Communication is all about bringing people together and understanding each other. With so many different people and personalities in our workplace, it’s no wonder there’s sometimes conflict. If conflict is not handled constructively and positively, the results could be very damaging. But it doesn’t need to be that way.

Here are some tips to help you when conflict arises:

1. Don’t let anger control you. Reacting on negative emotions is the worse thing you can do. Before you do anything stop, take a deep breath, and think.
2. Acknowledge the conflict. If there is a problem, don’t pretend there isn’t.
3. Don’t gossip. Whether it is your issue or others, gossip will only lead to further conflict. 
4. Talk directly to the person you need to talk with. Not by email or text, but face to face. Keep others out of it, unless a mutual trusted mediator is needed. 
5. When you are prepared to discuss the problem, come with solutions.
6. Try to understand the other person. Put yourself in their shoes and remember to be respectful. 
7. Use your active listening skills. Put your focus firmly on the person speaking, engaging and encouraging the speaker to voice his or her views.
8. Keep your emotions in track. Share your thoughts and feelings, but do not get overwhelmed or lose your cool.
9. Check for understanding. When it is your turn to speak, make sure you are clear and that the listener understands what you are trying to say. 
10. Keep the lines of communication open, and keep an open mind. Conflicts are an opportunity to learn great lessons. 

Communication is our lifeblood. As with every other endeavour, the more you put into it, the more you will get back.

 Remember: You listen. You talk. Things change.

The typical executive today spends approximately 20-25 per cent of their time writing. Yet, writing is one of the last skills that people seem to want to work on. With the amount of email that you probably send out each day, it is vital that you know how to write intelligently. Here are a few key points to consider when writing for business:

1. Use short, concise sentences. Definitely avoid circumlocution, which is the use of more words than necessary to express an idea. Business writing has a definitive purpose, and that purpose is not to write a creative prose, but to relay a clear message, information or instructions.  
2. Be clear. There is little more annoying than having to keep re-reading an email searching for meaning. Too often business people use big words, hoping to some like an intelligent expert. Instead, they sound like they are trying too hard. Use short, precise words to get your message across.
3. Re-read, proofread, edit your own work. No matter what you call it, this is vital for successful business writing. Misunderstandings can easily be prevented if you take a time time to go over what you have typed.
4. Cut the jargon. In writing, you can never tell what terminology your reader knows. The jargon your department uses might not make sense to your reader. And if that is the case, then you won’t make sense. Not exactly the impression that you want to make!
5. Avoid filler words. Use the words you need and leave it at that. It especially seems that people are nervous about ending a message, so they feel the need to fill that space with useless words. Don’t. Instead, develop a quick sign off that you will feel confident using. Which brings me to my last point…
6. Calm down and smarten up. Too often, today’s text language pops up in business writing. Do not use inappropriate exclamation marks, smiley faces, slang, unofficial abbreviations, intentionally misspelled words or cutesy sign offs. These have no place in business writing and can do real damage to your image as a professional.

Remember: If you want to be a better business writer – be simple, clear and precise!

Powerful Business Writing Skills: Join Shirley on 24-25 May for her popular two-day workshop that will transform your writing skills.

http://www.shirleytaylortraining.com/shirley_taylor_pbws.html

When was the last time you crafted your presentation to specifically persuade, convey credibility and pack a punch?

Imagine what we could achieve in business (and in life in general) if we could speak without fear and sell our ideas convincingly every time?

Imagine being able to speak confidently at meetings, deliver your presentation and always have your customers, clients, stakeholders, colleagues and bosses see you in a credible, convincing light. Then "buy" from you.

Despite the onslaught of new communication technology, the need to communicate powerfully and pitch successfully in front of audiences, large or small, seems to be more important than ever. Why then do most people spend so little time in precision planning and preparing their presentation for maximum, positive impact?

You can create that impressive impact by putting aside your slide show and focusing on your language toolkit.

In my years of experience as a speaker and professional MC here's what I consider to be the two most perplexing questions on a presenter's mind:

Firstly, how can I make myself memorable to my audience (for all the right reasons) leaving a positive lasting impression? And secondly how can I face an audience – large or small – without being overwhelmed or fearful of messing up my entire presentation?

One thing that will definitely make a difference is your choice of language. Imagine a presenter who uses formal, highly technical language, almost as if they are a walking, talking document. Now compare that to a presenter who uses colourful, vivid phrases and explanations that are thought-provoking yet clearly understood by everyone. There's little doubt that words can really pack a punch and help you build that all important rapport with your audience.

