19
Table of Contents
Study Skills ....................................................316
Taking Notes ............................................................318
Using a Computer to Study ....................................319
Taking Tests .............................................................321
Chapter 19
Communication Skills .................................. 326
Methods of Communication ..........................327
Communication Tools .............................................327
Styles of Communication ...............................328
Passive Communication .........................................328
Aggressive Communication ...................................328
Assertive Communication ......................................329
Speaking ........................................................329
Improving Your Speech ...........................................330
Public Speaking .......................................................331
Listening ........................................................332
Feedback ..................................................................334
Multitasking .............................................................335
Using the Telephone ......................................335
Receiving Calls ........................................................336
Making Business Calls ...........................................337
Placing Orders .........................................................337
Making Emergency Calls ........................................338
Accepting Personal Calls .......................................338
Writing Business Communications ................339
Writing Letters .........................................................339
Writing Memos.........................................................341
Creating Reports .....................................................342
Sending E-Mail.........................................................343
Nonverbal Communication ............................344
Body Language .......................................................345