Your Progress

Lesson 1: Awareness of Ourselves, Our Rights and Communication Issues

G. How Upsets Occur & How They Can Be Prevented

Three Major Categories Of Upsets

#1 Undelivered Communication(s): Those things that you are not telling, asking, informing, or directing others about.

#2 Thwarted Intention(s): Those areas in your work that you feel you are not getting what you want, deserve, or feel you have earned.

#3 Unfulfilled Expectation(s): Those things you assumed, counted-on, or took for granted in your work.

EXERCISE: Describe a situation that you currently consider upsetting and would be willing to experience a positive change in. Briefly list setting, specifically what you found upsetting, and what outcome you wanted from the interaction.

Consider the following sources:

RELATIONSHIP	DESCRIBE ANY UPSETING SITUATION	TYPE of UPSET
SUPERVISOR, EXECUTIVE, OR DOCTOR:
CLIENT, CUSTOMER, OR PATIENT:
CO-WORKER:
FAMILY MEMBER
ADMINISTRATOR:

Now: Identify the category of upset each situation represented (#1, #2, or #3).

THEN: Decide how you might prevent possible repeats of these upsets in the future.

Reminder: Be sure to print this page before moving on. The program will not save your entries as this is a practice exercise for your reference.

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A Word from Clarissa

Click > on the audio controller beneath each of the three categories of upsets at left to hear Clarissa describe how to identify and prevent upsets.

About this Lesson

Lesson 1 addresses awareness issues. Before you can solve a problem you have to know what it is.

A. Understanding Ourselves: Self-awareness is the first step.

B. Your Personal Bill of Rights:
It's important to be aware of your rights.

C. Suggestions: Here's how to act on your Bill of Rights.

D. Claiming Your Rights: How we sometimes deny our rights and what we can do to reclaim them.

E. Causes of Tension: Learn to identify common causes of emotional tension.

F. Workplace Game: A simple 10-minute game to improve your awareness and listening skills.

G. How Upsets Occur: Identify the 3 main categories of upsets and how to prevent them.

H. 5 Satir Modes: Spotting typical behaviors and learning how expressions don't always match inner feelings.