When you send messages, speak on the telephone, or make
presentations, you represent your organization.
By assessing your present level of confidence in these areas, you can
identify where additional study and practice would be helpful. Good communication skills make every other
part of your job easier.
Keep these general principles in mind whenever you are
writing or speaking:
There is no substitute for knowing the facts about your
subject. Learn everything you can about
your organization, how it works, who does what job, normal schedules and
procedures, general policies, and which customers or clients warrant special
consideration.
Never be afraid to say or write that you do not know
something. Do say, however, that you
will find out and let the other person know as
soon as possible. Then be sure to follow through on your promise.
Always try to understand the other person’s point of
view; what is he or she really asking?
Listen to the other person or read his or her message carefully, and
consider the context from which it was written.
When unpleasant information must be communicated, soften
it with something positive.
Observe how effective people around you use the
telephone. Ask to read samples of their
memos (including letters and emails).
What works well for them? How
could you adapt their methods to work for you?
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