ABB Lummus Global B.V.
LGN SFOR 02-7000-02.021 (2002-01-01) Blank US ABB Portrait.dot
Page 1 of 34
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
COMMUNICATION HANDBOOK
ABB Lummus Global B.V.
COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY
2
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 refer-
ence. 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).
ABB Lummus Global B.V.
COMMUNICATION HANDBOOK
COMMUNICATING EFFECTIVELY
3
How to …
1. Be a good communicator
p. 4
2. Communicate effectively
p. 5
3. Listen strategically
p. 7
4. Win people’s cooperation
p. 9
5. Negotiate
p. 11
6. Give feedback
p. 12
7. Deal with criticism
p. 14
8. Keep discussions from turning into arguments
p. 16
9. Resolve conflict
p. 18
10. Present
p. 20
11. Use e-mail properly
p. 21
12. Use voice mail effectively
p. 23
13. Telephone effectively
p. 25
14. Use your voice effectively
p. 26
15. Have an effective meeting