Contents of

Communication Gaps and
How to Close Them

by Naomi Karten

ISBN: 978-0-932633-53-8  
©2002  376 pages   softcover  
$33.95 (includes $6.00 for U.S. shipping by UPS)

Subject(s): Communication Skills

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CHAPTER 1: Mind the Gap 

• The Ability to Communicate
• Why Communication Gaps are Prevalent
• Closing the Gaps
• Key Recommendations
• Gaps Galore

• Unnoticed Messages
• Misstated Messages
• Missed Messages
• Cluttered Message
• Hidden Messages
• Off-putting Messages
• One-Sided Messages
• Unexplained Messages
• Conflicting Messages
• Befuddling Messages
• Informing and Involving

• Two People Separated by a Common Language 
• Terminology Disconnects
• Everyday Terminology
• Clarify, Clarify, Clarify

CHAPTER 4: Untangling Tangled Interactions: Reaction of the Recipient

• Let Me Count the Ways
• Ingredients of an Interaction
• Intake: Candid Camera, with a Twist
• Interpretations: Multiple Modified Meanings
• Feelings: What Happens On the Inside
• How to Put the Model to Use
• A Few More Guidelines and a Caution 

INTRO

CHAPTER 5: Building a Strong Foundation 

• Working Together, Together
• Foundation Building Takes Time and Effort
• Build the Foundation While Building the House 

• A Framework for Discussing Communication Preferences 
• Where You Get Your Energy: Extroversion (E) vs. Introversion (I)
• How You Take In Information: Sensing (S) vs. Intuition (N)
• How You Make Decisions: Thinking (T) vs. Feeling (F)
• How You Relate to the World: Judging (J) vs. Perceiving (P)
• It Takes All Kinds 

• On Using a Perspectoscope
• Start by Scrapping Your Labels 
• Ponder Factors that Influence Other People's Behavior 
• Observe From Different Perspectives 
• Become Truly Empathetic
• Consider Their Case In Making Yours 
• Try Something Different 

• Give Thanks 
• Conduct a Temperature Reading 
• Give Personalized Attention 
• Stay Connected 
• Create Communication Metrics
• Create Relationship-Tending Roles 

• Contributors to Customer Satisfaction 
• Universal Grievances
• Claims of Caring 

• Three Feedback-Gathering Flaws
• Asking the Right Questions and Asking the Questions Right
• When and How to Gather Feedback
• Act on the Feedback Gathered
• Perceptual Lags

• Why SLAs Fail—and How to Ensure that Yours Will Succeed
• Adapting the Tool

Section 4: Change Gaps 

• Failure to Communicate
• The Stages of Response to Change
• Change Models
• The Satir Change Model
• Meta-Change
• Chaos as Status Quo 

• Respect the Matter of Timing 
• Expect Individual Differences in Response to Change 
• Allow Time to Adjust 
• 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 
• Dare to Show People You Care 
• Involve People in Implementing the Change 
• Educate People about the Experience of Change 
• Deal With It! 

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