Please note: This is a companion version & not the original book.

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#1 Everything you say to someone is filtered through his frames of reference, biases, and preconceived ideas. What remains is the message that he understands. You can't change how the listener functions, but you can adjust yourself to how he wants to be treated in order to be more effective in your communication.

#2 All communication is based on the listener's terms. You help others understand you by creating a secure environment for communication, on their terms. Then they can use their energy to understand rather than to consciously or unconsciously react to your manner of communicating.

#3 We can't calculate everything, but we can still understand the basics of human communication. We can avoid the most blatant blunders by understanding the basics of human communication.

#4 There are two situations in which you can be yourself: when you're alone in a room, and when everyone else is exactly like you. In any other situation, it might be a good idea to understand how you are perceived and learn how other people function.