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#ANSWER KEY OF COMMUNICATE WHAT YOU MEAN BOOK HOW TO#
#ANSWER KEY OF COMMUNICATE WHAT YOU MEAN BOOK PDF#

#5: Use analogies to explain technical conceptsĪ good way to explain a technical idea is to use an analogy. Ask them whether they understand what you're saying, if necessary. Keep your eyes on customers when you talk to them and be alert to cues indicating that they don't understand. Be careful that you don't make two opposite mistakes: either talking over their head or talking down to them. The same acronym can mean different things, even in an IT context (for example, ASP can refer to "application service provider" or "active server page"). If you use acronyms, be sure you identify what the acronym means. Be careful, therefore, when explaining things to them. If you must use the negative, try a question such as "Am I correct that you don't have Word installed?" #4: Be sensitive to differences in technical knowledgeĬhances are, your customers have less technical knowledge than you do. It's clearer if you phrase the question positively (e.g., "Do you have Word installed?") or ask an open-ended question ("What applications do you have installed?"). Suppose you say to a customer, "You don't have Word installed?" and he answers "Yes." What does he mean? Yes, you're right, Word is not installed? Or yes, he DOES have Word installed?Īsking a negative question creates confusion.

#ANSWER KEY OF COMMUNICATE WHAT YOU MEAN BOOK HOW TO#

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That way, the other person at least can confirm or correct you, and in either case save time. If you feel you have to interrupt, at least cut to the chase and tell the other person what you think his or her main idea was. They'll be especially upset if, while they're explaining a problem, you interrupt them and start offering a solution. In doing so, he prevented that ship from sending Titanic an iceberg warning.īe careful about interrupting others, particularly your customers. Titanic wireless operator Jack Phillips interrupted a wireless message from a nearby ship, telling them to shut up. Here are some tips on how you can communicate more effectively with people at work, be they customers, co-workers, subordinates, or superiors. When asked to name the top three skills they believed their subordinates need, 70 percent of the readers of CIO magazine listed communications as one of them. Communications plays just as important a role in your careers. Clearer communications could have prevented the tragedy and the loss of more than 1,500 lives.

We all know what happened to the Titanic.

#ANSWER KEY OF COMMUNICATE WHAT YOU MEAN BOOK PDF#

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