Chapter 11

Responding to tone, not content


This anti-pattern looks at how the way we say something, not what we say, can create a communication challenge. Behavioral styles and cultural differences can play a part in escalating communication. We encourage readers to examine how their communication style is influenced by tone and how they can defuse difficult communication situations. Accepting that we are all emotional beings, and not all disagreement is intentional, we give a range of examples of how to turn around a conversation that is getting out of hand.


conflict resolution
behavioral types
tone of voice
nonverbal communication
cultural differences
difficult meetings
manage stakeholders
reacting to tone
not content ...

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