other major decision was whether each situation was primarily one for relationship building, for information exchange, or both. This division is essential because your basic approach to any conversation is indicated by this decision: if the primary purpose is rapport-building, these are the general components from your wardrobe for the conversation: use an indirect approach, give details, ask open-ended questions, use open body language and a welcoming tone of voice. You're usually seated. Assertiveness should take a back seat. On the other hand, if your purpose is information exchange, build
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