6. How to build Rapport
Respond.
Listen.
Ask Pertinent questions.
Small Talks.
Remember Names.
Find Common Grounds.
Give Sincere Praise.
Honor Diversity.
Become Bias Free.
Respect.
7. Chapter 2 | Listening
Focus fully on the speaker
Focus on body language and non-verbal cues
Avoid interrupting
Listening is not the same as waiting for your turn to talk
Avoid seeming judgmental
The most difficult communication, when successfully executed, can lead to the most
unlikely and profound connection with someone
Show your interest in what's being said
make sure your posture is open and inviting
9. Type of Listeners
The Preoccupied
They are mostly occupied in something else
Lost Ones
Physically present but not mentally
Interrupters
They are focused instead on what to say
Whatevers
They remain aloof and don’t care what is being said
Combatives
They will always disagree
Analysts
They constantly analyze and behave like therapists
Engagers
These are the consciously aware listeners
10. Chapter 3 | Dealing with Difficult Conversations and Situations
Diplomacy: Skill in handling situation without arousing ill-will
Tact: A keen sense of what to do or say in order to
maintain good relations
11. Steps for Win-Win Decisions
1. What is the decision-making
opportunity?
2. What are the options?
3. What are the pros and cons?
4. What is the best option?
5. What are the action steps?
6. Who is responsible for each step?
7. How will we track and measure
each step?
8. How and when will we evaluate if
this was the right decision?
12. Six Rules for Disagreeing Agreeably
1. Give others the benefit of doubt.
2. Listen to learn and truly understand others
perspective.
3. Take responsibility for our own feelings. Make a
commitment to respond using “I” statements
only.
4. Use a cushion: “I appreciate your point of view.”
5. Eliminate the word “but” or “however” from our
vocabulary.
6. State our point of view or opinion with relevant
and factual evidence.
13. Feedback
Giving Feedback
• Get all facts.
• Address the situation promptly and privately.
• Focus on the act of behavior, not the person.
• Give the person genuine compliment first.
• First empathize, then criticize. Reveal your own similar
mistakes, and tell what you did to correct them.
• Check your intentions.
• Use your human relations skills. Do not order, instead ask
questions and make suggestions.
• Show the benefit of changing the behavior.
• End on a friendly note and agree on how to move forward.
14. Feedback
Accepting Feedback
• Stay calm and hear the person out.
• Confirm your understanding of the situation.
• Be open to self-improvement and change.
• Trust that the person giving the feedback has
good intentions.
• Do not react defensively.
• Don’t offer excuses, provide facts.
• Thank the person for the feedback.
• Agree on how to move forward.
15. Chapter 4 | Art of Persuasion
The Persuasion Steps
Pick your
battles
Examine
your values
and beliefs
Do your
homework on
the audience
Use a clear
and logical
sequence to
present ideas
and provide
evidence
Present your
ideas with
confidence,
passion,
sincerity, and
enthusiasm
17. Chapter 5 | Master Emotions
Emotional Intelligence (EI)
“The capacity for recognizing our own feelings and those of others, for
motivating ourselves, and for managing emotions well in ourselves and in
our relationships.”
18. How to Manage
How to Manage Relationships:
1. Intuition and Empathy
2. Social skills and Political
Correctness
How to Manage Ourselves:
3. Self-Awareness
4. Self-management
5. Self-Expectations and
Motivation
