Conversational Intelligence "How Great Leaders Build Trust and Get Extraordinary Results" is a book by Judith Glaser that explores the role of conversations in building trust, fostering collaboration, and achieving exceptional results in personal and professional relationships. The book delves into the neuroscience behind conversations and provides insights on improving the quality of your interactions. Here are the key ideas from "Conversational Intelligence":
Three Levels of Conversations
Glaser introduces the concept of three levels of conversations:
Level I - Transactional Conversations
Level II - Positional Conversations
Level III - Transformational Conversations
Level I conversations are basic exchanges of information, Level II conversations involve power struggles and positioning, and Level III conversations are focused on building trust, mutual understanding, and co-creating solutions.
The Neuroscience of Conversations
The book explores the neuroscience of conversations, particularly how conversations impact the brain and the release of neurotransmitters. Understanding the science behind communication can help improve the quality of interactions.
Trust Building
Glaser emphasizes that trust is the foundation of effective communication. She provides insights into how trust is built or eroded through conversations and offers strategies to enhance trust in relationships.
Listening with Empathy
The book discusses the importance of empathetic listening, which involves not only hearing what is said but also understanding the emotions and intentions behind the words. It encourages leaders to listen actively and without judgment.
Asking Questions
Effective questioning is a key element of Conversational Intelligence. Glaser suggests that asking open-ended questions can stimulate deeper and more meaningful conversations.
Conversational Rituals
The book introduces the concept of "conversational rituals," which are patterns of interaction that become ingrained in an organization's culture. By examining and potentially changing these rituals, leaders can improve the quality of conversations.
Conversational Intelligence at Work
Glaser provides practical insights on how to apply conversational intelligence in the workplace, including improving team dynamics, addressing conflicts, and fostering a culture of trust and collaboration.
The Power of Words
The choice of words and phrases can significantly impact the quality of a conversation. Glaser emphasizes the importance of using language that promotes connection and understanding rather than defensiveness or conflict.
C-IQ Assessment
The book introduces the Conversational Intelligence Assessment, a tool designed to help individuals and organizations measure their conversational effectiveness and identify areas for improvement.

"Conversational Intelligence" offers a framework for improving the quality of conversations and, in turn, building trust, enhancing relationships, and achieving extraordinary results. By understanding the neuroscience of communication and adopting the principles of Conversational Intelligence, individuals and leaders can create more positive and productive interactions in both personal and professional contexts.