DAN O’ CONNOR COMMUNICATION SKILLS

NAVIGATIONAL PHRASES

- Help you and your message to keep on track, even when people try to do it and hold your
direction.
 THAT MAY BE BUT…
 I UNDERSTAND, HOWEVER…
 I SEE YOUR POINT AND…

Broken Record technique: Use the exact same words used a moment ago.

- How to interrupt people, keep them on track and make them GET TO THE POINT.

● SO YOU’RE TELLING ME…

1 Take any phrase they said

2 Repeat t back, prefacing it with “So you’re telling me…”

POWER PHRASE

- PLEASE (state what you want)

Instead of saying “I DON’T APPRECIATE” try “PLEASE…” Give clear instructions.

Ex: “I don’t appreciate it when swear in front of me.” 
“Please omit profanity when we talk. Profanity distracts me from your message and I want to hear what
you’re saying”
PLEASE (command) + WHY (command) + COMMITMENT to his saying

- YOU MADE A REAL CONTRIBUTION

Instead of “GOOD JOB” use “YOU MADE A REAL CONTRIBUTION” recognize, reinforce and motivate. Tell
person exactly what you’re praising.

- I MISSPOKE (mi sono spiegato male)

Instead of “I LIEAD” use “I MISSPOKE”

Ex: Don’t start out with “YOU LIED TO ME”, use “I THINK YOU MISSPOKE” the person will not be defensive.
Answer to “BUT YOU SAID” with “I misspoke”. It happens ;)

- SOLUTION – ANSWER – PROPOSAL

Use them instead of “I think” or “Idea”, people don’t want to listen to your ideas and if you think, they
know you’re not sure.

- USE THE RIGHT WORD

Don’t use “Very” “Really” “So” EX: “Very bad”  “Tragedy” “So much effort”  “Truly commitment”
Use one single words ( use this in persuasion )