Part2

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The flashcards below were created by user wl5f on FreezingBlue Flashcards.


  1. In concept what we want to have is ……

    Get most bang for the buck
    I’ll go back to page 3.

    I am not going to details. We’ll go over this quickly.
  2. Thanks, everybody. Give me a call if you have any questions about ……. We’ll work with ……
    I’m just thinking out loud here.

    Let’s rephrase it.
  3. The hang-up for us is ……

    Have a lot on your plate
    Who is the 2nd set of the eyes?

    I am not sure what you’re driving at?
  4. I cannot recall offhand.

    Sounds like a plan (in the end)
    Her grapes are at least as sour as mine.

    There is a time to hold your tongue.
  5. Am I misunderstanding how it works?

    I’m digesting this as we go.
    'Before I plunge in with my opinion, I'd like to make sure I understand,' and then ask what the other person's ideal outcome would look like, and how whatever they're suggesting would help achieve that,
  6. Like "Do we have any research on how customers would respond to that?" Friedberg notes that answering a question with another question "opens up a dialogue" that can lead to interesting new ideas.
    "That's an interesting question. I'd like to give it some thought and get back to you"?
  7. Drinking does not cause hangovers - stopping drinking causes the hangovers.

    If you live by the sword, you’ll die by sword.

    History rhymes; it does not repeat

    Picking up nickels in front of oncoming bulldozers. (Eats like chicken; shit like elephant).
    When you bare your secrets, you’re left naked.

    I’d like to run through a bunch of things with you.
  8. Resignation letter – As most of you know I have been planning for a long time to take early retirement from CSFB after 20 years in the telecom industry and 14 years on Wall Street...
    ... CSFB’s wireline telecom services research is now solidly in the able hands of Lara Warner and my terrific long-time teammates Julia Belladonna, Ido Cohen, and Connie Marotta… It has been a pleasure working with each of you over the past years. I have thoroughly enjoyed and benefited from every discussion and debate we have had. I hope you feel the same.
  9. “How can I be smarter, faster and better?”

    “When have you previously been most effective, most powerful, most influential, and most satisfied?” Your own stories hold the key to the best there is in you.

    Traditional thinking holds that being smarter means gathering knowledge, learning more and more, and becoming a certified expert. It used to be that being a smarter leader meant that you simply knew more than anyone else. Now being smart often means knowing how to manage and distribute information, not knowing the information itself. To be smarter, we need to stop being the expert and start asking the questions.
    “The manager asks how and when; the leader asks what and why.”

    Curiosity breeds excitement, ideas and innovation. When we think we know everything, we lose the most exciting part of ourselves.

    What could we change to be even better?
  10. Responsibility and accountability
    • The whole is truly greater than the sum of the parts.
    • Luck is when opportunity meets preparation.
  11. Great coaching questions:
    Is there a different way to approach it?

    What would an amazing breakthrough look, smell, sound and feel like?

    How would this work in an ideal world?

    What’s a new way to think about it?
  12. Delivering Appreciative Feedback (SBI –Situation, Behavior, Impact).
    1) Notice what works and state your observations. Have specific examples in mind

    2) Suggest what can be changed to be even better. Have examples of what didn’t work, and how if it had been changed, it would have worked.

    3) State the positive result you want to see, rather than the negative problem you want to eliminate.
  13. · Negative vs. Positive

    “You have to change your approach with the interns. Your lateness and informality are setting a bad precedent, and I need you to change it so that they understand their deadlines are solid”.
    “Nancy, you are great with your peers, and you are using the same easy, informal style that works with them to manage the interns. That style isn’t translating as a manager. I think if you create a more formal relationship with them and if you set the expectation that they perform, then they will work better for you. I’d like to see you succeed in getting them to complete their tasks on time and with respect for you as their leader. If you don’t shift, you could sabotage your success. I want to see you succeed not just with your peers but as a manager too.”
  14. When mentally drained, don’t answer any questions

    When emotionally drained, don’t make decisions

    When physically drained, stop.
    Our vision here is to work to live rather than live to work.

    Ralph Waldo Emerson sums it up: “To laugh often and love much, to win the respect of intelligent persons and the affection of children, to earn the approbation of honest critics, and to endure the betrayal of false friends, to appreciate beauty; to find the best in others; to give of oneself. To leave the world a bit better, whether by a healthy child, a garden patch, or a redeemed social condition; to have played and laughed with enthusiasm and sung with exultation; to know the one has breathed easier because you have lived – to have succeeded.”
  15. Snip and snap

    Doped-up dumbed-down
    Can I check something out with you?

