How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work

ISBN-13: 9780814410158 / Angielski / Miękka / 2009 / 240 str.

Richard Gallagher

Opis

No one likes to be criticized. But when feedback is necessary-whether it's with a boss, someone we manage, or another co-worker-it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others, How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism-and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.

Spis treści

Contents

Acknowledgments

Introduction: A New Way of Looking at Dialogue

Section I: The Basics

Chapter 1. Why We Stink at Difficult Conversations-
And How We Can Change

Chapter 2. How to Have Painless Conversations: The CANDID Approach

Section II: The CANDID Approach in Detail

Chapter 3. Compartmentalize Your Message: The Neutral Zone

Chapter 4. Ask Questions: From Furious to Curious

Chapter 5. Normalize: It's OK, Really

Chapter 6. Discuss the Issue: Just the Facts

Chapter 7. Incentivize: It's All About Them

Chapter 8. Disengage from the Discussion: Making a Good
Last Impression

Section III. The Advanced Course

Chapter 9. Reframing: Making Difficult Messages Painless

Chapter 10. Managing the Dialogue: Response and Counter-Response

Chapter 11. You Don't Say: Phrases to Avoid

Chapter 12. How to Receive Feedback

Section IV. Putting It into Practice

Chapter 13. Case Studies: Creating Painless Discussions in Real Life

Chapter 14. Troubleshooting the Mechanics

Epilogue: Summing It All Up 189

Appendix A: The Painless Conversation Worksheet

Appendix B: Strength-Based Psychology:
The Basis of Painless Communication

Index

About the Author

O autorze

Richard S. Gallagher is a former customer service executive who is now a popular corporate trainer and public speaker specializing in the mechanics of customer interaction. He is the author of several books including Great Customer Connections (978-0-8144-7308-5) and What to Say to a Porcupine (978-0-8144-1055-4).