1. Chapter 10
Relationships

2. The Communication Loop
Sending

3. The Communication Loop
Sending
Receiving

4. Effective Listening-- Nonverbal listening
Be quiet
Maintain eye contact
Display openness
Listen without response
Send acknowledgments

5. Effective Listening-- Verbal Listening
Feed back meaning
Listen beyond words
Take care of yourself
Listen for requests and intentions

6. Effective Sending
The “I’s” have it!
Example

7. Effective Sending
The “I’s” have it!
Example
“You must be crazy.”

8. The “I’s” have it! Effective Sending “You must be crazy.” instead
Example
“You must be crazy.”
instead

9. The “I’s” have it! Effective Sending “You must be crazy.” instead
Example
“You must be crazy.”
instead
“I don’t understand.”

10. Questions are not always questions
Effective Sending
Questions are not always questions
Example

11. Questions are not always questions
Effective Sending
Questions are not always questions
Example
“Doesn’t it upset you?”

12. Questions are not always questions
Effective Sending
Questions are not always questions
Example
“Doesn’t it upset you?”
means

13. Questions are not always questions
Effective Sending
Questions are not always questions
Example
“Doesn’t it upset you?”
means
“It upsets me.”

14. Effective Sending Notice nonverbal messages
Notice barriers to sending your message

15. Five ways to say
“I”

16. Five ways to say
“I”
Observation

17. Five ways to say
“I”
Observation
Feelings

18. Five ways to say
“I”
Observation
Feelings
Wants

19. Five ways to say
“I”
Observation
Feelings
Thoughts
Wants

20. Five ways to say
“I”
Observation
Intentions
Feelings
Thoughts
Wants

21. Conflict resolution in a nutshell
State the problem
Understand all points
Brainstorm solutions
Evaluate the solutions
Choose the solution
Implement
Re-evaluate

22. Emotional pain is not sickness
There is nothing wrong with feeling
bad . . .

23. Good ways to feel bad . . . Give yourself permission
Don’t worry about reasons
Set a time limit
Tell others

24. Relationships can work
Do tell the truth
Do support others
Don’t pry
Don’t borrow

25. Relationships can work (cont.)
Do divide chores
Don’t gripe
Do write a letter
Seek out alternative views

26. Relationships can work (cont.)
Ask questions
Look for at least three answers
Be willing to change your mind
Don’t brag

27. Relationships can work (cont.)
Do detach
Do allow people to be upset
Do ask for help
Do share yourself
Don’t preach

28. 7 steps to effective complaints
Go to the source
Present the facts without blaming anyone
Go up the ladder to people with more responsibility

29. 7 steps to effective complaints
Ask for commitments
Use available support
Take legal action if necessary
Don’t give up

30. Keep the loop closed . . .

31. Keep the loop closed . . .
Communicate!