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This will help to fix in your mind what is being said. 9 Give feedback. Learn to give positive feedback non-verbally, perhaps by nodding or smiling, to let the speaker know you are following what is being said. Be alert and make an appropriate comment or ask a question if it will help your understanding. 10 Block out distractions. Fight distractions and competing thoughts, by working hard at listening. You may need to close doors, turn off a television or radio, or move closer to the speaker. Remember Listening to what other people are saying is essential to your success in business – whether it is talking to someone on the phone, having an informal discussion in the corridor, or listening to a speaker at a meeting.

QXD 26/5/05 12:40 pm Page 37 Unit 2 Speaking, listening and non-verbal communication 7 8 9 10 37 Imitate the posture and appearance of people you want to impress. Show respect for speakers and listeners. Touch people only when appropriate and acceptable. Smile genuinely, as a fake one will be obvious THE TELEPHONE Most people use the telephone several times a day to talk with friends or to make social arrangements. These calls are usually quite straightforward and require little planning. Using the telephone for business purposes is very different.

Check your notes. Look back at your notes to ensure you have covered everything and quote figures and other data correctly. QXD 26/5/05 12:40 pm Page 39 Unit 2 Speaking, listening and non-verbal communication • • 39 Obtain feedback. Make sure the caller understands the message correctly, especially where deadlines and actions are involved. Close in a positive. courteous manner. Double check any essential details, then finish by thanking the caller for his or her time and trouble. I don’t know if I’m on hold or if they’ve put me on ‘ignore’!

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Drake SSR-1 Communications Receiver Alignment


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