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Module 4 Study Guide

Study Guide

TermDefinition
Build Effective relationships with people by working for their benefit as well as your own Find out what a deposit is for the other person; what you think is a deposit for the other person may in fact be a withdrawal in their mind.
Keep confidences, Be loyal to the absent, Set clear expectations, Apologize, and forgive. Keep promises, nothing bankrupts the EBA faster- even if the account has a huge balance- than to break a promise, lies or broken promises are big withdrawals, you break trust.
Win/Lose high on courage and low on consideration, you're always trying to get ahead of others or be better than other people.
Lose/Win Low on courage and high on consideration, you're insecure, you have a permanent victim mentality, and you're always looking for sympathy.
Lose/Lose "If I'm going down, you're going down with me". You get revenge, you envy and criticize others, you put other people down (and often yourself too)
Win/Win- or no deal "we're going to win together" Balancing courage and consideration is the way to help others feel good and for you to feel good too.
Courage and Consideration Matrix high Win/Lose Win/Win- or no deal courage Lose/Lose Lose/Win Low high consideration
When you do this, it's easier to make new friends and build stronger relationships Make deposits of kindness and helpfulness into other people's emotional bank accounts.
Deposit When you do something that helps the relationship. Do small acts of kindness. A second deposit is to treat people with kindness.
Withdrawal When you do something that hurts the relationship. To be unkind, discourteous, and disrespectful.
Rules for making deposits 1.) A deposit is only a deposit if the other person see's it as one. 2.)It can take one or more deposits to make up for one withdrawal.
Created by: Sheileman3
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