Introduction
The most important thing in communication is hearing what isn’t said.
—Peter F. Drucker
HAVE YOU EVER WONDERED…
What kind of impression am I making?
Should I believe what my boss told me?
Am I dealing with a potential buyer, or am I just wasting my time?
Did my whole team understand what I said?
What did the customer mean by that?
How do I know if he really supports my idea?
Is the audience angry, frustrated, interested, or bored?
The answers to such questions are right before your eyes. That’s because people in professional settings are constantly telling each other exactly what they think and feel—and it often has nothing to do with the words they speak. Your boss may say that you’ll be considered for a promotion, but if she’s ...
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