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Chapter 6 Verbal Communication Skills


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Chapter 6 Verbal Communication Skills

  1. 2. The Power of Words ~ Spoken and Unspoken <ul><li>“ By swallowing evil words unsaid, no one has ever harmed his stomach. ” --Winston Churchill </li></ul><ul><li>“ The real art of conversation is not </li></ul><ul><li>only to say the right thing at the right </li></ul><ul><li>place but to leave unsaid the wrong </li></ul><ul><li>thing at the tempting moment .” – </li></ul><ul><li>Dorothy Nevill </li></ul><ul><li>“ If you think little of a person, you ought to say as little as you think.” –Benjamin Franklin </li></ul>
  2. 3. Words can hurt or heal, validate or manipulate. What will your words express today?
  3. 4. Become Assertive <ul><li>D escribe – Explain your view </li></ul><ul><li>D isclose – Tell your feelings </li></ul><ul><li>I dentify Effects – Show how this affects you </li></ul><ul><li>B e silent – Wait for response </li></ul><ul><li>P araphrase – Restate their response – if not good enough start over at #1. </li></ul>
  4. 5. We can “undo” the words but we can “apologize.” <ul><li> </li></ul>
  5. 6.   A proper apology should always include the following: <ul><li>  A   detailed account  of the situation </li></ul><ul><li>  A cknowledgement  of the hurt or damage done  </li></ul><ul><li>Taking  responsibility  for the situation  recognition  of your role in the event  </li></ul><ul><li>A statement of  regret   </li></ul><ul><li>Asking for  forgiveness </li></ul><ul><li>a  promise  that it won't happen again  </li></ul><ul><li>A form of  restitution  whenever possible </li></ul>
  6. 7. Do you feel the apology from Chris Brown meets the proper apology criteria ?
  7. 8. The Need to be Genuine Source: