My Most Useful Learning Was:

· Realization that my instantaneous response to a challenging situation is negative. Need to take a deep breath, get centered before responding.

· Being made aware of the pitfalls of using certain words in conversations.

· Being able to pull the positive out of the person you are talking to.

· How to center myself and prevent negativity from running out of control.

· How to diffuse an angry person so that effective communication can occur.

· How to phrase; possible reactions; how to plan the conversation.

· The feeling and “hope” concept; take a deep breath; the concepts of conflict resolution and anger management.

· Empathizing with the person you are communicating with even under a difficult situation.

· Identification of specific steps of process. Gave roadmap to put more rigor into planning for effective communication.

· The complete communication process that includes identifying “hopes” and asking what the hope of the person is rather than assuming.

· Enjoyed the role playing...interacting with peers to better communication

· I had an “aha” moment when practicing the active listening and learning how impactful it is to raise questions about the speaker’s feelings and hopes.

· The good humor that was displayed by Andy and returned by the group.

· Examples of bad conversations then done as good ones.

· That it is not enough to fix the problem, the upset person must be able to release the emotion and the listener to empathize for the situation to be truly resolved.

Executive Team, Hospital Council of Western Pennsylvania

I found these things most valuable today:

· Taking accountability for my own feelings. Making a connecting request

· Application of principles, workbook format.

· Empathic listening. I often listen for motives not feelings or “positive intentions”.

· Specific techniques that can be used

· The concept of “mixed”/evaluative words. Suspending judgment.

· The processes for listening and speaking without conflict.

· Everyone participated. Learning and practicing the technique

· Resolving conflicts, speaking up with a different opinion, difference between request and demand.

· It was great!