L — Look at the speaker (not phone)
A — Ask clarifying questions
D — Don't interrupt
D — Don't change the subject
E — Emotions — acknowledge feelings
R — Respond thoughtfully

PARAPHRASE:
  'So what I'm hearing is...'
  'It sounds like you're saying...'

ACKNOWLEDGE FEELINGS:
  'I can understand why that would be frustrating.'
  'That sounds really challenging.'

AVOID:
  ❌ Finishing sentences
  ❌'I know exactly how you feel'
  ❌ Giving advice immediately without listening

OPEN/CONFIDENT:
  ✅ Eye contact: 60-70% of conversation
  ✅ Upright posture, shoulders back
  ✅ Open palm gestures
  ✅ Mirroring the other person (subtly)
  ✅ Leaning slightly forward = interest

CLOSED/NERVOUS (avoid):
  ❌ Crossed arms = defensive
  ❌ Touching face = discomfort
  ❌ Looking away too much = nervousness
  ❌ Fidgeting = distraction
  ❌ Hunching = low confidence

VIDEO CALLS:
  Look at the CAMERA — not your face or their face
  Camera at eye level (not below — unflattering)
  Good lighting (face lit, not backlit)

STRUCTURE (Rule of Three):
  Opening: Hook → Thesis → Preview
  Body: Point 1 → Point 2 → Point 3
  Closing: Summary → CTA or big idea

OPENING HOOKS:
  • Surprising statistic
  • Rhetorical question
  • Brief personal story
  • Bold statement

DELIVERY:
  Pace: 120-150 words/min
  Pause for emphasis (2-3 sec after key point)
  Volume: project to back of room
  Pitch: lower = more authority
  Filler words (um, uh): replace with pause

NERVOUSNESS:
  Deep breath before stepping up
  Slow down (you're faster than you think)
  Eye contact with one friendly face first

SUBJECT LINE:
  Bad:  'Update' / 'Hi' / 'Question'
  Good: 'Action Needed: Budget approval by Friday'
        'Follow-up: Our call on Thursday'

STRUCTURE:
  1. Context (why you're writing)
  2. Key message
  3. Clear ask / next steps

TONE:
  Formal:   'I would be grateful if you could...'
  Neutral:  'Could you please...'
  Direct:   'Please send me...'

RULES:
  ✅ Reply within 24 hours (business)
  ✅ Spell check every time
  ✅ Active voice: 'We completed X' not 'X was completed'
  ❌ Never reply-all unless everyone needs it
  ❌ Don't email urgent items — call instead
  ❌ Never send angry emails — draft, wait, re-read

SBI = Situation, Behaviour, Impact

GOOD:
  'In yesterday's meeting [Situation],
   when you interrupted me three times [Behaviour],
   I felt undermined and the team lost focus [Impact].'

BAD:
  'You always disrespect me in meetings.' (vague, accusatory)

WHEN CRITICIZED:
  ✅ Thank them for the feedback
  ✅ Ask clarifying questions
  ✅ Take time before responding if emotional
  ❌ Don't get defensive immediately

SETTLING DISAGREEMENTS:
  1. Listen fully (don't interrupt)
  2. Find common ground
  3. Separate people from problem
  4. Focus on interests, not positions
  5. Generate options before deciding

SLIDE DESIGN:
  1 idea per slide
  Max 6 words per bullet
  Large font (24pt+ body, 36pt+ titles)
  High contrast colors
  Images > walls of text

10/20/30 RULE (Guy Kawasaki):
  10 slides max
  20 minutes
  30pt font minimum

STORYTELLING:
  Hero's journey: Before → Problem → Solution → After
  Every data point: 'which means...', 'and therefore...'

Q&A:
  Don't say 'Good question' (condescending)
  Unknown: 'I'll find out and follow up'
  Hostile: 'I see it differently — here's why'
  Always end with YOUR key message, not last question

PYRAMID PRINCIPLE:
  Start with conclusion/main point FIRST
  Then supporting arguments
  Then supporting details
  BLUF = Bottom Line Up Front

TIPS:
  ✅ One idea per paragraph
  ✅ Active voice (not passive)
  ✅ Short sentences (under 20 words avg)
  ✅ 'You/Your' more than 'I/Me'
  ✅ Read aloud before sending
  ❌ No jargon with non-experts
  ❌ No filler: 'basically', 'literally'
  ❌ Avoid passive voice usually
  ❌ No 'To Whom It May Concern'
  ❌ No 'Please find attached'