Better Manager 7th prelims:Better Manager 7th edition

Appendix 327

Manage communications

Communicate orally or in writing to colleagues, customers/clients
and external individuals or organizations

Positive ■ Speaks clearly and audibly and gains the attention
indicators of those he or she is talking to.
■ Written information is presented clearly.
■ Uses language that other people can understand.
■ Delivers concise communications that are readily
understood, simple to interpret and avoid jargon.
■ Speaks persuasively and with conviction.
■ Delivers concise communications that are readily
understood, simple to interpret and avoid jargon.
■ Actively listens.
■ Acknowledges other people’s feelings and emotions.
■ Tailors message to recipient.
■ Expresses ideas lucidly and presents arguments in a
logical manner.
■ Written communications are easy to follow, well
constructed and have an internal logic.
■ Gains the complete attention of those to whom he or
she is speaking.
■ Letters, memoranda and reports are concise, lucid
and to the point.
■ Selects most appropriate means of communication.

Negative ■ Uses language poorly.
indicators ■ Does not readily communicate or share with others.
■ Communications are vague and irrelevant.
■ Letters and memoranda are badly constructed and
written.
■ Sends lengthy, verbose, ambiguous messages.
■ Tends to waffle.
■ Uses language poorly and expresses ideas in a
‘woolly’ manner.
■ Reports and memoranda are poorly structured and
difficult to follow.
■ Reports, memoranda and presentations lack
structure and are unclear.
■ Conclusions are not well justified.