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COPYRIGHTED MATERIAL Chapter 4: Communicate Effectively . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Case Study 1: Carmen’s Inability to Speak Up Challenge: Presenting Ideas Clearly Solution: Match Body Language to Message Solution: Interpret Others’ Body Language Carefully Challenge: Dealing with Different Communication Styles Solution: Learn to Recognize and Communicate with Different Styles Solution: Know Your Own Communication Style Solution: Manage Conflicts between Styles Challenge: Listening Effectively Solution: Listen Actively Case Study 2: Carmen Respectfully Explains Her Ideas Checkpoints for Success Chapter 5: Maintain a Positive Attitude . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73 Case Study 1: Simone’s Confrontational Disaster Challenge: Handling Confrontations Solution: Control Your Responses Solution: Respond Effectively to Passive-Aggressive Behavior Challenge: Remaining Assertive Solution: Turn Confrontations into Collaborations Solution: Be Aware of How You Are Coming Across Solution: Use Assertive Language Challenge: Understanding Others’ Points of View Solution: Show That You Value What Others Say Challenge: Trying to Predict How Interactions Might Go Solution: Focus on Your Intended Outcomes Solution: Use Documentation to Your Advantage Challenge: Maintaining an Appropriate Balance of Authority Solution: Stand Up for Yourself Case Study 2: Simone Plans to Accomplish Goals and Prevent Disasters Checkpoints for Success viii COPYRIGHTED MATERIAL