How to Tell Anyone Anything

Sometimes it's hard to keep our communication with coworkers positive. Whether it's with a boss, someone we manage, or a peer, bringing up and resolving awkward and challenging situations is never easy-and it's potentially explosive! But interactions that might otherwise become verbal tugs-of-war can easily be transformed from stressful moments of criticism to collaborative, problem-solving exchanges...just by using the right technique.

RICHARD S. GALLAGHER (Ithaca, NY) is a popular corporate trainer and public speaker

who specializes in the mechanics of workplace culture and communication. 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).

Acknowledgments	p. ix
Introduction: A New Way of Looking at Dialogue	p. xi
The Basics
Why We Stink at Difficult Conversations-And How We Can Change	p. 3
How to Have Painless Conversations: The CANDID Approach	p. 13
The CANDID Approach in Detail
Compartmentalize Your Message: The Neutral Zone	p. 31
Ask Questions: From Furious to Curious	p. 48
Normalize: It's OK, Really	p. 59
Discuss the Issue: Just the Facts	p. 68
Incentivize: It's All About Them	p. 77
Disengage from the Discussion: Making a Good Last Impression	p. 92
The Advanced Course
Reframing: Making Difficult Messages Painless	p. 101
Managing the Dialogue: Response and Counter-Response	p. 111
You Don't Say: Phrases to Avoid	p. 123
How to Receive Feedback	p. 140
Putting It into Practice
Case Studies: Creating Painless Discussions in Real Life	p. 155
Troubleshooting the Mechanics	p. 172
Epilogue: Summing It All Up	p. 189
The Painless Conversation Worksheet	p. 195
Strength-Based Psychology: The Basis of Painless Communication	p. 201
Index	p. 205
About the Author	p. 217
Table of Contents provided by Ingram. All Rights Reserved.

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How to Tell Anyone Anything

Summary

Author Biography

Table of Contents

Supplemental Materials