Paradigms
A system of thoughts and beliefs, or a mental program.
What is a paradigm.
An obligation to carry out a specific course of action within a certain time frame.
What is a commitment.
Communication can be defined as...
the exchange of information.
What is the most important corporate value to win a customer's loyalty?
Their service experience.
One of the best predictors of occupational success.
What is vocabulary.
95% of our mental programs exist within this mind.
What is the subconscious mind.
Who, what, when.
What are the three key elements of a commitment.
Describe one reason communication matters.
Our expression of ourselves. Efficiency. Better experience for our customers. Builds rapport and respect with clients and between team members. Good communication encourages more of the same. Reduces misunderstandings and issues that can occur as a result. Foundation for dealing with crisis situations.
What is one trait of a 'skilled listener'?
Patience. No interrupting. Listening for their central issue. Listening for the feelings they express.
Inner dialogue that is optimistic, encouraging and uplifting is called what?
What is positive self talk.
The name of a paradigm that prevents our achievement of a goal.
What is a limiting paradigm. (negative paradigm)
Name one positive outcome of keeping our commitments.
Keeps us in relationship with our teammates.
Creates trust and rapport with clients.
Provides us with a sense of control, calm and confidence.
Provides a sense of accomplishment.
Describe one aspect of active listening.
Concentration. Listen to understand. Refrain from forming an opinion too early. Allow the speaker to finish their thought. Be patient.
What type of question seeks to confirm a fact or decision.
A closing question.
The phrase used to describe moving from one type of paradigm to another.
What is a paradigm shift.
Management of this resource is critical in delivering on commitments.
What is time.
Just, like, sort of, okay are examples of what?
What are filler words.
Provide an example of positive versus negative language.
I'll find out for you vs I don't know.
Remember to... vs Don't forget to...
Thank you for your patience. I'm sorry for your wait.
Here comes the intersting part... vs This is difficult to understand.
Ask better questions...(complete the sentence)
What is get better answers.
The system that individuals use to plan and execute their days and meet their deadlines.
What is a daily management system.
What is a great substitute for a filler word?
A pause.
What instinct kicks in and can work against us in an emotionally charged situation?
Fight or flight.
Fight, run, or hide.