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

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

3. 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

4. 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

5. Electronic communication
Telephone
Voic

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