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www.lizi.twionis,retchthefaliaritylevelabovethe
otherpersonhassetespeciallyestokidding
around.ifyouotherorfather,dontsayit
tosooneelse.
9.dontrush.slohedeepersoundsofyour
voioreattractiveihan
fasterandhigher.
10.usepauses.hepersonyouareaddressing
itothink,tryintrodugapause.heotherper
thepooelephone
sonbysaying,“takeanttohat,”ivea
nttothink.”taketoolongoryoull
geta“hello,areyouthere”
11.dontoversellinfortion.givepeopletheinfortion
theyneednore.sopeopleakingdecisions
tonclusionsiftheyareovered.donttell
theheydooknotothefact
thatyouroverenthusiasldoverfilltheirilevel.
12.beeathetioodsandnces.iftheyre
unhappy,beunhappyfortheiftheyreglad,begladforthe
ifyouaretryingtosellpeopleonaprodueer
thatoheyseeyouasafriend,they
oreopentogingtheirndsoropinions.
13.keepyourvoieof
yourvoidthespeedofyourore
iortantnts;softenyourreialrerks.
speedupportantinfortion.nothingis
rebaivatingthanaflat,notonousvoice.it
isrepohanasleepingpill.
14.expressyouretions.yourvoidnnershould
projethusiasent,andpleasure.you
toheiyeventhepassionofyournvis.
buttakeottooverdoit,becausethenyoureoverselling.
15.sleintothephone.aslebebothhearda.it
outh,sthetoneofyour
voiile
whenyouarespeaking.
16.givepeopletheifyouto
beexustsoued.ifyoutobenvinced,
youstsoundnviheygiveyou
youdontgivethe
17.fotalkingaboutisofiotheotherperson.
kesureherideas,opinions,andncesarealost
intheion.
thepo
18.resistgivingadvice.thisappliesonthephoneandwhen
speakingeoneinpersonaswell.ifapersonasksfor
advice,resistthetetationtorespond.insteadask,“do
youthinkyoushoulddo”
19.alission.heyhaventaskedfor
advice,butyouknoakea
suggestion”alle.
20.respondtoangergressivennerhgentleness.if
yourespondinlikenner,youyotionalbattle
butyoueerthatasoft
ansusah.
21.dontstopbeinggbeforeyouvehungup.besure
yourcharxtendsintoeverythingyousay,includinggoodbyes.
haveyoueverspokentosoohephonewho
abruptlyakesyouhe
personantanythinghesaid,doesntit
22.thinkofyourselfasntyourlisterytobelikethe
bestntoryoued,patient,kind,g,
nceed,,supportive,andprotective.strivetobegenuinely
helpfulandfriendly.
yourtoolsforgothers
resolvetodaytobeeanexcellentandgnicator
onthephone.first,keepthesesuggestionsonasinglepiece
ofpaperandhavethenfrontofyouwheneveryouarespeaking
onthephone.reviecasuallyasyouspeakandlook
foropportuoapplythe
send,treateaportainghaspecial
indedly
onthevoiceoftheotherperson.
halittlethoughtandpractice,theseskillseinvaluable
inyoursociallifeandpricelessinyourbusinessandcareer;
infaprovethequalityofyourrelationships
asanythingelseyoudo.
acceptance,12–13
aen,27–28
aoent,37
as
“actasif”principle,78–82,126
iortanceofbehavior,
31–34
adration,14
advice,67–69,134
affirtions,126
aggression,respondingto,134
algren,nelson,22
anger,respondingto,134
anition,ofvoice,98–99,133
appreciation,13,75–77
approval,13–14
arden,ron,5–7
aristotle,78,121
attention,14,17,35–37
attitude
“actasif”principleand,
78–82,126
iactof,80–81
ban,francis,59,107
behardt,sarah,1
berold,ivan,5–7
blanchard,ken,77
bodylanguage
fortzonesand,51–53
ntrolling,56–58
headnodsin,47–49,79
headtiltsin,44–46
leaningaway,50,52
leaningforward,50,52,79
inlistening,44–50
ive,54–58
sitting,51,52,55
standing,51,52
wholebody,50–53
index
budgell,eustace,54
bush,geew.,92
businessspace,51
e,chael,95
caegie,dale,16,107
charbr >
advaand,128
applicationsof,5–7
artof,123–124
tntto,123–124
iactof,8–10
froari
approach,31
nand,19–20,26–29
natureof,3–4
froutsideineuropean
approach,31–34
secretof,12–15
enand,19–20,22–25,56
seealsoion;
listening;speaking;
telephoions
churchill,jennie,63
ton,bill,3,34
ghan,stanley,39
fortzones,51–53,89–91
plints,14
nflict,117
ntrol
ofbodylanguage,56–58
iion,102–103,
105–106,110–111,113,116
ion,101–122
nfli,117
gettinginstepin,118–120
iressingothersin,24–25,116
“killingtheball”in,115–117
rrandtgin,
119–120
practig,121–122,126
preparationfor,107–111
questionsin,102–103,
105–106,110–111,113,
131
readingeachotherin,
113–114
steering,104–106
subjectof,102–103,109–110
seealsolistening;speaking;
telephoions
s,55,58
dogs,headtiltsof,44–45
erson,ralphwaldo,61
etionalintelligence
golen,16–17
eathy,16–17,36,133
endorphins,18
energy,ofvoice,98–99,133
exales,using,133
eyentact
fligand,41–43
inlisteningtoothers,38–43
lookasideand,86–87
inspeakingtoothers,84–87
faliaritylevel,132
fasttalkers,88–89
feelings
asintriggering,79–82
detailsversus,131
expressing,133
fillers,ex
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