Critical Communication Skills can be categorized into three clusters:
1. Persuasive Skills - this cluster is comprised of skills which are basic to situations that call for influencing and motivating others:
- Clarifying Needs - Questioning and Pressing for Specifics
- Communicating Benefits
- Gaining Commitment
2. Tracking Skills - These skills are used continuously during interactions to make sure you and others are on the same "wavelength." Tracking provides you with a greater element of control and allows you to move the persuasive process forward in a positive direction. They include:
- Reading Cues
- Testing for Reaction
- Listening Actively - Acknowledging, Paraphrasing, and Empathizing
3. Shaping Skills - This cluster is used both selectively and purposefully to help create a climate of acceptance and to achieve objectives. Effective use of these skills distinguishes the successful influencer. They include:
- Reinforcing Positive Responses
- Handing Objections
- Creating Need Awareness
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