1. Communication: The Person-to-Person Skill

2. 4 Principles of Good Communication Be clear, concise, and complete.

3. Be aware of the difference between fact and opinion.

4. Pay attention to tone of voice and body language.

5. Be sure your words and body language send the same message.

6. Main Techniques of Active Listening Be responsive.

7. Use checking and clarifying questions.

8. Paraphrase to check your understanding of the message.

9. Listen beyond the words.

10. Communication Blockers Insults Sarcasm Interrupting Blaming Globalizing Name-calling Mind-reading Changing the Subject

11. Communication Blockers Stop communication dead in its tracks Can inflame a situation Tend to come in clusters - Once one is used, others follow.

12. Straight Talk Definition: A 4-step process to getting what you want and making a win-win situation.

13. The Straight Talk Process Step 1: Choose the right time to talk when your listener can be attentive.

14. The Straight Talk Process Step 2: Focus positively on the situation.

15. The Straight Talk Process Step 3: Do not get argumentative or whiny.

16. The Straight Talk Process Step 4: Work out a compromise.

17. Communication: The Person-to-Person Skill