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It's the Way You Say It, 2nd Edition by Carol Fleming

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CHAPTER 2Resolving Specific Problems

Focusing attention on specific issues works! A vague wish about a generalized outcome doesn’t. In this section, I will give you steps to resolve specific problems. Select one communication goal that you are the most motivated to achieve. If there are more than one, you can always go back after you’ve made reasonable progress on your first goal.

Consider the feedback you’ve gotten from others. How does it match up with your own listening? Many people are quick to defend themselves against critical description by attacking the source. “Oh, he just says I’m too loud because he really doesn’t want me in the office anyway!” I have seen people discredit some excellent feedback this way.

On the other hand, now that ...

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