How to Say It at Work : Putting Yourself Across With Power Words, Phrases, Body Language, and Communication Secrets

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A comprehensive guide to the do's and don'ts of good communication, this book gives total training for personal success at work.
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Overview

A comprehensive guide to the do's and don'ts of good communication, this book gives total training for personal success at work.
Read More Show Less

Product Details

  • ISBN-13: 9780735200128
  • Publisher: Penguin Group (USA)
  • Publication date: 1/28/1998
  • Series: How to Say It Series
  • Edition description: Older Edition
  • Pages: 416
  • Product dimensions: 9.16 (w) x 10.88 (h) x 1.07 (d)

Table of Contents

Why This Book Is for You
PART I Setting the Stage for Communication Success
Chapter 1 How Good Are You at Putting Yourself Across?
Self-Test: Gauging Your Communication Effectiveness
What It Means to You
Chapter 2 Building Your Basic Verbal and
Nonverbal Communication
The 50 Words Every Businessperson Should Know and Use
The 50 Words to Avoid—and Why
The 12 Essentials of Nonverbal Communication
Beware of These 25 Nonverbal Pitfalls
PART II How to Handle Specific Situations and People
Chapter 3 Putting Yourself Across...to Get a Job
Self-Test Your Interviewing Savvy
Words to Use During Interviews
Phrases to Use During Interviews
Words to Avoid During Interviews
Phrases to Avoid During Interviews
Body-Language Strategy for Job Interviews
Body-Language to Avoid During Job Interviews
Preparing for the Interview: Plan to Be Spontaneous
Assembling a Strong Interview Kit
Doing Preinterview Research
Dressing for the Interview
To Give the Right Answers, Get the Right Questions
Inappropriate Questions (and How to Answer Them)
Ten Questions You Should Ask at the
Interview
Five Steps to Getting a Job Offer
Talking Money During the Interview
What if You're Asked to Take a Drug Test?
Chapter 4 Putting Yourself Across...to Supervisors
Self-Test Your Savvy in Communicating with Your Boss
Words to Use with Your Boss
Phrases to Use with Your Boss
Words to Avoid with Your Boss
Phrases to Avoid with Your Boss
Body-Language Strategy for Communicating with Your Boss
Body Language to Avoid with Your Boss
Secrets of Communicating with Emotionally Stunted Supervisors
Negotiating aRaise
Negotiating a Promotion
Promoting an Idea or Project
Renegotiating a Deadline
Accepting an Assignment
Declining an Assignment
Taking a Compliment—with Grace
Taking Your Lumps—with Dignity
Handling Snafu Situations
Communicating Your Decision to Quit
How to Respond When You're Fired
Chapter 5 Putting Yourself Across...to
Colleagues
Self-Test Your Savvy in Communicating with
Colleagues
Words to Use with Colleagues
Phrases to Use with Colleagues
Words to Avoid with Colleagues
Phrases to Avoid with Colleagues
Body-Language Strategy with Colleagues
Body Language to Avoid with Colleagues
How Everyone Can Win When Communicating
with Colleagues
Secrets of Getting Big Results from Small Talk
Getting Information or Help from Colleagues
Secrets of Successful Meetings
Promoting an Idea or Project to Your
Colleagues
Handling Dissent from Your Colleagues
Responding to the Ideas and Projects of Others
Apologizing for Errors and Misunderstandings
Dealing with an Irate Colleague
Chapter 6 Putting Yourself Across...to Subordinates
Self-Test Your Savvy in Communicating with Subordinates
Words to Use with Subordinates
Phrases to Use with Subordinates
Words to Avoid with Subordinates
Phrases to Avoid with Subordinates
Body-Language Strategy for Communicating with Subordinates
Body Language to Avoid with Subordinates
Communicating Your Management Style
What to Say to Subordinates When You Are Wrong
Refusing Requests Without Alienating Employees
Responding to Complaints and Criticism from Employees
Reprimanding Your Subordinates
Accepting Resignations from Subordinates
Terminating an Employee
Chapter 7 Putting Yourself Across...to
Prospective Clients and Customers
Self-Test Your Savvy in Communicating with Prospects
Words to Use with Prospects
Phrases to Use with Prospects
Words to Avoid with Prospects
Phrases to Avoid with Prospects
Body-Language Strategy for Communicating with Prospects
Four-Step Formula for Building a Customer Base
Four-Step Formula for Building a Customer Base
Establishing an Effective Cold-Call Strategy
Focusing the Prospect's Needs
Generating Urgency in the Prospect
Overcoming Resistance by the Prospect
When to Walk Away from the Prospect
Chapter 8 Putting Yourself Across...to
Current Clients and Customers
Self-Test Your Savvy in Communicating with
Customers
Words to Use with Customers
Phrases to Use with Customers
Words to Avoid with Customers
Phrases to Avoid with Customers
Body-Language Strategy for Communicating
with Customers
Body Language to Avoid with Customers
Building Customer Relationships by
Providing Information
Want to Build a Relationship? Ask a Favor
of the Customer
How to Turn Down a Request Without Turning
Off a Customer
When a Customer Asks You to "Bend" Safety Rules or Regulations
Chapter 9 Putting Yourself Across...When
Handling Credit, Collection, and Customer
Complaints
Self-Test Your Savvy in Communicating about
Credit, Collection, and Complaints
Words to Use for Credit, Collection, and
Complaints
Phrases to Use for Credit, Collection, and
Complaints
Words to Avoid in Credit, Collection, and
Complaints
Phrases to Avoid in Credit, Collection, and
Complaints
Credit, Collection, and Handling
Complaints: Body-Language Strategy and Body
Language to Avoid
Credit: Investing in Your Customers
Collecting Money That's Overdue
Collection Talk Versus Collection Letters
Critical Issue: Avoiding Threats and Harassment
Handling Customer Complaints
Chapter 10 Putting Yourself Across...to
Vendors and Suppliers
Self-Test Your Savvy in Communicating with
Vendors and Suppliers
Words to Use with Vendors and Suppliers
Phrases to Use with Vendors and Suppliers
Words to Avoid with Vendors and Suppliers
Phrases to Avoid with Vendors and Suppliers
Body-Language Strategy for Vendors and Suppliers
Body Language to Avoid with Vendors and Suppliers
Getting Vendors to Give You Their Best
Starting Off on the Right Foot with a Vendor
Secrets of Negotiating Price and Terms with
Vendors
Talking to Vendors about Credit
How to Get Special Treatment from a Vendor
Rejecting a Vendor's Proposal-Without
Rejecting the Vendor
Complaining Productively to a Supplier
What to Say to the Vendor if You Have Payment Problems
Thanking a Vendor and Giving Referrals
Chapter 11 Putting Yourself Across...to
Lenders and Investors
Self-Test Your Savvy in Communicating with
Lenders and Investors
Words to Use with Lenders and Investors
Phrases to Use with Lenders and Investors
Words to Avoid with Lenders and Investors
Phrases to Avoid with Lenders and Investors
Body-Language Strategy for Communicating
with Lenders and Investors
Body Language to Avoid with Lenders and
Investors
Secrets of Selling Your Future to Lenders
and Investors
Presenting a Prospectus or Business Plan
Presenting an Annual Report: Secrets of
Keeping the Idea Aloft
Following Up (Go Easy on the Spurs)
How to Put the Past in Perspective (Credit-History Gaffes and Glitches)
When Things Go Wrong: Renegotiating Terms
How to Get More Money from Investors and
Lenders
Index
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