A fully revised edition of the bestselling communication tool.
This revised edition includes new advice on the latest developments in the workplace since the book's initial publication ten years ago.
Along with a new chapter on digital communication, each original chapter includes a discussion of topics such as diversity issues, team building, green business, and more. In addition, the revision includes a new chapter on the art of the effective argument, with a step-by step emphasis on building a persuasive case and acquiring the skills necessary for disagreeing without being disagreeable.
Why This Book Is for You xiii Part I Setting the Stage for Communication Success
1 How Good Are You at Putting Yourself Across? 3 Self-Test Your Communication Effectiveness 3 What It Means to You 12
2 Building Your Basic Verbal and Nonverbal Vocabulary 13 The 50 Words Every Businessperson Needs-And Why 14 The 50 Words to Avoid-And Why 17 Nonverbal Vocabulary: The Essentials 19 Beware of These 25 Nonverbal Pitfalls 28 On the Receiving End 30
3 Disagreeing Without Being Disagreeable 34 The Three Purposes of a Good Argument 34 Catching Your Rabbit 35 Target Problems, Not People 36 An Inventory of Arguments 37 Putting Together an Argument: The Three Modes of Persuasion 45 Fitting It All Together 46 Bottom Line 53
4 Communicating at the Speed of Light 54 Cleaning House 54 Digital Bloopers 60 Email Etiquette 61 Security Concerns 66 The Fading Fax 68 Up the Ante 71 Part II How to Handle Specific Situations and People
5 Putting Yourself Across ... to Get a Job 75 Self-Test Your Savvy in Interviewing 75 Words to Use During Interviews 77 Phrases to Use During Interviews 77 Words to Avoid During Interviews 78 Phrases to Avoid During Interviews 78 Body Language Strategy for Job Interviews 78 Body Language to Avoid During Job Interviews 83 Preparing for the Interview: Plan to Be Spontaneous 86 Assembling a Strong Interview Kit 88 Doing Preinterview Research 89 Dressing for the Interview 92 To Give the Right Answers, Get the Right Questions 98 Inappropriate Questions (And How to Answer Them) 105 Ten Questions You Should Ask at the Interview 108 Five Steps to Getting a Job Offer 110 Talking Money During the Interview 113 What If You're Asked to Take a Drug Test? 118
6Putting Yourself Across ... to Supervisors 120 Self-Test Your Savvy in Communicating with Your Boss 120 Words to Use with Your Boss 122 Phrases to Use with Your Boss 124 Words to Avoid with Your Boss 126 Phrases to Avoid with Your Boss 126 Body Language Strategy for Communicating with Your Boss 128 Body Language to Avoid with Your Boss 129 Secrets of Communicating with Emotionally Stunted Supervisors 129 Negotiating a Raise 145 Negotiating a Promotion 154 Promoting an Idea or Project 157 Renegotiating a Deadline 160 Accepting an Assignment 162 Declining an Assignment 165 Communicating in a Collaborative Environment 169 Taking a Compliment-With Grace 172 Taking Your Lumps-With Dignity 173 Handling Snafu Situations 176 Communicating Your Decision to Quit 182 How to Respond When You're Fired 185
7 Putting Yourself Across ... to Colleagues 189 Self-Test Your Savvy in Communicating with Colleagues 189 Words to Use with Colleagues 191 Phrases to Use with Colleagues 191 Words to Avoid with Colleagues 192 Phrases to Avoid with Colleagues 192 Body Language Strategy for Colleagues 192 Body Language to Avoid with Colleagues 192 How Everyone Can Win When Communicating with Colleagues 193 Secrets of Getting Big Results from Small Talk 195 Getting Information or Help from Colleagues 197 Secrets of Successful Meetings 198 Team-Building Communications 199 Promoting an Idea or Project to Your Colleagues 202 Handling Dissent from Your Colleagues 204 Responding to the Ideas and Projects of Others 206 Apologizing for Errors and Misunderstandings 211 Dealing with an Irate Colleague 213
8 Putting Yourself Across ... to Subordinates 216 Self-Test Your Savvy in Communicating with Subordinates 216 Words to Use with Subordinates 218 Phrases to Use with Subordinates 219 Words to Avoid with Subordinates 219 Phrases to Avoid with Subordinates 219 Body Language Strategy for Communicating with Subordinates 220 Body Language to Avoid with Subordinates 221 Communicating Your Management Style 221 What to Say to Subordinates When You Are Wrong 228 Diversity Issues 229 Communicating to Manage Risk and Liability 232 Refusing Requests Without Alienating Employees 234 Responding to Complaints and Criticism from Employees 242 Reprimanding Your Subordinates 248 Accepting Resignations from Subordinates 258 Terminating an Employee 262
