chapter 6 verbal communication skills

The Power of Words ~ Spoken and UnspokenThe Power of Words ~ Spoken and Unspoken

“By swallowing evil words unsaid, no one has ever harmed his stomach.” --Winston Churchill

“The real art of conversation is not

only to say the right thing at the right

place but to leave unsaid the wrong

thing at the tempting moment.” –

Dorothy Nevill

“If you think little of a person, you ought to say as little as you think.” –Benjamin Franklin

Words can hurt or heal, validate or manipulate. Words can hurt or heal, validate or manipulate. What will your words express today?What will your words express today?

Become Assertive Become Assertive

1. Describe – Explain your view

2. Disclose – Tell your feelings

3. Identify Effects – Show how this affects you

4. Be silent – Wait for response

5. Paraphrase – Restate their response – if not good enough start over at #1.

We can “undo” the words but we can “apologize.”We can “undo” the words but we can “apologize.”

http://www.bureauofcommunication.com/compose/apology

  A proper apology should always A proper apology should always include the following:include the following:

http://www.perfectapology.com/apologizing.htmlhttp://www.perfectapology.com/apologizing.html

1.  A detailed account of the situation

2.  Acknowledgement of the hurt or damage done 

3. Taking responsibility for the situation recognition of your role in the event 

4. A statement of regret 

5. Asking for forgiveness

6. a promise that it won't happen again 

7. A form of restitution whenever possible

Do you feel the apology from Chris Brown Do you feel the apology from Chris Brown meets the proper apology criteria ?meets the proper apology criteria ?

The Need to be GenuineThe Need to be Genuine

Source: http://www.ehow.com/how_5108620_genuine.html