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19 Cards in this Set

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