9 Putting Yourself Across ... to Prospective Clients and Customers 268 Self-Test Your Savvy in Communicating with Prospects 268 Words to Use with Prospects 269 Phrases to Use with Prospects 271 Words to Avoid with Prospects 272 Phrases to Avoid with Prospects 272 Body Language Strategy for Communicating with Prospects 273 Body Language to Avoid with Prospects 274 Four-Step Formula for Building a Customer Base 275 Don't Make the Sale, Create a Customer! 278 Establishing an Effective Cold-Call Strategy 279 Focusing the Prospect's Needs 283 Upselling Dialogues 288 Promoting Ethics 289 Selling Green 290 Generating Urgency in the Prospect 291 Overcoming the Prospect's Resistance 292 When to Walk Away from the Prospect 293
10 Putting Yourself Across ... to Current Clients and Customers 295 Self-Test Your Savvy in Communicating with Customers 295 Words to Use with Customers 297 Phrases to Use with Customers 298 Words to Avoid with Customers 299 Phrases to Avoid with Customers 299 Body Language Strategy for Communicating with Customers 300 Body Language to Avoid with Customers 300 Building Customer Relationships by Providing Information 300 Informing Customers About Price Increases 307 Want to Build a Relationship? Ask a Favor of the Customer 309 How to Turn Down a Request Without Turning Off a Customer 316 Team Issues 325 Selling and Upselling in the Customer Service Context 325 When a Customer Asks You to "Bend" Safety Rules or Regulations 327
11 Putting Yourself Across ... When Handling Credit, Collection, and Customer Complaints 329 Self-Test Your Savvy in Communicating About Credit, Collection, and Complaints 329 Words to Use for Credit, Collection, and Complaints 331 Phrases to Use for Credit, Collection, and Complaints 332 Words to Avoid in Credit, Collection, and Complaints 334 Phrases to Avoid in Credit, Collection, and Complaints 334 Credit, Collection, and Handling Complaints: Body Language Strategy and Body Language to Avoid 335 Credit: Investing in Your Customers 336 Collecting Money That's Overdue 343 Collection Talk Versus Collection Letters 360 Critical Issue: Avoiding Threats and Harassment 361 Handling Customer Complaints 361
12 Putting Yourself Across ... to Vendors and Suppliers 371 Self-Test Your Savvy in Communicating with Vendors and Suppliers 371 Words to Use with Vendors and Suppliers 373 Phrases to Use with Vendors and Suppliers 373 Words to Avoid with Vendors and Suppliers 373 Phrases to Avoid with Vendors and Suppliers 373 Body Language Strategy for Vendors and Suppliers 374 Body Language to Avoid with Vendors and Suppliers 374 Getting Vendors to Give You Their Best 374 Using Team Talk with Vendors 375 Starting Off on the Right Foot with a Vendor 375 Secrets of Negotiating Price and Terms with Vendors 377 Talking to Vendors About Credit 380 How to Get Special Treatment from a Vendor 382 Diversity Issues 384 Rejecting a Vendor's Proposal-Without Rejecting the Vendor 384 Complaining Productively to a Supplier 386 What to Say to the Vendor If You Have Payment Problems 390 Thanking a Vendor and Giving Referrals 400
13 Putting Yourself Across ... to Lenders and Investors 404 Self-Test Your Savvy in Communicating with Lenders and Investors 404 Words to Use with Lenders and Investors 406 Phrases to Use with Lenders and Investors 406 Words to Avoid with Lenders and Investors 406 Phrases to Avoid with Lenders and Investors 407 Body Language Strategy for Communicating with Lenders and Investors 407 Body Language to Avoid with Lenders and Investors 408 Secrets of Selling Your Future to Lenders and Investors 408 Presenting a Prospectus or Business Plan 415 Promoting the Ethical Investment 419 Selling the "Green" Business 420 Presenting an Annual Report: Secrets of Keeping the Idea Aloft 421 Following Up (Go Easy on the Spurs) 422 How to Put the Past into Perspective (Credit History Gaffes and Glitches) 425 When Things Go Wrong: Renegotiating Terms 429 How to Get More Money from Investors and Lenders 431 Index 433