Perfect Phrases for Managers and Supervisors, Second Edition [NOOK Book]

Overview

The Right Phrase for Every Situation . . . Every Time



Communication is the single most important skill for excelling as a manager. What you say and how you say it sets the tone for your department and ...

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Perfect Phrases for Managers and Supervisors, Second Edition

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Overview

The Right Phrase for Every Situation . . . Every Time



Communication is the single most important skill for excelling as a manager. What you say and how you say it sets the tone for your department and your entire organization.



Perfect Phrases for Managers and Supervisors, second edition, has been completely revised to help you communicate in today’s workplace, where collaboration, cooperation, and personalization are critical to building an efficient, productive work environment. Learn the most effective language for:



  • Setting a tone of mutual trust and respect


  • Dealing with difficult employees and delicate problems


  • Conducting interviews and performance reviews


  • Empowering your people


  • Disciplining workers or terminating employment


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Product Details

  • ISBN-13: 9780071744102
  • Publisher: McGraw-Hill Education
  • Publication date: 7/9/2010
  • Series: Perfect Phrases Series
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 2
  • Pages: 208
  • Sales rank: 412,000
  • File size: 2 MB

Meet the Author

Meryl Runion is president and CEO of SpeakStrong, Inc., and a Certified Speaking Professional.

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Table of Contents

Introduction: How Perfect Phrases Help You Manage More Effectively

The Challenge of the Accidental Manager

Why Perfect Phrases? The Importance of Managing Your Words

The Value of Scripting

How to Use This Book

Chapter 1. The Principles That Make PowerPhrases Perfect Phrases

The Rules of Responsible Communication

The Rules of Responsible Communication in Full

PowerPhrases: The Perfect Phrases to Use for Responsible Communication

Chapter 2. Put Your Best Foot Forward: Perfect Phrases to Establish Your New Role

Perfect Phrases to Address Former Peers Who Are Now Your Employees

Perfect Phrases to Address Friends Who Are Now Your Employees

Perfect Phrases to Address Employees Who Wanted the Promotion You Got

Perfect Phrases to Address the Acting Supervisor You Are Replacing

Perfect Phrases to Set the Tone

Perfect Phrases for Your Initial Employee Meetings

Perfect Phrases to Handle Questions You Can't Answer

Perfect Phrases to Establish Yourself with Your Boss

Perfect Phrases for Handling Employees Who Think They Are in Charge

Perfect Phrases to Introduce Hands-on Involvement

Perfect Phrases to Announce Changes Gracefully

Perfect Phrases to Handle Resistance to Change

Perfect Phrases to Support a Change You Don't Agree With

Chapter 3 Perfect Phrases to Create a Mission-, Vision-, and Values-Based Team

Perfect Phrases to Establish Mission

Perfect Phrases to Establish Vision

Perfect Phrases to Establish Values

Perfect Phrases to Make the Mission, Vision, and Values Real

Chapter 4. Perfect Phrases to Foster an Open Communication Culture

Perfect Phrases to Ensure That You Are Kept in the Loop

Perfect Phrases to Encourage Feedback

Perfect Phrases to Encourage Questions on Policies and Directives

Perfect Phrases to Get a Quiet Employee to Open Up

Perfect Phrases to Encourage Employees to Communicate Directly and Effectively with Each Other

