How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work
- 3h 54m
- Richard S. Gallagher
- AMACOM
- 2009
A painless new approach to communication anyone can use to make the most challenging conversations productive and stress-free!
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.
About the Author
Rich Gallagher is a former customer service executive who heads a training and development firm, the Point of Contact Group, in upstate New York. He is a leading national authority on communications and customer skills, and has been dubbed "one of the founding fathers of modern customer support" by one of its leading professional societies.
Rich is the author of several previous books on communications skills and workplace culture, including What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service (AMACOM, 2008); Great Customer Connections: Simple Psychological Techniques that Guarantee Exceptional Service (AMACOM, 2006); and The Soul of an Organization (Kaplan, 2002). He also served as the subject matter expert for the American Management Association's successful Communication Boot Camp training program.
In this Book
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Introduction—A New Way of Looking at Dialogue
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Why We Stink at Difficult Conversations—And How We Can Change
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How to Have Painless Conversations—The CANDID Approach
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Compartmentalize Your Message—The Neutral Zone
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Ask Questions—From Furious to Curious
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Normalize—It's OK, Really
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Discuss the Issue—Just the Facts
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Incentivize—It's All about Them
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Disengage from the Discussion—Making a Good Last Impression
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Reframing—Making Difficult Messages Painless
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Managing the Dialogue—Response and Counter-Response
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You Don't Say—Phrases to Avoid
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How to Receive Feedback
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Case Studies—Creating Painless Discussions in Real Life
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Troubleshooting the Mechanics
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Epilogue—Summing it All up
