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19 Cards in this Set
- Front
- Back
Instrumental
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rational, goal directed, substantive demands, hostage held as leverage
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Roots of Conflict
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Unsatisfied wants
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Active listening works because...
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People need to be understood
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Active listening adresses these emotions
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-Frustration
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Spend more time in...
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Feeling, to eventually get to Content
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Phrases to avoid
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"I understand"
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Behavioral change stairway
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Active listening skills, empathy, rapport, influence, behavioral change
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Active listening skills
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Mirroring, paraphrasing, emotional labeling, summarizing
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mirroring
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"the gist", last couple of words
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Paraphrasing
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Put meaning into your own words
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Emotional Labeling
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Identify the feeling...
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Summarizing
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Relating the content and the emotions of the persons story
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Supplemental active listening skills
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-effective pauses
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effective pauses
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silence, before or after saying something meaningful
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minimal encouragers
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Initiates your presence and attention to the subject
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I messages
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I feel this way because...
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Open ended questions and statements
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What....?
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empathy
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PROMOTES understanding, absorbs tension, tone indicates attitude
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Behavior Change
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I will do as you say because you have asked me to and because you have satisfied my needs
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