Communication Gaps and How to Close Them

Partial Contents1: Mind the GapThe Ability to CommunicateSection 1: Gaps in Everyday Interactions2: Getting Through: Responsibilities of the Sender3: Misinterpretations: How Messages Cause ConfusionTwo People Separated by a Common Language4: Untangling Tangled Interactions: Reaction of the RecipientIngredients of an InteractionSection 2: Gaps in Building Relationships5: Building a Strong FoundationFoundation-Building Takes Time and Effort6: Appreciating and Benefiting from Communication Differences7: Understanding the Other Party's PerspectiveOn Using a Perspectoscope(TM)8: The Care and Feeding of RelationshipsGive Personalized AttentionSection 3: Service Gaps9: The Communication of CaringContributors to Customer Satisfaction10: Gathering Customer FeedbackWhen and How to Gather Feedback11: Service Level Agreement: A Powerful Communication ToolWhy an SLA Succeeds or FailsSection 4: Change Gaps12: The Experience of ChangeThe Satir Change ModelChaos as Status Quo13: Changing How You Communicate During Change14: On Becoming a GapologistBibliographyIndex