Let me share with you this formula of FREE speech to liven up your language:

F – Fit, flab-free phrases

Delivering in long-winded, convoluted sentences is a surefire way being remembered as colourless and dull. It will help your audience follow your thoughts if you develop your main points by way of short, sharp headlines or statements to help you sell your ideas more persuasively. If you use analogies or similes that relate to the point you're making, this will evoke striking images or pictures in the minds of audience members.

I've long remembered the senior financial planner pitching for business to a large organisation by way of using metaphors to explain how his company can partner with the organisation. He explained how his planning service moulded itself on a role similar to a navigator in an international car rally. His financial planning helped clients (the rally car driver) to successfully navigate the tight twists and curves in the road ahead. He spoke of journeying with them for the entire race with constant commitment and loyalty.

During his pitch, he used phrases like 'navigator precision' and 'rewards for high performance in tough economic times.' He won the pitch by a mile. The feedback linked back to his success with the colourful phrases that were more memorable than his competitors who were heavily technical in their language.

R – Repeat what is important to your audience.

Like it or not your audience's attention span is getting shorter. In many ways the people you are presenting to are waiting for you to press their buttons and deliver information that relates directly to them. In other words, they want to hear the direct benefits of what you're selling – not just the features.

Your audience will recall sections of information that you repeat often. They are more likely to remember you favourably if you've explained how you can specifically add value to them and then repeat the benefits to them. But beware, this is not a license for you to rattle off multiple key points many times over. Instead it's an opportunity to repeat one or two benefits a few times so it leaves no doubt in people's minds about what they should remember about you.

It's always a good idea to re-package the key points you're making in simple terms. In other words, dress them up in different ways using vivid language to help drive home your messages persuasively.

E – End with power

When it comes to the grand finale, what many speakers don't realise is that the conclusion often determines the success or failure of a presentation. Regardless of whether you’re presenting to two people in a meeting or 200 people at a conference, the end must leave the audience with a positive lasting impression. Generally speaking, the conclusion should be rammed home in a brief and preferably inspiring climax. It should include a call to action or food for thought. It's your opportunity to package the presentation neatly, ending on the same positive note that you started on. It's your last chance to fully persuade, stimulate or inspire.

I am often disappointed for a speaker who has obviously spent many hours carefully compiling their introduction and main body of the pitch only to drop the ball at the conclusion and end abruptly with a lame note such as, "Well ladies and gentleman that's it, I think. Does anyone have any questions?"

Perhaps that speaker was wishing that a dynamic conclusion might magically come to mind when wrapping up. The reality is, strong or powerful conclusions rarely "come to you" at the crucial moment. A solid ending requires careful planning in advance.

E – Emotionally charge your work

I can just see all the technical presenters now rolling their eyes at the call to inject emotion into their very straight-down-the-line business presentations. Believe me, so many business people, when required to give a presentation, struggle with this final rule. Many professionals, such as solicitors, accountants or engineers, believe that appealing to an audience's emotions will make their presentation 'too soft' and therefore compromise their credibility. However, there is no escaping the fact that the majority of listeners will remember ideas and information that appeal to their emotions.

This communication rule is about personalising the presentation and finding commonality with your audience. When you include a human angle or a real life story to illustrate your point, this will help you press the emotional '"hot buttons' of your audience. Many business leaders agree that when these buttons are pressed you are one step closer to speaking without fear and performing at your peak in front of audiences large and small.

In this era of Facebook, Twitter and email, crucial face-to-face communication skills have been lost or put aside indefinitely. There has been a sharp decline in face-to-face communication in favour of instant contact overload. Because of this, people are losing vital opportunities to connect and network.

 Face-to-face communication can give some of the most enriching experiences, however. Human interaction allows you to relay the most information, keeps you alert and allows you to truly connect with another person, an asset that is completely lost in instant communication. Face-to-face communication is also the most effective form of networking that can contribute to your success. Here are tips to help you with your face-to-face interactions today:

