Summary of Conversational Intelligence

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Conversational Intelligence book summary


7 Overall

8 Applicability

6 Innovation

7 Style


Conversations go far beyond mere exchanges of information. Conversations affect your relationships, worldview and culture. Good conversations foster stronger, positive relationships; bad ones can destroy relationships. Organizational anthropologist Judith E. Glaser discusses how to move beyond fear and distrust to have more meaningful, useful discussions. She categorizes conversations on three levels, from routine to elevated. Her focused coverage of neuroscience will hold your interest, though it lacks practical examples. The most helpful section is the short entry on using the three R’s – “Reframing, Refocusing, Redirecting” – to work through difficult conversations. getAbstract recommends Glaser’s insights to supervisors, managers and employees who want to improve their workplace relationships and increase their productivity.

In this summary, you will learn

  • How trust and distrust affect conversations,
  • How to use the three main levels of conversation, and
  • How to achieve trust-based Level III conversations.

About the Author

Judith E. Glaser, an organizational anthropologist, is the CEO of Benchmark Communications and the chairman of The Creating WE Institute.



Pleased to Meet You: On Three Levels
Conversational Intelligence (CI) functions on three levels. At Level I – the most basic level – people ask and answer questions, share information or conduct transactions. At the next point, Level II, people share viewpoints and try to guide others ...

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    Karin van den Nieuwenhuijzen 4 years ago
    Fear gets you down and makes you less productive. Interesting to reflect on this thought. The summary invited me to dive into the book.

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