ENS 434 Lecture Notes - Lecture 7: Difficult People, Internal Monologue, Make Yourself
2 Jun 2017
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Empathy ability to experience another person"s world as if it were one"s own. Warmth unconditional positive regard or respect for another person regardless of individuality and difference (conveys acceptance) Genuineness authenticity or ability to be honest and open without a fa ade. Rapport types; moment of truth; verbal and non-verbal cues. Make yourself memorable: remember a personal story, sprinkle magic without arrogance helps create vision (solution, remember golden nuggets, leave an impression. Rapport is about connecting, so be an active listener: listening = primary non-verbal communication skill. Captures both content and emotions behind speaker"s words: 70:30 rule. During rapport and investigation attempt to ask more open-ended questions. Listen, learn and remember golden nuggets. Parrott"s emotional groups: anger, fear, disgust, contempt, joy, sadness, surprise. Emotional intelligence: the ability to perceive and express emotion; assimilate emotion into thought; understand and reason through emotion; and regulate the emotion(s) of self and others, the 4 eq skills pair up under two primary competencies.