1. Initiate face-to-face communication. 
   Email is fast, but it can be easily misinterpreted, leading to sticky situations. More information is relayed with face-to-face communication. Especially if there is a chance of conflict, meet in person to diffuse negative feelings and enforce the understanding that we all have emotions and can be sensitive to issues. Meet in person to establish real connections.
2.  Be aware of body language, facial expressions and eye contact. 
   Use these tools to your benefit. Visually convey interest, openness and attention. Be sure to watch the other person for visual subtleties, but be carful not to misinterpret.
3. Keep your eye on the goal. 
   Social chit-chat is good, but don’t forget why you wanted to initiate communication in the first place. Use face-to-face contact to help you clarify your message. It allows you to make sure that the message is understood and well received. 
4. Make the conversation count. 
   Do not drift through topics. Pay attention to the conversation and the people involved. You want to be able to walk away remembering what was discussed and feeling like the interaction was successful. 
5. Be real and sincere. 
   Be there in the present, not in your own head or, even worse, on your phone. Stay alert to speak with confidence and interest. Give the other speaker your full attention.
6. Be sensitive to the other person’s time. 
   Do not spend 20 minutes when you asked for 10, and don’t side step around issues. Staying present will allow you to communicate clearly and contribute to a successful conversation. 
7. Be prepared. 
   Know what the topic of the conversation is before you start. If discussing ideas with a colleague or superior, know what you want the outcome of the conversation to be. 
8. Face to face communication is a collaboration. 
   Every communication is give and take. Take the initiative to start face-to-face communication and give the other person your full attention. 

Face-to-face communication is the most complete, most powerful form of conversation. Do not avoid it, but embrace it and make it work for you. Do not pass up the opportunities that come from connecting with another person.

Star Tip

  Feeling burnt out in the middle of your working day? Have what scientists call a ‘human moment’! Interacting with another human being gives our brains stimulation that we don’t get from computers. Our brains have to interpret visual and vocal cues every second, demanding focus and intellectual involvement. It keeps our brains sharp and alert and stimulates emotional reactions. A ‘human moment’ can give you that burst of energy you need while at the same time connecting you to another person, making your day feel that much more successful.

Needless to say       

Three words that should not be used! If it's needless to say, then why say it?            

Please find/Please see

My gripe about these phrases is that the active verbs are find and see. But you don’t want the reader to see or find.
After all, it’s not lost!
This style of writing is also passive. Make your writing active instead by using:
I am attaching …
Here is …
Please take a look at my draft …
As promised, I have attached …

Return

Many people use the phrase return back. This is not correct.
We return faulty goods. We return to our favourite island resort.
We do not need the word back.

Stay

We use stay for short periods only.
For example:
I am staying at the Oberoi Hotel when I visit Mumbai.
I live in Holland Village, Singapore.
I will stay at the Marriott Hotel when I visit Hong Kong next week.

Use/Utilise

Use is much better than utilise.
For example:
Using this printer will save money.
We use this new technology.
You should use active voice in your writing, not passive.

While/Whilst

Whilst is old-fashioned. Use while.

Zeros

Avoid a lot of zeros. $10 million is much better than $10,000,000.

Time is money, so save your money

I’ve known people who roll their eyes when someone mentions ‘time management,’ and mutter under their breath, “I don’t have TIME to worry about time management.” The problem with that attitude is that good time management doesn’t have to take much time or effort at all. The changes you make in your habits don’t have to be huge. Even small changes can make a big difference when added together. 

There are many things you can do that will help you be more efficient without having to waste an hour a day trying to save fifteen minutes of work.

Here are a few ideas you can try: 

1. Only touch a piece of paper once. Okay, this one doesn’t totally fit today’s computerised world, but it does apply, and it can be modified to fit our current needs. For example, many businesspeople have an IN box. It might be your top drawer or an actual box sitting on your desk. Don’t thumb through the items in your IN box, reading them over and over so you can choose one that you want to work on. Pick up the next item in the box, do it, and move on to the next. You’ll save time because you won’t be reading each item multiple times a day to see whether you want to do it. 
   Actually, the same can hold true for computer work. Unless you are expecting something you need in your email, don’t open and read everything you get immediately when that little ‘you’ve got mail’ tone goes off. Chances are you’ll go back to whatever you were working on originally and have to re-read the email again later when you decide what action, if any, is required of you. 
2. Prioritise. Whether you take ten minutes first thing in the morning, or ten in the morning and ten right after lunch, prioritise your work for the day. You’ll save time because you won’t be ruffling through projects constantly during the day, trying to figure out which one you should work on next. Take a few minutes to line the day’s work out in an orderly fashion. Of course, you have to be flexible – new jobs come in constantly that take priority, but don’t stop what you planned to do unless absolutely necessary. 
   Personally, I’ve always used the last ten minutes of the day to clean up my desk and prioritise my work for the next day. I love coming in to that nice clear desk in the morning, knowing right away what my schedule is. I even stack my workload in the correct order, so the first job is right on top! 
3. Use lists. Lists can be helpful in so many ways. Use a list on your calendar to prioritise your work. Use a list on a project to line out the steps you need to take to complete it. One of the biggest ways you’ll save time is by not making false starts and having to go back and redo work because you forgot a step. 
   A note of caution, however: Don’t become so enamoured of lists that you spend more time on lists than on work. In all honesty, I once worked with a young lady who made lists of her lists. True story! She had so many lists that she made a list of them so she wouldn’t forget to update each one. I think most of us would agree that this is defeating the purpose of saving time by using lists. 
4. Avoid distractions. Are you easily distracted? Can you see out the door of your cubicle to the hallway? Do people walking by catch your eye? Do they stop and lean in the doorway to chat? 
   If you waste time because you are distracted by others, move your office layout so you can’t see out the door anymore. Perhaps security requires that your computer not face the hall. If that’s the case, arrange a plant in front of your desk on a file cabinet so it blocks most of the doorway. Explain to people who come in to chat that you are sorry but you have a close deadline and don’t have time to visit. After a while, people will get the idea and stop bothering you. 
5. Don’t multi-task. I bet this one surprises you, right? The difficult part about multi-tasking – such as typing an email and talking on the phone at the same time – is that you aren’t giving your full attention to either task. You’re more likely to take the wrong message or make a typo when your mind is on the other task. What a waste of time to have to call the person back to correct your message, or re-open the file so you can correct the typo and print it out all over again! 

