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...organisation, communications can be upwards, with your own boss or other senior staff; downwards, with junior staff who work for you or for other managers; or sideways, with colleagues. Externally, face to face communications cover a range of encounters, from those with suppliers or clients to those with colleagues from similar organisations or competitors.

Action checklist

1. Clarify the purpose of the communication and its expected outcome

Work out what you expect to achieve from the encounter. Distinguish between your long term goal (for example to ensure that a major project is delivered on time and within budget) and what you expect to achieve from the particular meeting. This will provide a benchmark against which to judge whether the communication was effective. It will also provide a marker for when you should end the meeting.

2. Work out which...

NOTE: All illustrations and photos have been removed from this article.




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