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Book Categories |
| CHAPTER 1: Mind the Gap |
| * The Ability to Communicate |
| * Why Communication Gaps are Prevalent |
| * Closing the Gaps |
| * Key Recommendations |
| * Gaps Galore |
| Section 1: Gaps in Everyday Interactions |
| INTRO |
| CHAPTER 2: Getting Through: Responsibilities of the Sender |
| * Unnoticed Messages |
| * Misstated Messages |
| * Missed Messages |
| * Cluttered Message |
| * Hidden Messages |
| * Off-putting Messages |
| * One-Sided Messages |
| * Unexplained Messages |
| * Conflicting Messages |
| * Befuddling Messages |
| * Informing and Involving |
| CHAPTER 3: Misinterpretations: How Messages Cause Confusion |
| * Two People Separated by a Common Language |
| * Terminology Disconnects |
| * Everyday Terminology |
| * Clarify, Clarify, Clarify |
| CHAPTER 4: Untangling Tangled Interactions: Reaction of the Recipient |
| * Let Me Count the Ways |
| * Ingredients of an Interaction |
| * Intake: Candid Camera, with a Twist |
| * Interpretations: Multiple Modified Meanings |
| * Feelings: What Happens On the Inside |
| * How to Put the Model to Use |
| * A Few More Guidelines and a Caution |
| Section 2: Gaps in Relationship Building |
| INTRO |
| CHAPTER 5: Building a Strong Foundation |
| * Working Together, Together |
| * Foundation Building Takes Time and Effort |
| * Build the Foundation While Building the House |
| CHAPTER 6: Appreciating and Benefiting from Communication Differences |
| * A Framework for Discussing Communication Preferences |
| * Where You Get Your Energy: Extroversion (E) vs. Introversion (I) |
| * How You Take In Information: Sensing (S) vs. Intuition (N) |
| * How You Make Decisions: Thinking (T) vs. Feeling (F) |
| * How You Relate to the World: Judging (J) vs. Perceiving (P) |
| * It Takes All Kinds |
| CHAPTER 7: Understanding the Other Party's Perspective |
| * On Using a Perspectoscope |
| * Start by Scrapping Your Labels |
| * Ponder Factors that Influence Other People's Behavior |
| * Observe From Different Perspectives |
| * Become Truly Empathetic |
| * Consider Their Case In Making Yours |
| * Try Something Different |
| CHAPTER 8: The Care and Feeding of Relationships |
| * Give Thanks |
| * Conduct a Temperature Reading |
| * Give Personalized Attention |
| * Stay Connected |
| * Create Communication Metrics |
| * Create Relationship-Tending Roles |
| Section 3: Service Gaps |
| INTRO |
| CHAPTER 9: The Communication of Caring |
| * Contributors to Customer Satisfaction |
| * Universal Grievances |
| * Claims of Caring |
| CHAPTER 10: Gathering Customer Feedback |
| * Three Feedback-Gathering Flaws |
| * Asking the Right Questions and Asking the Questions Right |
| * When and How to Gather Feedback |
| * Act on the Feedback Gathered |
| * Perceptual Lags |
| CHAPTER 11: Service Level Agreement: A Powerful Communication Tool |
| * Why SLAs Fail and How to Ensure that Yours Will Succeed |
| * Adapting the Tool |
| Section 4: Change Gaps |
| INTRO |
| CHAPTER 12: The Experience of Change |
| * Failure to Communicate |
| * The Stages of Response to Change |
| * Change Models |
| * The Satir Change Model |
| * Meta-Change |
| * Chaos as Status Quo |
| CHAPTER 13: Changing How You Communicate During Change |
| * Respect the Matter of Timing |
| * Expect Individual Differences in Response to Change |
| * Allow Time to Adjust |
| * Treat the Old Status Quo with Respect |
| * Allow People to Vent |
| * Listen Proactively |
| * Provide Information and More Information |
| * Say Something Even When You Have Nothing To Say |
| * Empathize, Empathize, Empathize |
| * Dare to Show People You Care |
| * Involve People in Implementing the Change |
| * Educate People about the Experience of Change |
| * Deal With It! |
| Bibliography |
| Index |
| Price | Condition | Delivery | Seller | Action |
| $99.99 | Digital |
| WonderClub |
Delbert Kershner
reviewed Communication Gaps and how to Close Them on February 08, 2015
Communication Gaps and how to Close Them
Started off really well, but towards the end it involved too many basic things that a presenter should know, I'm not saying its not a good book, I just thought it was too much of a presenter 101 for my liking.
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