Requests (cont.):
statements as opposed to, 111–
113
tone in, 113–115
Resistance, backing off as first
signs of, 6–7
Respect, PowerPhrases in gaining,
66–69, 220–221
Respect-Robbing Poison Phrases,
17, 18–26, 63, 167, 207
Filler, 18–19
Indecisive, 21–24
Negative, 24–25
Qualifier, 19–20
Tag, 21
Responsibility
accepting full, 134
taking, for communication,
33–34, 143–144
Results
focusing on, 55–60
getting, with requests, 110–111
positive versus negative in
achieving, 114–115
Runion Rules for communication,
211–213
Sarcasm, avoiding, 73, 74, 115,
150, 208, 211
Screaming, as inappropriate, 9
Self-disclosure, 147
Self-esteem, 148–155
Self-knowledge, 64–65
Sensitivity, 89
Set-up questions, 146–147
The 7 Habits of Highly Effective
People(Covey), 133
“Shoulda’s,” 25, 30–31
Sideswipes, 73, 154
Silence
as golden, 5–6, 208–209
regretting, 5–9
Sincerity
in apologizing, 135–137
in listening, 129
Slang, 52
Small talk, 81–89, 94
Speaking freely, 124–131
Specific information, giving, 48–
54
Specificity, 14, 48–54
in addressing issues, 188–190
in apologizing, 133–134
in communicating feelings,
101–102
in defusing anger, 158–159
in expressing anger, 167–168
in expressing opinion, 92–93
in gender communication,
196–198
in handling disagreements,
177–178
listening and, 126
in making requests, 109
in perfecting connections, 84–85
of PowerPhrase questions, 140–
141
of response to put-downs, 151
in saying no, 118–119
Speech
importance of, 5–9
patterns of, 5
price of ineffective, 5
Statements, as opposed to re-
quests, 111–113
Straightforwardness, 62
Subjectivity, in handling disagree-
ments, 181–182
Success stories, 219–223
Suggestions, offering, 7–8
Summaries, with supportive docu-
mentation, 92
Supportive documentation, sum-
maries with, 92Index 247