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How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

by: Griffin, Jack

How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

by: Griffin, Jack

ISBN 13:
9780735204300
ISBN 10:
0735204306
Edition: 2nd
Format: Paperback
Copyright: 10/07/2008
Publisher: Prentice Hall Press

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Summary

This revised edition includes new advice on the latest developments in the workplace since the book's initial publication ten years ago.Along with a new chapter on digital communication, each original chapter includes a discussion of topics such as diversity issues, team building, green business and more. In addition, the revision includes a new chapter on the art of the effective argument, with a step-by-step emphasis on building a persuasive case and acquiring the skills necessary for disagreeing without being disagreeable.

Why This Book Is for You	p. xiii
Setting the Stage for Communication Success
How Good Are You at Putting Yourself Across?	p. 3
Self-Test Your Communication Effectiveness	p. 3
What It Means to You	p. 12
Building Your Basic Verbal and Nonverbal Vocabulary	p. 13
The 50 Words Every Businessperson Needs-And Why	p. 14
The 50 Words to Avoid-And Why	p. 17
Nonverbal Vocabulary: The Essentials	p. 19
Beware of These 25 Nonverbal Pitfalls	p. 28
On the Receiving End	p. 30
Disagreeing Without Being Disagreeable	p. 34
The Three Purposes of a Good Argument	p. 34
Catching Your Rabbit	p. 35
Target Problems, Not People	p. 36
An Inventory of Arguments	p. 37
Putting Together an Argument: The Three Modes of Persuasion	p. 45
Fitting It All Together	p. 46
Bottom Line	p. 53
Communicating at the Speed of Light	p. 54
Cleaning House	p. 54
Digital Bloopers	p. 60
Email Etiquette	p. 61
Security Concerns	p. 66
The Fading Fax	p. 68
Up the Ante	p. 71
How to Handle Specific Situations and People
Putting Yourself Across ... to Get a Job	p. 75
Self-Test Your Savvy in Interviewing	p. 75
Words to Use During Interviews	p. 77
Phrases to Use During Interviews	p. 77
Words to Avoid During Interviews	p. 78
Phrases to Avoid During Interviews	p. 78
Body Language Strategy for Job Interviews	p. 78
Body Language to Avoid During Job Interviews	p. 83
Preparing for the Interview: Plan to Be Spontaneous	p. 86
Assembling a Strong Interview Kit	p. 88
Doing Preinterview Research	p. 89
Dressing for the Interview	p. 92
To Give the Right Answers, Get the Right Questions	p. 98
Inappropriate Questions (And How to Answer Them)	p. 105
Ten Questions You Should Ask at the Interview	p. 108
Five Steps to Getting a Job Offer	p. 110
Talking Money During the Interview	p. 113
What If You're Asked to Take a Drug Test?	p. 118
Putting Yourself Across ... to Supervisors	p. 120
Self-Test Your Savvy in Communicating with Your Boss	p. 120
Words to Use with Your Boss	p. 122
Phrases to Use with Your Boss	p. 124
Words to Avoid with Your Boss	p. 126
Phrases to Avoid with Your Boss	p. 126
Body Language Strategy for Communicating with Your Boss	p. 128
Body Language to Avoid with Your Boss	p. 129
Secrets of Communicating with Emotionally Stunted Supervisors	p. 129
Negotiating a Raise	p. 145
Negotiating a Promotion	p. 154
Promoting an Idea or Project	p. 157
Renegotiating a Deadline	p. 160
Accepting an Assignment	p. 162
Declining an Assignment	p. 165
Communicating in a Collaborative Environment	p. 169
Taking a Compliment-With Grace	p. 172
Taking Your Lumps-With Dignity	p. 173
Handling Snafu Situations	p. 176
Communicating Your Decision to Quit	p. 182
How to Respond When You're Fired	p. 185
Putting Yourself Across ... to Colleagues	p. 189
Self-Test Your Savvy in Communicating with Colleagues	p. 189
Words to Use with Colleagues	p. 191
Phrases to Use with Colleagues	p. 191
Words to Avoid with Colleagues	p. 192
Phrases to Avoid with Colleagues	p. 192
Body Language Strategy for Colleagues	p. 192
Body Language to Avoid with Colleagues	p. 192
How Everyone Can Win When Communicating with Colleagues	p. 193
Secrets of Getting Big Results from Small Talk	p. 195
Getting Information or Help from Colleagues	p. 197
Secrets of Successful Meetings	p. 198
Team-Building Communications	p. 199
Promoting an Idea or Project to Your Colleagues	p. 202
Handling Dissent from Your Colleagues	p. 204
Responding to the Ideas and Projects of Others	p. 206
Apologizing for Errors and Misunderstandings	p. 211
Dealing with an Irate Colleague	p. 213
Putting Yourself Across ... to Subordinates	p. 216
Self-Test Your Savvy in Communicating with Subordinates	p. 216
Words to Use with Subordinates	p. 218
Phrases to Use with Subordinates	p. 219
Words to Avoid with Subordinates	p. 219
Phrases to Avoid with Subordinates	p. 219
Body Language Strategy for Communicating with Subordinates	p. 220
Body Language to Avoid with Subordinates	p. 221
Communicating Your Management Style	p. 221
What to Say to Subordinates When You Are Wrong	p. 228
Diversity Issues	p. 229
Communicating to Manage Risk and Liability	p. 232
Refusing Requests Without Alienating Employees	p. 234
