FCRA presents:

Carol A. Price Dr. Ali Saberi

Productive

Communication

SERVICECommunication: why is it so DIFFICULT

We all do it all the time

BUT: we often don’t pay attention to what it’s

getting us in return!!!!

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496117

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Here’s how it works

mechanics

Communication

mechanics

sender

style

content

speed

receiver

Process or

Product based

“We received notice that you have not renewed your medicine. Is there a problem?” 

“I see you haven't renewed your prescription. We want to be sure that the medicine stays at an even level in your system so you won’t experience shortness of breath or breathing difficulties.”

Product vs. Process

how communication happens

Elements:

7%

38%

55%

That 7% matters when it’s “trigger”

words

Elements:

7%

38%

55%

How Communication Happens

Pew Research Center for the People and the Press

21% of (18-29 year olds)Use the Daily Show as a place they

Regularly learned presidential campaign news

Elements:

7%

38%

55%

How Communication Happens

Elements:

7%

38%

55%

Director of 1st Impressions!

When dealing with Anger

3 steps:

1. Make them right2. Stop talking

3. Ask permission

How Communication How Communication HappensHappens

Elements:

7%

38%

55%

how communication happens

Elements:

7%

38%

55%60% 40%

how communication happens

Elements:

7%

38%

55%65% 35%

mechanics

intentions

Here’s how it feels

Intention

Is up to both of us

Best chance of getting what we

both want

I become more

“present” which gives

me more

control, more peace and better relationships

Intention

Is up to both of us

Best chance of getting what we

both want

I become more

“responsive” and less reactive

which gives me more control, more peace and

better relationships

Intention

Is up to both of us

Best chance of getting what we

both want

I become more

“purposeful” which gives

me more

control, more peace and

better relationships

Here’s how we do it

mechanics

intentions

semantics

semantics

The Power of Purpose

Better

Easier

Better

Easier

deliver in the style of the receiver

Process: why, how, how, how do

you feel want, expect, fair,

Product: who, what, when, where,

outcome, resultswho, what,

where, when, why, how

Better

Easier

deliver in the style of the receiver

Responsibility:

Accountability:(respectful yet accountable)

what I can do is……. what I’m asking is……my preference is ……..

who, what, where, when,

why, how

Who Are We?

What Determines

My Attitude?

Who Are We?

PERSONALITY

Passive Aggressive

People

Task

My 4 Agreements

1.Be impeccable with your word – to them and yourself.

Speak with integrity. Say only what you mean. Avoid using

words to speak against yourself or to gossip about others.

My 4 Agreements

2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are!

Nothing others do is because of you. What others say

and do is a projection of their own reality, their

own dreams.

My 4 Agreements

3. Don’t make assumptions. Ask for what you want and tell others what you need.

Tell people how to treat you. Tell them

where your boundaries lie, so they

have a choice when they deal with you

My 4 Agreements

4. Always do your best and it varies from day to day.

Your best is going to change from moment to moment; it

will be different when you are feeling good vs. feeling bad. Under any circumstances,

simply do your best, and you will avoid self-judgment, self-

abuse and regret

My 4 Agreements - Review

1.Be impeccable with your word – to them and yourself.

2. Don’t take anything personally. Nothing they say is about YOU, it’s about who they are!

3. Don’t make assumptions. Ask for what you want and tell others what you need.

4. Always do your best and it varies from day to day.

Better

Easier

deliver in the style of the receiver

Responsibility: are you expecting

a specific response………

Accountability: what I can do is…….who, what,

where, when, why, how

Here’s how it turns out

In medicine:

respectpower

knowledge

compassion

Potential

Is up to both of us

Best chance of getting what we

both want

I become more

“fulfilled” which gives

me more

control, more peace and

better relationships