fcra presents: carol a. price dr. ali saberi productive communication
TRANSCRIPT
SERVICECommunication: why is it so DIFFICULT
We all do it all the time
BUT: we often don’t pay attention to what it’s
getting us in return!!!!
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27 125
39 415363
5
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329 37
2638 18
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2864
42
52 622
146 30 4016
50 6647 57 6759
2171 9 35
317 55
23
4511
194333 69
70 1224 3634
56 2210 32
44
2060
5868
848 72
46
1351 1565
27 125
39 415363
5
496117
329 37
2638 18
544
2864
42
52 622
146 30 4016
50 6647 57 6759
2171 9 35
317 55
23
4511
194333 69
70 1224 3634
56 2210 32
44
2060
5868
848 72
46
“We received notice that you have not renewed your medicine. Is there a problem?”
“I see you haven't renewed your prescription. We want to be sure that the medicine stays at an even level in your system so you won’t experience shortness of breath or breathing difficulties.”
Product vs. Process
Pew Research Center for the People and the Press
21% of (18-29 year olds)Use the Daily Show as a place they
Regularly learned presidential campaign news
Elements:
7%
38%
55%
How Communication Happens
Intention
Is up to both of us
Best chance of getting what we
both want
I become more
“present” which gives
me more
control, more peace and better relationships
Intention
Is up to both of us
Best chance of getting what we
both want
I become more
“responsive” and less reactive
which gives me more control, more peace and
better relationships
Intention
Is up to both of us
Best chance of getting what we
both want
I become more
“purposeful” which gives
me more
control, more peace and
better relationships
Better
Easier
deliver in the style of the receiver
Process: why, how, how, how do
you feel want, expect, fair,
Product: who, what, when, where,
outcome, resultswho, what,
where, when, why, how
Better
Easier
deliver in the style of the receiver
Responsibility:
Accountability:(respectful yet accountable)
what I can do is……. what I’m asking is……my preference is ……..
who, what, where, when,
why, how
My 4 Agreements
1.Be impeccable with your word – to them and yourself.
Speak with integrity. Say only what you mean. Avoid using
words to speak against yourself or to gossip about others.
My 4 Agreements
2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are!
Nothing others do is because of you. What others say
and do is a projection of their own reality, their
own dreams.
My 4 Agreements
3. Don’t make assumptions. Ask for what you want and tell others what you need.
Tell people how to treat you. Tell them
where your boundaries lie, so they
have a choice when they deal with you
My 4 Agreements
4. Always do your best and it varies from day to day.
Your best is going to change from moment to moment; it
will be different when you are feeling good vs. feeling bad. Under any circumstances,
simply do your best, and you will avoid self-judgment, self-
abuse and regret
My 4 Agreements - Review
1.Be impeccable with your word – to them and yourself.
2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are!
3. Don’t make assumptions. Ask for what you want and tell others what you need.
4. Always do your best and it varies from day to day.
Better
Easier
deliver in the style of the receiver
Responsibility: are you expecting
a specific response………
Accountability: what I can do is…….who, what,
where, when, why, how
Potential
Is up to both of us
Best chance of getting what we
both want
I become more
“fulfilled” which gives
me more
control, more peace and
better relationships