Responding to Complaints and Criticism from Employees	p. 242
Reprimanding Your Subordinates	p. 248
Accepting Resignations from Subordinates	p. 258
Terminating an Employee	p. 262
Putting Yourself Across ... to Prospective Clients and Customers	p. 268
Self-Test Your Savvy in Communicating with Prospects	p. 268
Words to Use with Prospects	p. 269
Phrases to Use with Prospects	p. 271
Words to Avoid with Prospects	p. 272
Phrases to Avoid with Prospects	p. 272
Body Language Strategy for Communicating with Prospects	p. 273
Body Language to Avoid with Prospects	p. 274
Four-Step Formula for Building a Customer Base	p. 275
Don't Make the Sale, Create a Customer!	p. 278
Establishing an Effective Cold-Call Strategy	p. 279
Focusing the Prospect's Needs	p. 283
Upselling Dialogues	p. 288
Promoting Ethics	p. 289
Selling Green	p. 290
Generating Urgency in the Prospect	p. 291
Overcoming the Prospect's Resistance	p. 292
When to Walk Away from the Prospect	p. 293
Putting Yourself Across ... to Current Clients and Customers	p. 295
Self-Test Your Savvy in Communicating with Customers	p. 295
Words to Use with Customers	p. 297
Phrases to Use with Customers	p. 298
Words to Avoid with Customers	p. 299
Phrases to Avoid with Customers	p. 299
Body Language Strategy for Communicating with Customers	p. 300
Body Language to Avoid with Customers	p. 300
Building Customer Relationships by Providing Information	p. 300
Informing Customers About Price Increases	p. 307
Want to Build a Relationship? Ask a Favor of the Customer	p. 309
How to Turn Down a Request Without Turning Off a Customer	p. 316
Team Issues	p. 325
Selling and Upselling in the Customer Service Context	p. 325
When a Customer Asks You to "Bend" Safety Rules or Regulations	p. 327
Putting Yourself Across ... When Handling Credit, Collection, and Customer Complaints	p. 329
Self-Test Your Savvy in Communicating About Credit, Collection, and Complaints	p. 329
Words to Use for Credit, Collection, and Complaints	p. 331
Phrases to Use for Credit, Collection, and Complaints	p. 332
Words to Avoid in Credit, Collection, and Complaints	p. 334
Phrases to Avoid in Credit, Collection, and Complaints	p. 334
Credit, Collection, and Handling Complaints: Body Language Strategy and Body Language to Avoid	p. 335
Credit: Investing in Your Customers	p. 336
Collecting Money That's Overdue	p. 343
Collection Talk Versus Collection Letters	p. 360
Critical Issue: Avoiding Threats and Harassment	p. 361
Handling Customer Complaints	p. 361
Putting Yourself Across ... to Vendors and Suppliers	p. 371
Self-Test Your Savvy in Communicating with Vendors and Suppliers	p. 371
Words to Use with Vendors and Suppliers	p. 373
Phrases to Use with Vendors and Suppliers	p. 373
Words to Avoid with Vendors and Suppliers	p. 373
Phrases to Avoid with Vendors and Suppliers	p. 373
Body Language Strategy for Vendors and Suppliers	p. 374
Body Language to Avoid with Vendors and Suppliers	p. 374
Getting Vendors to Give You Their Best	p. 374
Using Team Talk with Vendors	p. 375
Starting Off on the Right Foot with a Vendor	p. 375
Secrets of Negotiating Price and Terms with Vendors	p. 377
Talking to Vendors About Credit	p. 380
How to Get Special Treatment from a Vendor	p. 382
Diversity Issues	p. 384
Rejecting a Vendor's Proposal-Without Rejecting the Vendor	p. 384
Complaining Productively to a Supplier	p. 386
What to Say to the Vendor If You Have Payment Problems	p. 390
Thanking a Vendor and Giving Referrals	p. 400
Putting Yourself Across ... to Lenders and Investors	p. 404
Self-Test Your Savvy in Communicating with Lenders and Investors	p. 404
Words to Use with Lenders and Investors	p. 406
Phrases to Use with Lenders and Investors	p. 406
Words to Avoid with Lenders and Investors	p. 406
Phrases to Avoid with Lenders and Investors	p. 407
Body Language Strategy for Communicating with Lenders and Investors	p. 407
Body Language to Avoid with Lenders and Investors	p. 408
Secrets of Selling Your Future to Lenders and Investors	p. 408
Presenting a Prospectus or Business Plan	p. 415
Promoting the Ethical Investment	p. 419
Selling the "Green" Business	p. 420
Presenting an Annual Report: Secrets of Keeping the Idea Aloft	p. 421
Following Up (Go Easy on the Spurs)	p. 422
How to Put the Past into Perspective (Credit History Gaffes and Glitches)	p. 425
When Things Go Wrong: Renegotiating Terms	p. 429
How to Get More Money from Investors and Lenders	p. 431
Index	p. 433
Table of Contents provided by Ingram. All Rights Reserved.

Amazon no longer offers textbook rentals. We do!

How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

9780735204300

0735204306

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

Amazon no longer offers textbook rentals. We do!

How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

How to Say It at Work, Second Edition Power Words, Phrases, and Communication Secrets for GettingAhead

9780735204300

0735204306

Summary

Author Biography

Table of Contents

Supplemental Materials

Write a Review

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