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Communication

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ABB Lummus Global B.V. COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY

COMMUNICATION HANDBOOK

“Let Us Give You a Hand in Communicating Effectively”

ABB Lummus Global B.V. The Hague, The Netherlands

Edited by:

Alexandra Atepaeva Debbie Evers Loes van Gijn Bianca de Ruiter

LGN SFOR 02-7000-02.021 (2002-01-01) Blank US ABB Portrait.dot

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ABB Lummus Global B.V. COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY

Introduction
The purpose of this Communication Handbook is to assist you in communicating effectively. It gives clear practical tips per each topic that might be applicable to your daily communication within the company. The layout of the Handbook is very simple with an index of topics for quick reference. There are also some pages at the end of the Handbook, which you can use for your personal notes. The Handbook is advised to be kept on the work desk for an easy reach when needed. For further support and advice on communication you can always contact the TQM Communication Group in room 1317 (Alexandra Atepaeva, Debbie Evers, Loes van Gijn, Bianca de Ruiter).

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ABB Lummus Global B.V. COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY

How to …
1. Be a good communicator 2. Communicate effectively 3. Listen strategically 4. Win people’s cooperation 5. Negotiate 6. Give feedback 7. Deal with criticism 8. Keep discussions from turning into arguments 9. Resolve conflict 10. Present 11. Use e-mail properly 12. Use voice mail effectively 13. Telephone effectively 14. Use your voice effectively 15. Have an effective meeting 16. Have an effective brainstorming session 17. Final Tips p. 4 p. 5 p. 7 p. 9 p. 11 p. 12 p. 14 p. 16 p. 18 p. 20 p. 21 p. 23 p. 25 p. 26 p. 28 p. 29 p. 31

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ABB Lummus Global B.V. COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY

Be a Good Communicator

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Give full attention to people while they are talking to you. Encourage other people to talk, and ask...

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