Article from "Neil Krey's CRM developers Forum", 1988, pp. 1-13
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Effective communication is being able to communicate your thoughts and feelings in such a way that the other person shares the same meaning you do
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The imparting or interchange of thoughts, opinions, or information by speech, writing or signs
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The process of exchanging ideas and information by the use of a common system of verbal and non-verbal signals
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Restrict the range of possible responses
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Useful in getting specific information quickly
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Improper use can make a person feel like hey are being interrogated
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Allows the person a lot of freedom of response
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Useful for identifying attitudes and beliefs
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Can be quite time consuming
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We speak at approximately 125 words per minute
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We have the capacity to listen at 900 words per minute
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Caring
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Trustworthy with integrity
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Accepting
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Lets you talk
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Focuses on thoughts and feelings
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Constructive, focuses on problem solving, not blame
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Encourages self-determination
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Is capable of active listening
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Rate of speech Is the individual speaking quickly or slowly? Generally, people speak more quickly when they are excited, angry or upset. Speaking slowly generally suggests calmness and control
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Inflection Which words does the individual emphasize? Inflections can help indicate what is most important to the individual
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Tone of Voice Is the individual's voice loud or soft, harsh or smooth? Tone of voice can help to determine the individual's emotional state. It can be critical in determining the stress level of other crew members
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Explore alternatives
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Have other choose, if possible
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