prep guide 10

PREPARATION GUIDE 10

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Within communication, there is both a speaker and a listener. While a lot of focus in communication is often on the speaker, it’s also important to understand and consider the role of the listener (and an effective listener at that) in improving interpersonal relationships and communication within the workplace. A key component of utilizing these principles is the genuine implementation of these principles. When these principles are implemented insincerely, this can prove to be ineffective and come off as manipulative. As you read this text, reflect on how these principles, and examples of these principles, might be present and absent within your workplace and personal life.

Based on: Dale Carnegie Part 1 and Part 2

*This includes 3 chapters from Part 1 and 6 chapters from Part 2.

How This Book Was Written—and Why

1. Carnegie claimed 15 percent of a person's financial success is based on knowledge; the rest comes from what?

PART 1

Chapter 1

1. The author states that there is no point in criticizing because it makes people defensive, hurts their pride, and creates resentment. How should feedback be applied to avoid criticizing too much?

2. What are two reactions from people that are criticized?

3. If the environment is the cause of the behavior, how can we change behavior?

4. How can data help to avoid emotional responding when providing feedback?

Chapter 2

1. Many people are driven by the desire to be _____________.

2. How can praise be used in the workplace to maintain employees’ sense of appreciation?

3. What is the difference between flattery and appreciation?

4. How can you be sure that your praise comes off sincere?

Chapter 3

1. Carnegie's point in this chapter is that people are interested mostly in what ____ want, not what ____ want. How does this relate to the selection of reinforcers?

2. Carnegie states, “If out of reading this book you get just one thing—an increased tendency to think always in terms of other people’s point of view and see things from their angle” (p. 42). How could this perspective set up a leader to be successful?

PART 2

Chapter 1

1. How does showing interest relate to the concept of “pairing” yourself (manager/supervisor) with reinforcement?

2. Kindness can have a profound, lifelong effect on people. Give an example of when you might show kindness in the workplace.

Chapter 2

1. "People rarely succeed at anything unless they have fun doing it," and initially engaging jobs or projects can fail if they become boring and joyless. What is the author implying needs to be built into the environment is this quote?

2. Smile even at the grumpiest people, "for nobody needs a smile so much as those who have none left to give!" How does this relate to shaping and using differential reinforcement?

Chapter 3

1. How might remembering a person's name and a few details about them be used to pair yourself with your employee’s reinforcers?

Chapter 4

1. In conversation, what type of listener do many people really want?

2. How does this relate to Daniels & Bailey suggestion of asking, “How’d you do that?”

Chapter 5

1. Before meeting someone new, what is a good way to connect with the person?

Chapter 6

1. How do you maintain your employees’ feeling of being important?

2. Consider and appreciate what you can learn from others. As Ralph Waldo Emerson said, "Every man I meet is my superior in some way." When dealing with a difficult employee, how might this be applied to the situation?

Overall

1. List each of the Principles introduced by Dale Carnegie in Part 1 and Part 2. Of the outlined Principles, which three do you find to be most pertinent? How could each of the three principles be incorporated into your practice in the workplace?