[00:00.00]And what about eye contact?
[00:02.60]Well, if we don't look at someone they
[00:04.18]immediately think that they can't trust us
[00:06.08]or we're not telling the truth,
[00:07.63]so eye contact is very important.
[00:08.85]We've got to make sure we get it right..
[00:10.22]if we give too much they could perceice
[00:12.03]that we er we rather like them
[00:13.23]a little too much,
[00:14.37]or maybe we're being a little aggressive
[00:15.35]towards them.
[00:16.55]So we've got to get the eye contact about right
[00:18.17]about three seconds in general is about
[00:20.67]right before we move away from the face then
[00:22.32]come back to the eyes.
[00:23.89]A situation I often find I have trouble with
[00:26.25]is when I need to complain about something.
[00:28.76]What sort of mistakes might I be making?
[00:30.81]Well I think it's very common to feel
[00:31.68]uncomfortable about making a complaint.
[00:33.73]Probably one of the most common things that
[00:35.22]people do in that situation is they're tempted
[00:37.28]to say far too much,
[00:38.77]so they become very unclear about the nature
[00:42.90]of the complaint...
[00:44.02]they're not precise enough.
[00:45.69]And they may well be tempted to speak far
[00:47.21]too quickly as well because actually we want
[00:49.07]to get to the end of the complaint because
[00:50.61]we don't particularly like complaining
[00:51.85]in the first place.
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