The document discusses various communication tools and strategies, including pointing fingers, butting heads, active listening, non-verbal communication, and internal communication. It provides examples of different communication situations people may encounter, such as dealing with a late coworker, lazy coworker, overbearing boss, or angry customer. It also outlines approaches for handling conflicts or difficult conversations, such as using acknowledging, apologizing, making things right, and recommitting to goals.

1. Pointing Fingers
Butting Heads
& Other Awesome
Communication Tools

2. 1. What’s
your
name?
2. Where
were
you
born?
3. What
was
your
favorite
childhood
game?
4. How
many
brothers/sisters
do
you
have?
What’s
your
birth
order?
5. What
subject
did
you
love
most
in
school?
6. Plane
is
waiDng
to
take
you
somewhere,
where
would
you
go?
Why?
7. What’s
most
exciDng
for
you
right
now?
8. What’s
most
challenging
for
you
right
now?
Extended Bio

3. QUIZ
TIME

4. 1. What’s
your
name?
2. Where
were
you
born?
3. What
was
your
favorite
childhood
game?
4. How
many
brothers/sisters
do
you
have?
What’s
your
birth
order?
5. What
subject
did
you
love
most
in
school?
6. Plane
is
waiDng
to
take
you
somewhere,
where
would
you
go?
Why?
7. What’s
most
exciDng
for
you
right
now?
8. What’s
most
challenging
for
you
right
now?
Quiz Time

5. Active
Listening

6. L.E.A
.N
.Lean
In
Eye
Contact
Ask
QuesDons

7. Wagging
The
Tail

8. L.E.A
.N
.
Nod
Lean
In
Eye
Contact
Ask
QuesDons

9. 1. Eye
color?
2. Wearing
a
watch?
3. Glasses?
Contacts?
Neither?
4. Hair
color?
5. Shoe
color?
6. Bag
or
Purse?
What
color?
7. Describe
his/her
ouYit?
Quiz Time Part 2

10. Non-VerbalCommunications

11. Albert
Mehrabian

12. 55%38%
7%
Non
VerbalTone
Words

14. Matching
Mirroring
&

15. Tone/TempoPhysically
| Emo3onally
|

16. O
T
F
D
pen
he
ront
oor

17. O
T
F
D
bservaDons
houghts
eelings
esires

18. ObservaDons
Thoughts
Feelings
Desires
SituaDon
#1
A
co-­‐worker
shows
up
20
minutes
late
to
a
meeDng
you
had
scheduled
with
her
and
instead
of
apologizing,
asks
you
to
hurry
up
so
she
can
get
to
her
next
class
on
Dme.
(The
Late
Co-­‐Worker)

19. ObservaDons
Thoughts
Feelings
Desires
SituaDon
#2
Your
co-­‐worker
is
slacking
on
the
job
this
week
and
the
result
is
more
work
for
you.
(The
Lazy
Co-­‐Worker)

20. A
A
M
R
cknowledge
pologize
ake
Right
ecommit

21. ObservaDons
Thoughts
Feelings
Desires
Acknowledge
Apologize
Make
Right
Recommit
SituaDon
#3
Your
boss
is
constantly
watching
and
commenDng
on
a
new
project
she
gave
to
you,
even
though
she
said
she
would
leave
you
to
do
it
yourself.
(The
Overbearing
Boss)

22. ObservaDons
Thoughts
Feelings
Desires
Acknowledge
Apologize
Make
Right
Recommit
SituaDon
#4
While
on
shif,
a
very
angry
student
comes
up
to
you
and
starts
yelling
at
you
about
something
you
don’t
have
any
control
over.
(The
Angry
Customer)

23. Curious
Mode

24. You I
We
Are
Right
Am
Right
Agree
To
Disagree
“At
Least
I
Was
Heard”

26. Internal
CommunicaDon
Heart
Space

27. Tell me something...
I
don’t
know
about
you?
You
like
about
me?
You
have
to
pretend
to
be?
You-Me-You

28. Tom@SwiftKickHQ.com
@TomKrieglstein
@SwiftKickHQ
ThankTom.com