Resolving Conflicts By Turning Negatives Into Positives

Written by Etienne A. Gibbs, MSW, Management Consultant and Trainer

Continued from page 1

B. You-Message: Use this approach when you want to reflect to your listener what you're observing. [Reflectrepparttar emotion.] (Identify and namerepparttar 107952 emotion you are observing.)

(Call person by name), "You seem happy, angry, mad, excited, etc. ... "

C. Active Listening: Use this approach when you want to let someone know that you're truly paying attention. Do so by totally involving your eyes, ears, and body. Pay attention to his body language, move close, cup your hand over your ear, lean forward, etc.

D. Paraphrasing: Use this approach when you want to make sure you did not miss what was said. "So, if I understood you correctly, you said there were only 5 spaces."

E. Summarizing: Use this approach when you want to break up lengthy conversations into smaller pieces that you can remember and understand. Rather than letrepparttar 107953 other person ramble on about what all he did last weekend, take control by asking to tell you about each day's events before moving onrepparttar 107954 next.

Put it all together. Begin SOARING torepparttar 107955 top ofrepparttar 107956 Mountain when you:

* Summarize whenrepparttar 107957 conversation is becoming too lengthy.

* Observe to see ifrepparttar 107958 body language matchesrepparttar 107959 words spoken.

* Actively listen to what is being said by making eye contact.

* Reflect what you thought you heard.

* Indicate that you truly care aboutrepparttar 107960 doer and notrepparttar 107961 deed.

* Namerepparttar 107962 misconduct to bring it out intorepparttar 107963 open.

* Go beyondrepparttar 107964 emotions to get torepparttar 107965 facts.

Remember: When you maximize your potential; we all win. When you don't, we all lose.

© MMIV, Etienne A. Gibbs, MSW

Etienne A. Gibbs, MSW, Management Consultant and Trainer, conducts lectures, seminars, and writes articles on his theme: ... helping you maximize your potential. For more information visit

Presenting with a Partner

Written by Mike Faber

Continued from page 1

Record your task and segment assignments and keep them handy as a reference duringrepparttar presentation. Make sure you have a back-up plan in case you need to make changes atrepparttar 107951 last minute. Years ago, I presented a leadership development class to a group of 20 professionals. The final video case study was a real tearjerker, a plant manager who poured his heart and soul into his work and his employees. He literally cried on camera as he spoke of his devotion to his work force. With a riveting introduction, I poppedrepparttar 107952 videotape intorepparttar 107953 machine…and saw a blank screen! It turned out that last video segment had been deleted fromrepparttar 107954 presentation! My back-up plan was not well prepared, and I ended up acting outrepparttar 107955 final video as though I were on stage. My audience was amused, though probably not impressed or educated! Since that "surprise", I've made a habit of double-checking my resources and material beforehand, and outlining for myself what I'll do inrepparttar 107956 event that things don't go according to plan. Inrepparttar 107957 case of my missing video, I should have had a brief summary ofrepparttar 107958 video's key message handy, so that I could encourage group discussion to bring outrepparttar 107959 learning points.

Mike Faber is a professional coach, helping people improve their sales and public-speaking skills. Mike has 25 years of experience as a television and radio broadcaster, and spent the last 17 years in financial services sales. At the end of 2004, Mike left a large San Francisco-based investment firm, to start his own coaching practice.

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