Conversational Intelligence

INDEX

A

accountability, 127, 181

Make Up Game and, 144–145

adrenaline, 90

“Advocate and Inquire” interactions, 69–70

aggression, 40, 73

agility, conversational, 117–135

dashboards and, 118–120

rebuilding trust and, 134–135

reframing, refocusing, redirecting in, 122–125

road map for building, 125–134

teaching, 120–123

Ahrendts, Angela, 154–158, 160–161

alignment

of intentions with impact, 101, 104–107

transforming anger into, 143–145

amygdala

Conversational Dashboard and, 35–37

in desire to win, 7–9

distrust and, 24–25

hijacking by, 26–28

LEARN exercise and, 143

overcoming triggers from, 28–29

refocusing to promote trust, 126–127

reward vs. punishment and, 74

speed of response from, 42, 76–77

threat response by, 75–77

Ancona, Deborah, 91–92