    Let me back up and try again.
  16. “You know what? We need to talk about this. I’m glad you asked that question. It’ll give us a chance to discuss what’s really going on.”
    Turn a blind eye because of the guy is a fixture.

    Stand up to my boss? What turnip wagon did you just fall off?
  17. “I think your idea is brilliant. I just worry that others won’t catch the subtle nuances. Some ideas come before their time, so expect some minor resistance.”
    You’ve got to know when to fold if you want to survive for another day.
  18. “Can we change gears for a minute? I’d like to talk about what happens when ….
    It would be good if we could both share what’s working and what isn’t. My goal isn’t to make you feel guilty, and I certainly don’t want to become defensive. What I’d really love is for us to come up with a solution that makes us both satisfied in our relationship.”
  19. Contrast to fix misunderstanding

    Contrasting is a don’t/do statement that:
    Addresses others’ concerns that you don’t respect them or that you have a malicious purpose (the don’t part)
    Confirms your respect or clarifies your real purpose (the do part)

    Of the two parts of contrasting, the don’t is the more important because it deals with the misunderstanding that has put safety at risk.
    [The don’t part] “The last thing I wanted to do was communicate that I don’t value the work you put in or that I didn’t want to share it with the VP.

    [The do part] I think your work has been nothing short of spectacular.
  20. Y: “I don’t want to suggest that this problem is yours. The truth is, I think it’s ours. I’m not trying to put the burden on you. I don’t even know what the solution is. What I do want is to be able to talk so that we can understand each other better. Perhaps that will help me change how I’m responding to you, too.”
    J: I know where this is going. We talk, I continue to get rejected, but you get to feel good about yourself because “we’ve communicated.” Have you been watching Oprah again?

    Y: Seriously, Honey. I’m not interested in discussing why our current relationship is really okay. I can see that it isn’t. I merely want to talk about what each of us likes and doesn’t like. That way we’ll be able to see what we need to improve and why. My only goal is to come up with some ideas that will make both of us happy.

    J: (changing tone and demeanor) Really? I’m sorry to be so insecure about this. I know I’m being a bit selfish about things, but I don’t know to make myself feel differently.
  21. “Let me put this in perspective. I don’t want you to think I’m not satisfied with the quality of your work. I want us to continue working together. I really do think you’re doing a good job. This punctuality issue is important to me, and I’d just like you to work on that. If you will be more attentive to that, there are no other issues.”
    I don’t want you to think that I don’t appreciate the time you’ve taken to keep our checkbook balanced and up to date. I do appreciate it, and I know I certainly couldn’t have done nearly as well. I do, however, have some concerns with how we’re using the new electronic banking system
  22. How to speak persuasively, not abrasively – STATE (SBI – Situation, Behavior, Impact)
    • Share your facts
    • Tell your story
    • Ask for others’ paths
    • Talk tentatively
    • Encourage testing

    It sounds like you had a problem of some kind. Is that right?
  23. Power Listening Tool – AMPP (Ask, Mirror, Paraphrase, Prime)

    Ask to Get Things Rolling
    “What do you mean? I’d like to hear your concerns.”

    “I’d really like to hear your opinion on this.”

    “Please let me know if you see it differently.”
  24. Power Listening Tool – AMPP (Ask, Mirror, Paraphrase, Prime)

    Mirror to confirm feelings
    “You say you’re okay, but by the tone of your voice, you seem upset.”
  25. Power Listening Tool – AMPP (Ask, Mirror, Paraphrase, Prime)

    Paraphrase to acknowledge the story
    Let’s see if I’ve got this right. You’re upset because I’ve voiced my concern about some of the clothes you wear. And this seems controlling or old-fashioned to you.”
  26. Power Listening Tool – AMPP (Ask, Mirror, Paraphrase, Prime)

    Prime when you’re getting nowhere
    Priming comes from the expression “priming the pump.” With a pump, you often have to pour some water into it to get it running. Then it works just fine. When it comes to power listening, sometimes you have to offer your best guess at what the other person is thinking or feeling. You have to pour some meaning into the pool before the other person will do the same.

    (mirror) “I can see you’re upset – who wouldn’t be? Is there anything we can do?”

    (priming) “Are you thinking that the only reason we’re doing this is to make money? That maybe we don’t care about your personal lives?”

Card Set Information

Author:
wl5f
ID:
336260
Filename:
Part2
Updated:
2017-11-25 03:18:27
Tags:
communication1b
Folders:
communication1b
Description:
Phrases
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