Chapter #6 Communication Did you say what I heard? Bernstein Chapter #6 Communication Did you say what I heard?

OBJECTIVES Describe guidelines for effective communication and learn how to use them. Develop a plan for working with difficult individuals.

Guidelines Listen Carefully Attend to non-verbal as well as verbal communication Talk so people will listen Use language to foster cooperation, not argument Be sensitive to the emotional content of language

More guidelines Remember the difference between language and reality Beware of jargon Say only what you are willing to have repeated Use feedback effectively Face your fears If you reach agreement, write it down! Ask for help

Electronic communication Telephone Voicemail E-mail

Working with difficult people 9 tips. But, what if you ARE the difficult person???