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Critical Connections
  Rapport and trust are critical to developing and maintaining productive relationships with clients and colleagues. By listening deeply, reading subtle cues, and understanding unspoken subtext, you can better tailor your responses and maximize your impact. Critical connections build critical influence.
Specific Skills and Exercises Available in:
Emotional Intelligence and Building Rapport
  • Active Listening
  • Discovering Hidden Values
  • Expressing Empathy
.
Mastering Cultural Competence
  • Defining Culture and Values
  • Engaging Culture and Values for Performance
.
Planning Difficult Conversations
  • Controlling the Setting
  • Scripting the Beginning
  • Knowing the Exit Strategies
.
Navigating Difficult Conversations
  • Breaking Bad News
  • Resolving Conflict
  • When Empathy is Difficult
.