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Workshop in a Box: Communication Skills for IT Professionals
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Workshop in a Box: Communication Skills for IT Professionals
by Abhinav Kaiser
Workshop in a Box: Communication Skills for IT Professionals
Workshop in a Box: Communication Skills for IT Professionals
Workshop in a Box: Communication Skills for IT Professionals
Credits
About the Author
About the Reviewer
Preface
What you will learn in this book
Who this book is for
Conventions
Reader feedback
Customer support
Errata
Piracy
Questions
1. Communication Training
How to use this communication training guide
Strategy for trainers
Quality in communication
The PDCA circle
Summary
2. From Governance to Communication
Communication and organizational structure
Communication and governance
Communication policy
Sample communication policy
The communication process
How does a process help in the development of communication?
Sample communication process
Basics of communication
7 Cs of effective communication
Completeness
Conciseness
Consideration
Concreteness
Courtesy
Clearness
Correctness
Types of communication
Different communication styles
Dominance
Influence
Steadiness
Compliance
Cross-cultural communication
Rapport and relationship for effective communication
Summary
3. Written Communication
Forms of written communication
Action-focused communication
Influential communication
Negative communication
Communicating information
Jargon
Project updates
Peer-to-peer communication
Customer communication
E-mails
E-mail policy
E-mail etiquette
E-mail templates
Visual communication
Flowcharts
What are flowcharts?
Hierarchical flowcharts
Tables and graphs
What are tables?
Imagination is key
Business instant messaging
Business instant messaging etiquette
Social media communication
Summary
4. Listening and Questioning for Effective Communication
Listening – core of communication
Hindrances to good listening
Physical distractions
The solution
Mental distractions
The solution
Preconceived notions
The solution
Opinions
The solution
Language and culture
The solution
Multitasking
The solution
Tips for improving your listening skills
Power of questioning
Benefits of asking questions
Various questioning techniques
Probing technique
Open-ended questions
Closed questions
Leading questions
Summary
5. Telephone Communication
Telephonic communication
#1: When you make a call, be prepared
#2: Professional yet friendly
#3: Stay positive
Employee-employee telephonic communication
Work handover
Support request
Telephonic meetings
Employee-customer telephonic communication
Understand the customer's needs
No jargon please
Meeting the requirements
Telephony etiquette for effective communication
Summary
6. Face-to-face Communication
When to employ face-to-face communication
Other benefits of face-to-face communication
Types of face-to-face communication opportunities
Meetings
Preparation
The actual meeting
The opening
The discussions
Closure
Post-meeting
Nonverbal communication – body language
Breathing
The science behind breathing
Breathing right
Posture
The communication posture
Proxemics
The handshake
Facial expressions
Facial expressions
It all begins with the lips
Show interest
Conflict management
Conflicts arising out of communication
Medium for conflict resolution
Conflicts owing to communication styles
Think objectively and not subjectively
Open communication for resolving and avoiding conflicts
Controlling face-to-face Interactions
Step 1 – Pacing
Step 2 – Locking
Step 3 – Leading
Summary
7. Showcasing and Presentation
Importance of presentations for employees
Four types of presentation
Four pillars of presentation
Pillar 1 – understanding the objective of the presentation
Technique – pen on paper
Pillar 2 – analyzing the audience for the presentation
Pillar 3 – slide preparation
The three-step approach
Step 1 – Objective to be achieved
Step 2 – Draft presentation material
Step 3 – Organizing presentation material
Pillar 4 – presentation delivery
The secret behind good speakers
Controlling nerves
Get familiar with technology
Creating content for effective presentations
Traditional content
Cognitive content
Step 1 – Provide reasons why the presentation is worth the time and effort
Step 2 – Getting into the crux of the subject matter
Step 3 – Application of subject matter to work life
Step 4 – Q&A, summary, and conclusion
Delivering effective and efficient presentations
Summary
8. Reports, Proposals, and Business Cases
Reports
Importance of reports
Process for reporting
Step 1 – Obtain objectives
Step 2 – Identify data points
Step 3 – Capture data
Step 4 – Verify and collate data
Step 5 – Analysis and conclusion
Business proposals
Importance of business proposals
The language
Save the best for the first
The proposal preparation
The proposal format
Sample business proposal
Business cases
Elements of a business case
Problem statement
Problem analysis
Assumptions
Solution
Cost-benefit analysis
Recommendations
Business case template
Sample business case
Summary
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Workshop in a Box: Communication Skills for IT Professionals
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