Improve Your Communication Skills, 2nd Edition

British Library Cataloguing-in-Publication Data 
A CIP record for this book is available from the British Library. 
Library of Congress Cataloging-in-Publication Data 
Barker, Alan, 1956–
Improve your communication skills / Alan Barker. -- Rev. 2nd ed.
p. cm. 
ISBN 978-0-7494-5627-6 -- ISBN 978-0-7494-5911-6 (e-bk) 1. Business 
communication. I. Title. 
HF5718.B365 2010
651.7--dc22
2009043350
Typeset by jean Cussons Typesetting, Diss, Norfolk 
Printed and bound in India by Replika Press Pvt Ltd
( c) 2011 Kogan Page L imited, All Rights Reserved.

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About this book 
vii
 
1 What is communication? 
1
The transmission model 1; Understanding how we
understand 7; A new model of communication 9;
The three levels of understanding 11; Conversation: the
heart of communication 19
 
2 How conversations work 
21
What is a conversation? 21; Why do conversations go
wrong? 23; Putting conversations in context 23;
Working out the relationship 25; Setting a structure 30;
Managing behaviour 33;
 
3 Seven ways to improve your conversations 
37
1. Clarify your objective 38; 2. Structure your thinking 39;
3. Manage your time 46; 4. Find common ground 49; 
5. Move beyond argument 50; 6. Summarise often 53;
7. Use visuals 54
Contents 
( c) 2011 Kogan Page L imited, All Rights Reserved.

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vi Contents
 
4
The skills of enquiry 
59
Paying attention 60; Treating the speaker as an equal 64;
Cultivating ease 65; Encouraging 66; Asking quality
questions 68; Rationing information 71; Giving positive
feedback 72