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The research on successful relationships and marriages is clear. It's not WHAT you argue about, but what you SAY, that predicts whether your relationship will last.

Sure, your tone is important, but your words and phrases make a huge difference in whether you'll have a rocky relationship, or one that gets better and better over time as you build bridges and harmony with your words.

We don't learn about words and phrases that create peaceful relationships and those that are "fightin' words, so most of us DO use language in ways that provoke conflict, and make it hard to resolve...

These quick reads, based on McGraw-Hill bestsellers, are designed to meet the needs of busy people. Titles in the series focus on each book's main themes and action ideas, reduced to a manageable page count for on-the-go readers.

Goal-focused, commonsense techniques for stimulating greater productivity in the workplace and fostering true commitment.

The ability to craft an employee review that is meaningful and change-driven is what separates average supervisors from great managers. How often, though, have you struggled to find the most appropriate words for your needs?

This completely revised and updated second edition of Perfect Phrases for Performance Reviews provides hundreds of ready-made phrases you can use to clearly communicate any employee's performance in 74 different skill areas. Learn the most effective language for:

• Crafting an accurate, carefully...

You've heard it a million times: "The customer is always right." But let's face it--sometimes the customer is misinformed, confused, or downright difficult. The ability to handle such customers is what separates the serious professional from the average employee.

Perfect Phrases for Customer Service, second edition, provides the language you need for everyday customer service situations--and includes simple, effective techniques that can help you meet even the most demanding customer needs. Master the most effective words and...

Written for anyone dealing directly with customers in any industry from hospitality to business to business this book provides you with both the principles and words to defuse almost all difficult and...

The Right Phrase for Every Sales Situation

A powerful command of words is the number one requirement for succeeding in the field of sales. Whether you're cold-calling a prospect, presenting to a group of decision makers, or dealing with price objection, the make-or-break point of every transaction lies in saying the right thing to the right person at the right time.

The Complete Book of Perfect Phrases for High-Performing Sales Professionals is the ultimate field guide for speaking and writing your way to sales success. You'll find perfect phrases for:...

Proven strategies for maximizing employee commitment and performance

As a manager, you know that employee performance is your most important asset--but are you making smart, well-thought-out efforts to leverage it to its fullest?

Manager's Guide to Performance Management helps you get the most out of your people by focusing on performance planning (instead of appraising), creating a dialog (instead of issuing directives), and solving problems (instead of pointing blame). Learn how to:

• Work with employees to create goals that are beneficial to everyone...

Finally, an approach that does away with outmoded confrontation based appraisals, and considers employee reviews in a systems thinking context. Remove the pain and the dread, AND supercharge performance. Everyone wins, employee, manager and organization.

This kit is built for busy learners -- people who haven't the time to read long tedious books on the subject. Tightly written...