Telephone Skills
Thinking through in advance
what you want to say.
Keeping business calls to the
point.
Motivating
& supporting
GivinQ Praise.
Giving
encouragement.
Giving thanks for praise or
help. working well in a team.
Gathering Information
Asking open & probing ques-
dons to understand views &
feelings of others.
what they are saying.
Presenting
Employing a logical order &
structure. Using visual aids ef-
fectively. Building rapport with
your audience.
Being clear & concise.
Encouraging questions.
SPOKEN
COMMUNICATION
Bruce %odcock, bw@kent.ac.uk
University of Kent Careers
Listening
Accurately hearing What people
are saying & expressing
interest.
Showing empathy.
Giving & Accepting
Criticism
saying sorry in an
not passive way. Allowing disa-
greements to be brought into
the open. Using the unise
when criticising.
Persuading &
Negotiati ng
Getting an agreement accepta-
ble to both sides: win: win.
Backing up points With logic.
Showing tact to those you
disagree with.
Body Language
using it yourself & being sensi-
tive to its use by others: eye
contact, gestures, head nod
ding, smiling, open posture.
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