Perfect Phrases to Encourage Employees to Admit Mistakes

Perfect Phrases to Promote Diversity

Perfect Phrases to Encourage Employees to Resolve Conflict

Perfect Phrases to Invite Feedback About Your Performance as Manager

Chapter 5. Perfect Phrases to Ace the Interview You Conduct

Perfect Phrases to Learn Facts and Personal Information

Perfect Phrases to Learn Work Styles and Preferences

Perfect Phrases to Learn Work Expectations

Perfect Phrases to Learn Work Perceptions

Perfect Situation-Specific Questions

Perfect Phrases to Learn Interpersonal Skills

Perfect Phrases to Determine Self-Directedness and Personal Motivation

Perfect Phrases to Determine Leadership Qualities

Perfect Phrases to Determine Experience

Perfect Phrases to Determine Education and Training

Perfect Phrases to Determine Career Goals

Perfect Phrases to Determine Self-Assessment

Perfect Phrases to Determine Creativity

Perfect Phrases to Determine Decisiveness

Perfect Phrases to Determine Motivation

Perfect Phrases to Determine Work Standards

Perfect Phrases to Determine Presentation Skills

Perfect Phrases to Determine Written Communication Skills

Perfect Phrases to Determine Flexibility

Perfect Phrases to Determine Stress Tolerance

Perfect Multipurpose Interview Sentence Stems

Chapter 6. Perfect Phrases for Orientation

Perfect Phrases to Greet and Welcome

Perfect Phrases to Create Safety and Reassure the New Employee

Perfect Phrases to Introduce the New Employee to the Company

Perfect Phrases to Reinforce Disciplinary Policies

Perfect Phrases to Get the New Employee Started

Perfect Phrases to Establish Feedback

Perfect Phrases to Introduce the New Employee to the Culture

Chapter 7. Perfect Phrases for Delegation

Perfect Phrases to Encourage Buy-in

Perfect Phrases to Express the Benefit of an Assignment

Perfect Phrases to Ensure Clarity in Delegation

Perfect Phrases to Ensure Understanding of an Assignment

Perfect Phrases to Elicit Input During Delegation

Perfect Phrases to Make Sure a Task Is Accepted

Perfect Phrases to Eliminate Reverse Delegation

Perfect Phrases to Refuse an Employee Request

Perfect Phrases to Credential Your Employees

Perfect Phrases to Follow up on Delegated Projects

Chapter 8. Perfect Phrases to Set and Communicate Standards and Goals

Perfect Phrases to Set Job Standards

Perfect Phrases to Gather Input to Identify Job Standards

Perfect Phrase Questions to Ask Employees Currently or Formerly in the Position to Determine Job Standards

Perfect Phrase Questions to Ask Those Who Depend on the Position to Determine Job Standards

Perfect Phrases to Ensure Agreement to Job Standards

Perfect Phrases to Reinforce Job Standards

Perfect Phrases to Negotiate Performance Goals

Perfect Phrases to Ensure Agreement to Performance Goals

Chapter 9. Perfect Phrases to Coach Employees

Perfect Phrases for Informal Interaction

Perfect Phrases to Uncover Employee Strengths

Perfect Phrases to Build Employee Strengths

Perfect Phrases for Positive Reinforcement

Perfect Phrases to Uncover and Address Issues and Obstacles

Perfect Phrases to Develop Solutions

Perfect Phrases to Address Personal Issues

Perfect Phrases to Counsel Employees Going Through a Difficult Time

Chapter 10. Perfect Phrases to Handle Employee Performance and Behavior Problems

Perfect Phrases for Real-Time Corrective Verbal Feedback

Perfect Phrases to Turn Informal Feedback into Verbal Warnings

Perfect Phrases for Written Warnings and Counseling Sessions

Perfect Phrases to Suspend an Employee

Perfect Phrases to Inform Employees About an Employee on Suspension

Perfect Phrases to Receive a Complaint

Perfect Phrases to Inform an Employee of a Complaint

Perfect Phrases to Interview Witnesses About a Complaint

Chapter 11. Perfect Phrases for Conducting Performance Reviews

Perfect Phrases to Announce a Performance Review and Advise the Employee to Prepare

Perfect Phrases to Set Expectations and Create Ease

Perfect Phrases to Review Performance

Perfect Phrases to Address Poor Performance During the Review

Perfect Phrases to Develop Goals During the Review

Perfect Phrases to Create an Improvement Plan

Chapter 12. Perfect Phrases for Termination

Perfect Phrases to Open a Meeting to Terminate Due to Performance

Perfect Phrases to Explain the Situation and Terminate Due to Performance

Perfect Phrases to Open a Meeting to Terminate Due to Cutbacks

Perfect Phrases to Explain the Situation and Terminate Due to Cutbacks

Perfect Phrases to Reaffirm the Employee and Close the Meeting

Perfect Phrases to Answer Common Termination Questions

Perfect Phrases to Tell Other Employees About a Termination

Perfect Phrases for the Exit Interview

Chapter 13. Perfect Phrases for Meetings and Announcements

Perfect Phrases to Keep the Meeting on Track

Perfect Phrases to Bring up an Issue

Perfect Phrases to Emphasize a Point

Perfect Phrases to Handle Interruptions

Perfect Phrases to Elicit Opinions

Perfect Phrases to Comment on Opinions

Perfect Phrases to Correct Information

Perfect Phrases to Focus Decisions

Chapter 14. Perfect Phrases That Empower Employees

Perfect Phrases to Express Appreciation

Perfect Phrases to Motivate

Perfect Phrases to Create Autonomy

Chapter 15. Perfect Phrases to Communicate Up the Ladder

Perfect Phrases to Stay in Sync with Your Boss

Perfect Phrases to Disagree with Your Boss

Perfect Phrases to Warn Your Boss of Developing Problems

Perfect Phrases to Refuse the Boss's Request and Focus Priorities

Perfect Phrases to Manage a Difficult Boss

Perfect Phrases for Bringing an Idea to Your Boss

Perfect Phrases to Break Bad News to the Boss

Perfect Phrases to Support Your Team When Reporting to the Boss

Perfect Phrases to Give Due Credit to Your Team

Chapter 16. Tips for Making Your Perfect Phrases PowerPhrases

Body Language

Tone of Voice

Balance of Power

The 24-Hour Rule

When Silence Is Golden
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