Lesson 1: Stop Reacting, Start Listening
1. Silence is golden: Pause before responding.
2. Avoid taking things personally.
3. Focus on understanding, not agreeing.
4. Don't interrupt.
5. Use open-ended questions.
Lesson 2: Get Past Defensiveness
1. Acknowledge emotions: "I hear you're upset."
2. Reframe criticism: Focus on issues, not personalities.
3. Don't take offense: Stay calm.
4. Use "what" instead of "why": "What's bothering you?"
5. Empathize without agreeing.
Lesson 3: Understand the Other Person's Perspective
1. Ask clarifying questions.
2. Reflect back understanding: "Just to make sure I get it..."
3. Identify underlying needs: "What do you hope to achieve?"
4. Seek common ground.
5. Avoid assumptions.
Lesson 4: Overcome Obstacles
1. Don't let emotions hijack the conversation.
2. Use "bridge" phrases: "Let's move forward..."
3. Focus on solutions, not problems.
4. Encourage collaboration.
5. Celebrate progress.
Lesson 5: Handle Resistance
1. Don't take resistance personally.
2. Acknowledge concerns: "I understand your reservations."
3. Use "what if" scenarios: "What if we..."
4. Offer alternatives.
5. Seek feedback.
Lesson 6: Practice Effective Communication
1. Use simple, clear language.
2. Avoid jargon and technical terms.
3. Focus on needs and interests.
4. Listen actively.
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