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GLOSSARY

Need: thing that is wanted or necessary; in compassionate or non-violent
communication, needs are at the core of what we think, say and do, and are
often expressed through feelings and signaled by issues. Needs are universal:
everybody has needs; what may change is the priority of those needs. In
compassionate communication needs are also always positive, meaning they
are what we want, not what we do not want.

Objection: concern your prospect has and that is preventing him or her from joining Rena
Ware or buying products.

Prospect: future recruit, future customer or both.

Recruit: (noun): new Independent Representative.

Recruit: (verb): to enroll new Independent Representatives; to add new members to your
team.

Referral: mainly, the person who has been referred to you by someone else; occasionally,
the act of referring a person to someone else.

Reframe: say what someone else has said, but in a different way. In the context of
compassionate communication, reframing can be useful when someone says
something very negative or hurtful. When we reframe, we identify a positive
need and say it out loud. This moves people from a position of negative lack to
realizing a positive need. For example:
Other person: I don’t like being sick.
You: Your health (need) is important to you.

Self-worth: sense of knowing that we are enough, awareness of and contentment with who
we are and our “value”; self-value.

Team: a number of Independent Representatives under the same Independent
Representative.

Vulnerability: the ability to face uncertainty, exposure, and emotional risks, and still know that
we are enough and be kind to ourselves. 1

Warm market: people you know directly or indirectly (through other people), including family,
friends, existing customers, acquaintances and referrals.
Note: In Rena Ware, warm market (for sales) does not include yourself or other
active Independent Representatives. Rena Ware does not require its Independent
Representatives to purchase products or inventory, ever.

1 Adapted from Brené Brown, Ph.D., LMSW (2012), Daring Greatly.

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