Index

• A •

abdominal breathing, 9294

acceptable use policy (AUP) for email, 136

accusations, letting go of, 7879

accusing language, replacing with positive phrases, 34

active intentions, 23, 24, 2527

active listening

benefits of practising, 4546

lowering barriers to, 4749

adaptability in world view, 129130

agreement, creating, 6872

aiming high in negotiations, 115

aims, removing barriers to achieving, 3034

Alexander Technique website, 92

alignment, creating, 6872

Allende, Isabel, website talk on posture, 92

anger, appealing to, 66

articulation in speaking, 9597

assumptions

as barriers to active listening, 48

making clear, 6263

attitudes, choosing, 7374

attraction-based listening, 17

• B •

barriers to active listening, lowering, 4749

barriers to communication, removing, 3034

behaviour

impact of own, 6365

managing difficult, 108112

norms in other cultures, 130

respectful, 1415

behaviours, paying attention to, 5051

beliefs of different cultures,

appreciating, 128

big picture, in negotiations, 118

big picture thinkers

definition, 36

strengths of, 4042

blame, casting aside, 3334

body language, watching, 7

breathing

types of, 9294

while speaking, 8990

bridges in speaking, 99100

business conversations, 1314

• C •

caring about people, 109

challenging communications, handling, 1820

chest breathing, 92

clarifying in negotiations, 121

clear intention, communicating with, 2228

clear messages, sending, 89

closed questions, 60

collectivistic cultures, 125127

commitment ...

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