WELCOME! How to Stay COOL When Things Heat UP! Jan M. McLaughlin, CSP How to Stay COOL When Things Heat UP! Lizard brain—amygdala “What lies in our power to do, lies in our power not to do.” —Aristotle Objectives for today  Employ the 4 essential factors in communication and avoid getting pulled away from your intent  Develop awareness of the impact your visual, vocal and verbal image has on others  Practice the three keys to active listening— essential to reducing defensiveness  Exercise Verbal Aikido to become less of a target for negative behaviors “The greatest problem with communication is the assumption that it has taken place.” ―George Bernard Shaw Communicate with purpose Intent   What you want to have happen What’s my intent?           4 Important factors in communication Intent Criteria, expectations or needs Content