Table Of ContentCommunicate
win
to
2ND EDITION
Communicate
win
to
RICHARD DENNY
London and Philadelphia
Throughout the book ‘he’ and ‘she’ are used liberally. If there is a prepon-
derance of the masculine pronoun it is because the inadequacies of the
English language do not provide a single personal pronoun suitable to refer
to both sexes.
Publisher’s note
Every possible effort has been made to ensure that the information contained
in this book is accurate at the time of going to press, and the publishers and
authors cannot accept responsibility for any errors or omissions, however
caused. No responsibility for loss or damage occasioned to any person acting,
or refraining from action, as a result of the material in this publication can be
accepted by the editor, the publisher or any of the authors.
First published in Great Britain in 2001
Second edition published 2006
Apart from any fair dealing for the purposes of research or private study, or
criticism or review, as permitted under the Copyright, Designs and Patents
Act 1988, this publication may only be reproduced, stored or transmitted, in
any form or by any means, with the prior permission in writing of the
publishers, or in the case of reprographic reproduction in accordance with
the terms and licences issued by the CLA. Enquiries concerning reproduction
outside these terms should be sent to the publishers at the undermentioned
address:
Kogan Page Limited
120 Pentonville Road
London N1 9JN
United Kingdom
www.kogan-page.co.uk
© Richard Denny, 2001, 2006
The right of Richard Denny to be identified as the author of this work has
been asserted by him in accordance with the Copyright, Designs and Patents
Act 1988.
British Library Cataloguing in Publication Data
A CIP record for this book is available from the British Library.
ISBN 0 7494 4435 5
Typeset by Jean Cussons Typesetting, Diss, Norfolk
Printed and bound in the United States by Thomson-Shore, Inc
Thank you to Judith Harker for her loyalty and
commitment through turbulent
times – you are really appreciated
Contents
Introduction 1
PART 1: Communication Skills
1. The Importance of Communication 5
2. Interpersonal Communication 12
3. Helping People to Like You 22
4. Dealing with People 34
5. Giving and Taking Instruction Effectively 43
6. Body Language 51
7. Written Communication: The most dangerous form 57
of communication
8. Telephone Communication 70
9. Meetings 75
PART2: Presenting to Win
10. Presentation Skills 83
11. Nervous Tension 87
12. Preparation 91
13. Content 96
14. Your Audience 103
15. Visual Aids 106
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viii Contents
16. Your Appearance & Attitude 109
17. Delivery 112
18. Develop Good Habits 118
19. Ditch the Bad Habits 121
20. Questions 125
Introduction
‘Communication’ is one of the most important words in the
English language. Without communication, businesses would
founder, governments fall. Yet lack of communication, and the
inability of people to communicate effectively, cause a large
amount of stress, frustration, anger, resentment, misunder-
standing and disappointment. How often have we heard and
used such phrases as ‘If only you’d told me’, ‘Why didn’t you
say so?’, ‘You didn’t make yourself clear’ and so on?
Good communication skills are absolutely vital in any
successful workplace. The ability to impart information and
instructions clearly and concisely and so that they are easily
understood can determine whether or not you get your message
across to a customer or colleague, or clinch that deal. Whether
you are dealing with the secretary in the next office, the work-
force on the shop floor or the salesman out on the road, your
skill in telling people what they need to know is the key to them
performing at their best. Conversely, their ability to give feed-
back to management can have a huge influence on the
continued success and prosperity of the company.
So, what is this book about, who is it for, and what will
readers get out of it? It is a snapshot of the vast subject of
communication, and in particular interpersonal communica-
tion and the various methods of communication – the spoken
and the written word, the one-to-one conversation and the
