FAM104 Exam Study Guide with
Complete Solutions
Identify 4 skills of emotional intelligence - Answer-Self-Awareness: being able to
understand what you are feeling
Self-Management: being able to handle your emotions
Social Awareness: being able to understand other people's emotions
Relationshi...
Norms by explicit statements, critical events, primacy, carry-over
Sometimes go unquestioned
Identify 5 principles of Interest Based Negotiation - Answer✔✔-Separate people from the
problem
Focus on interests, not positions
Invent options for mutual gain
Insist on objective criteria
Develop BATNA
Identify meeting attendee behaviors contributing to effective meetings - Answer✔✔-Do your
homework: Research facts, present case, prepare for objections
Keep it short: Stick to the point, stick to the agenda, shush
Keep it cool and nice: Questions, listen and respect arguments, admit weak points
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