While these tips might be perfect for your situation, you should be able to come up with other ways to save time that only apply to your own work profile. For example, once upon a time, I worked on files each day. I did particular things to a file and then took it back to the file room and filed it away correctly. It dawned on me one day that I must walk back and forth to that file room at least twenty times a day, so I decided to set aside a few minutes before lunch each day to file ALL the files from the previous afternoon and that morning. I saved about a half hour a day – yes, I timed it – by doing all the filing at once. It’s very likely you can find specific time-savers for your workday too! 

Fill up

To fill up means filling up something that is empty with something else, like filling up a glass with water.
If you are referring to a form, you fill in a form (British English) or fill out a form (American English).

Grammar

Too many people still spell this word as grammer.
There is no such word as grammer – it's grammar.

In order to

This is an old-fashioned wordy phrase that can easily be shortened by removing the first two words.
Just say to.

Learnt/Learned

Both of these words are correct as the past tense and past participle of the verb learn.       
Learnt is more common in British English.
Learned is more common in American English.

Mention

Mention and mentioned are not followed by the word about (same as discuss and discussed).
For example:
The teacher mentioned that next Monday is a public holiday.
The last thing I want to mention today is the importance of email etiquette.

A lot

So many people write a lot as one word instead of two. 
If you do this, ask yourself if you would write alittle or afew. Of course not, right? So please don't write alot! 
For example:
There are a lot of blunders in this blog.
A lot of people will attend the event.

Back

Do you use expressions like return back or exchange back?
If so, you don't need the word back - it's completely redundant!
For example:
I must return the shoes because they are too big.

Compare to/Compare with

When comparing things that are dissimilar, use compare to.
When comparing things that are similar, use compare with.
For example:
My life has been compared to a soap opera.
Ripples on the water can be compared to frosting on a cake.
US Congress may be compared with the British Parliament.
Compared with running, walking is better for people with knee problems.

Discuss

It is not grammatically correct to say discuss about.
The word discuss means to talk about, so if you say discuss about, you are saying talk about about.
The same applies when you use the word mention. We don’t need about.
For example:
Mary mentioned that her report was overdue.
I want to discuss the agenda for next week's meeting.
In Shirley’s workshop we discussed the new rules for effective writing.

Everyday/Every day

Everyday is an adverb.
Every day as two words are adjective and noun.
For example:
Making your bed is an everyday chore.
I get the bus to work every day.
Having to write e-mails is an everyday task. 

Do you get annoyed when reading emails in your inbox? Do you feel frustrated when the writer rambles on and doesn’t get to the point? Do you feel confused when the writer doesn’t use paragraphs? Do you have to read messages several times to decipher what the reader is trying to say?  If so, you’re not alone!

 Every day we all encounter many annoyances in our emails – and yet we rarely say anything about them to the sender. Instead, we let the errors and etiquette blunders build up until they become a real bone of contention. So, the question is – how can you avoid people thinking the same thoughts about your emails?

