- About This eBook
- Title Page
- Copyright Page
- Also Available from Dorset House Publishing
- Dedication
- Acknowledgments
- Contents
- 1. Mind the Gap
- Section 1: Gaps in Everyday Interactions
- Section 2: Gaps in Building Relationships
- 5. Building a Strong Foundation
- 6. Appreciating and Benefiting from Communication Differences
- A Framework for Discussing Communication Preferences
- Where You Get Your Energy: Extraversion (E) versus Introversion (I)
- How You Take In Information: Sensing (S) versus Intuition (N)
- How You Make Decisions: Thinking (T) versus Feeling (F)
- How You Relate to the World: Judging (J) versus Perceiving (P)
- It Takes All Kinds
- 7. Understanding the Other Party’s Perspective
- 8. The Care and Feeding of Relationships
- Section 3: Service Gaps
- Section 4: Change Gaps
- 12. The Experience of Change
- 13. Changing How You Communicate During Change
- Respect the Matter of Timing
- Expect Individual Differences in Response to Change
- Allow Time for Adjustment
- Treat the Old Status Quo with Respect
- Allow People to Vent
- Listen Proactively
- Provide Information and More Information
- Say Something Even When You Have Nothing to Say
- Empathize, Empathize, Empathize
- Choose Your Words Carefully
- Dare to Show People You Care
- Involve People in Implementing the Change
- Educate People About the Experience of Change
- Deal With It!
- 14. On Becoming a Gapologist
- Bibliography
- Index
-
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