7Oh father, please forgive them. They don't know what they are doing Oh father, please forgive them! They don't know what they are doing." [Those are] the words of Jesus heard from the cross. "Please forgive them!"
14Open ended questions / Lead questions / Close ended questions Sharing of information / dialogueActive listeningParaphrasingSummarizingReframingI/u messageYes…but / Yes…andOpen ended questions / Lead questions / Close ended questionsBuilding Relationships as we Negotiate
15Stage 1 : Active listening MirroringParaphrasingEmotional LabelingSummarizingMinimal Encouragers
18ต้องการยอมรับ รู้สึกสำคัญ ต้องการผลประโยชน์ Egotists (สนใจแต่ตัวเอง) LS/MFT (low self-esteem means friction and trouble)Win the argument and lose the sale.Les Giblin, How to have Confidence and Power in Dealing with People, (1956) 1966 edition