At the core of the build up phase is the series of things that happens…between people. For Scott the situation with Joe has been…building for weeks over several different interactions at work.…This is included team meetings one on one discussions and even emails.…But it's not always just the words that are being said.…Researchers have discovered that there are four levels to our communication.…One level is a verbal communication, which occurs in the form of words either…spoken or written. This includes modern media like email,…text messages, and kinds we've yet to develop.…
If words are involved, it's verbal. Then there is the paraverbal level, which…is how the words are used. For example, shouting, or all capital…letters, conveys an intensity that adds more meaning to the words themselves.…Other aspects include tone of voice, silences, and even interrupting others.…The third level is nonverbal communication such as body language and…eye contact. This kind can only be detected by seeing…
Along the way, learn the secrets of turning difficult conversations into successful interactions that enhance communication and rapport. Improve both your professional and personal relationships, finding your way back from conflict through mutually successful outcomes.
Lynda.com is a PMI Registered Education Provider. This course qualifies for professional development units (PDUs). To view the activity and PDU details for this course, click here.
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- Understand why conversations go badly
- Define the influence of power structures and patterns in a difficult conversation
- Identify observable behaviors and use them to focus on facts and on how behaviors affect the business
- Control the direction of a conversation
- Build a blueprint from which to structure a conversation
- Identify and prepare for resistance during a difficult conversation
- Identify the conversational choices available to you when others resist your efforts
Skill Level Intermediate
1. Understanding Difficult Conversations
2. The Buildup Phase
3. The Reflection Phase
4. The Conversation Phase
5. The Follow-Through Phase
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