 Here are a few commonly-expressed annoyances that we must all take note of:

• Capitals. The word alone may be sufficient to describe this common source of annoyance. I’m sure that you will have received an email at some point, with the key points highlighted in capitals, yet it’s a mistake that people make time and time again. Here’s an example: “I look forward to receiving your proposal by THURSDAY. As mentioned before, this project is VERY URGENT”. It is quite clear that the proposal is urgent and required by Thursday, so there really is no need to capitalise the key words. Anyone with a little common sense will be able to decipher the request without any obvious prompts. Capitalising words can appear to be condescending too.
• Underlining. Have you ever seen some text underlined in an email and then put your cursor over it because you thought it was a link? Me too! Never underline anything on email. If you want to emphasise something, use bold or italics.
• One paragraph messages. Emails that are written in one large paragraph are difficult and frustrating to read. It’s hard to focus and pick out the main points. Readers have to go over the message again and again to take in the various points and figure out how they are expected to respond.
• Information overload. Email is great for messages, but it’s not good for a 2,000 word project brief. Unless you want the reader to acquire RSI from repeated scrolling, lengthy documents should be sent on a separate attachment, displayed appropriately.
• Wrong words. In recent years, just about every kind of email software has a spell check option, so there really is no excuse for bad spelling and grammar. Common irritants include using there instead of their, your instead of you’re, loose instead of lose and its instead of it’s (or vice versa). I’m sure you’ve seen lots more.
• Text language. The place for SMS-acronyms is in text messages, not in emails. It’s unprofessional and can be misunderstood.
• Is email the best option? Be honest. How many times do you send an email when you know it would be better to pick up the phone? I’m sure we are all guilty of this. It is often better, and will save time too, to pick up the telephone and talk, rather than trying to describe in-depth events or issues in an email. And you’ll probably avoid a lot of email ding-dong and get your answer much quicker!

These are just a few examples of annoying and irritating email habits to avoid, but no doubt you will have encountered many more. The key is to check your emails carefully before you send them. Would you be happy to receive them? If not, – pause, re-think and rewrite!

(You know what they say about ‘assume’!)

Visualise it: you’re in a meeting, discussing the budget for the Security Division. You begin to state your idea regarding an issue with cyber security, “The biggest problem I see is…” and suddenly the gentleman down the table interrupts, “Yes! The biggest problem is the way the pens and pencils in the storeroom keep disappearing. Exactly!” You stop and frown. Everyone looks perplexed. What do pens and pencils have to do with cyber security?

The co-worker who interrupted you made a common mistake in communication – he made an assumption. In fact, he made several assumptions. He assumed your statement was about security in general as opposed to cyber security. He also assumed that he knew what your statement was going to focus on. Finally, he assumed that you and he agreed about the problem.

Why do we make assumptions? 

Often, we make assumptions about what someone else is trying to say because of speech patterns. Some people talk faster than others; some people use pauses in their conversation style. Perhaps your brain works just a little faster than the speaker’s. Because of this, you might have a tendency to jump in and complete a sentence or idea during those pauses. 

Another reason we make assumptions is that we think we know what the other person is going to say. Now, I don’t know if you have psychic powers and can read minds, but I know I sure can’t. That’s why language developed – so we can communicate clearly. Guessing at what another person is going to say just causes confusion. 

What happens when we make assumptions? 

Making assumptions not only causes confusion, but it also causes delays that most of us can ill afford. Time is money, and taking the time to explain where someone has made a wrong assumption is a waste of time that could be used for more productive work.

Similarly, making assumptions can also cause ill feelings in the office. If you are constantly finishing other people’s sentences and jumping to conclusions about their ideas, the office dynamic is strongly affected. Others will stop including you in their meetings and brainstorming sessions because they know you don’t pay attention anyway. 

How can we avoid making assumptions? 

The key to keep from making assumptions in communication is to give full attention to the other person and understand exactly what he or she is saying first before adding your comments to the discussion. Here are five tips to ensure you won’t be the one wasting time by making incorrect and often embarrassing assumptions when you communicate with others: 

1. Be patient. Your ideas are important, but no more important than anyone else’s. 
2. Listen carefully. If you are busy thinking about what you want to say, you aren’t going to hear what the other person is saying. 
3. Take notes if necessary. If the discussion is a long one, notes can help you remember the points you want to make.
4. Rephrase what was said in your own words. This is the clearest way to ensure you haven’t made an assumption about what a statement means. 
5. Don’t interrupt. The speaker may be going on to clarify exactly what you are questioning.
6. Pause and reflect. Allow some time to let the speaker’s comments fully sink in by pausing and reflecting before you jump in to speak.

The ‘assume’ joke 

Ass/u/me: Although the old joke about the word ‘assume’ has been around for years (even the coach in the Bad News Bears movie used it) it still holds true. When you jump into someone else’s statement, when you assume you know what they are going to say, you disrespect the person speaking. You also show your own lack of professional speaking style. In other words, you make an ‘a**’ out of ‘u’ and ‘me.’