Conversational Intelligence Summary, PDF, EPUD, Audio

Level III conversations co-create trust through shared reality mapping

Words activate neurochemical responses—cortisol for distrust, oxytocin for collaboration

Replace “telling culture” with “asking culture” to unlock collective intelligence

Conversational rituals rebuild trust by shifting brain activity from fear to safety

Judith Glaser’s neuroscience reveals words alter team chemistry more than content

Transform power struggles into partnering by validating others’ perspectives first

“Transactional” vs. “transformational” conversations determine organizational innovation capacity

Mirror neurons synchronize during high-trust dialogues, enabling non-verbal alignment

Leadership success hinges on converting egocentric speech into “WE-centric” co-creation

Conversational intelligence turns conflicting agendas into shared success metric brainstorming

“Double-click” technique deepens understanding by probing assumptions behind statements

Judith Glaser’s trust catalysts: transparency, relationship-building, and future-focused language

Judith E. Glaser (1946–2018), bestselling author of Conversational Intelligence: How Great Leaders Build Trust and Get Extraordinary Results, was a pioneering organizational anthropologist and leadership expert. Her work bridges leadership development, neuroscience, and communication, with themes focused on transforming workplace culture through trust-building dialogues.

As founder of Benchmark Communications and co-founder of the Creating WE Institute, Glaser advised Fortune 500 companies like IBM, Pfizer, and Citibank.

She authored seven books, including Creating WE: Change I-Thinking to We-Thinking and The DNA of Leadership, which explore collaborative leadership frameworks. A visiting lecturer at Harvard and Wharton, Glaser’s insights were featured on CBS and NBC.

Her Conversational Intelligence coaching program certified 830 professionals across 32,000 participants. Translated into multiple languages, her books remain foundational texts for executives seeking science-backed strategies to foster innovation and psychological safety in teams.

What is Conversational Intelligence by Judith E. Glaser about?

Conversational Intelligence explores how neuroscience shapes communication, revealing how conversations build trust or trigger defensiveness. Judith Glaser introduces three conversation levels (Transactional, Positional, Transformational) and frameworks to foster collaboration, innovation, and organizational change. The core premise: “Everything happens through conversations”—the quality of dialogues determines relationship health, culture, and leadership success.

Who should read Conversational Intelligence?

Leaders, managers, and professionals seeking to improve workplace communication, resolve conflicts, or drive cultural change. It’s valuable for HR specialists, coaches, and teams aiming to replace distrust with co-creative dialogues using neuroscience-backed strategies.

Is Conversational Intelligence worth reading?

Yes. The book blends accessible neuroscience with actionable tools, like the Conversational Dashboard, to navigate difficult discussions. It’s praised for transforming leadership approaches and fostering trust in organizations, though some may find its frameworks require deliberate practice to apply effectively.

What are the three levels of conversation in Conversational Intelligence?

Transactional: Exchanging information (asking/telling).
Positional: Advocating viewpoints (persuading/inquiring).
Transformational: Co-creating shared understanding (listening/exploring).

Glaser argues Level 3 conversations unlock innovation and trust by aligning brain chemistry toward collaboration.

How does Conversational Intelligence apply to leadership?

Leaders can use C-IQ to reframe conversations from “I-centric” to “we-centric,” reducing fear responses and fostering psychological safety. Techniques include reframing conflicts and priming for trust, enabling teams to navigate change and align on