About this course
Being understood means the words you send arrive the way you meant them. Understanding means the words you receive mean what the sender meant. Most of us work on one side and ignore the other. This course works both. It is for anyone who leaves meetings unsure whether they were heard, or unsure what the other person meant, including managers and partners who work across accent, style, and silence.
You place every break on a fader: sound, style, or signal, before you judge the person. You practice Ask for the Word, Say How You Say It, Wait Then Widen, Yes but Which, and Both Sides Switch. Cases put the tools into real exchanges. Four kinds of yes and the quiet no stop you from hearing agreement that was never given.
The ENRICH foundation, created by Duane K. Andrews and Sherry M. Jerimie, sits under every fader. You leave able to run one conversation from your own job in both directions.
Who it is for
- Anyone who leaves meetings unsure whether they were heard.
- Anyone unsure what the other person meant after a call that looked fine.
- Managers and individual contributors who work across accent, style, and silence.
- Cross-team partners who keep repairing the same break without naming the fader.
Learning objectives and outcomes
By the end of the course you will be able to:
- Name the three faders. Sound, style, and signal, and which side of the desk you skipped.
- Ask for the Word. Repair a miss on one word without rewriting the whole sentence.
- Say how plainly you talk. Name your style out loud so the other chair can meet it.
- Wait, then widen. Hold the silence instead of filling it with your guess.
- Sort Yes, but Which? Four kinds of yes, and the quiet no that looks like agreement.
- Run Both Sides Switch. Share the load so adjustment does not sit on one chair.
- Replay one real conversation both ways. Practice from your own job, not a script.
What is included
The Booklet is the knowledge companion: keep it open beside the video for the models and the case cast.
The fillable Workbook holds the pause-and-write prompts that appear in every exercise chapter. Pause when the video asks, write your answer, then press play for Duane's reading.
Chapters
15 chapters, 2 h 54 min of video.
- 00Welcome: Who Misheard?11:10
Who misheard whom. Both chairs share the break.
- 01Sound, Style, Signal13:35
Three faders. Place the break before you judge the person.
- 02Two Ways on Every Fader2:59
Every fader has two sides. See which one you usually skip.
- 03The ENRICH Foundation24:47
ENRICH under every fader: why the break is not only about the words.
- 04Sound: Accent and the Missed Word14:09
Accent and the missed word. Ask for the Word, not the sentence.
- 05Case: The Number on the Call9:16
Case: the number on the call. Repair a sound break in real time.
- 06Style: How Plainly It Is Said13:38
How plainly it is said. Say how you talk so the other chair can meet you.
- 07Case: Shorter, as Asked9:22
Case: shorter, as asked. Style mismatch under a deadline.
- 08Signal: Silence and the Pause13:24
Silence and the pause. Wait, then widen, instead of filling the gap.
- 09Case: Great, We're Aligned8:20
Case: great, we're aligned. A signal that looked like agreement.
- 10The Quiet No and Yes, but Which?13:54
Four kinds of yes, and the quiet no that travels as a yes.
- 11Case: Shall I Keep the Old Method?8:38
Case: shall I keep the old method. Hear which yes you were given.
- 12Switch: Who Adjusts10:55
Both Sides Switch. Who adjusts when the load sits on one chair.
- 13Case: Two Ways of Talking8:22
Case: two ways of talking. Share the switch instead of winning it.
- 14One Conversation, Both Directions11:25
One conversation from your job, run both directions.