly looking to improve your Skills and use of Today’s Tools.

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ALWAYS LOOK TO IMPROVERegarding your Workplace Communication – there are various ways in which you can improve or determine if improvement is needed –

Ask your Supervisor, Manager, or Peers – to Critique you on how well you Communicate.

Ask them to give you their honest opinion – and offer suggestions on how you can improve.

Take time to Learn from Others and from various sources that are different than your workplace.

Social Networking Groups such as LinkedIn is a great source of free expert information.

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ALWAYS LOOK TO IMPROVEImprove your Workplace Communication (con’t) –

Contrast your Communication Style to that of others within your Organization.

Both those that you find Successful at – and those that Struggle with.

Determine what differences exist and why – and possibly adjust your style accordingly.

Become proficient at Public Speaking.

Ways that can help include – Teach a Class, be the Leader of a Group, make a Formal Presentation to your Boss, etc.

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COMMUNICATING in TODAY’S WORKPLACE

This completes this Training Presentation on “Communicating in Today’s Workplace.”

Items that I offered here are not assurances that they will work for You or in your Workplace.

My hope is that items that either have worked for me or that I have observed – may give you ideas to try that may work for you.

Workplace Communication – is essential to what you do – don’t take it for granted.

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COMMUNICATING in TODAY’S WORKPLACE

My Thanks to those that took the Pictures that I included in this Training Presentation.

All Credit goes to them or their organization.

I included them as a representation of the section that they opened.

I welcome your comments and suggestions –

STEVE WISE

[email protected]

COMMUNICATING in TODAY’s

WORKPLACESteve Wise March 2011

communicating in today's workplace

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