Explores strategies and ready-to-use models of verbal and nonverbal communication designed to be effective for today's businessperson. Paper. DLC: Business communication.

Jack Griffin, writer and communications expert, is also the author of several books including How to Say It Best (Prentice Hall). Griffin is a consultant to small businesses, entrepreneurs, cultural institutions, and publishers.

Why This Book Is for You	p. iii
Setting the Stage for Communication Success
How Good Are You at Putting Yourself Across?	p. 3
Self-Test: Gauging Your Communication Effectiveness	p. 3
What It Means to You	p. 9
Building Your Basic Verbal and Nonverbal Communication	p. 11
The 50 Words Every Businessperson Should Know and Use	p. 11
The 50 Words to Avoid--and Why	p. 15
The 12 Essentials of Nonverbal Communication	p. 17
Beware of These 25 Nonverbal Pitfalls	p. 26
How to Handle Specific Situations and People
Putting Yourself Across...to Get a Job	p. 31
Self-Test Your Interviewing Savvy	p. 31
Words to Use During Interviews	p. 33
Phrases to Use During Interviews	p. 33
Words to Avoid During Interviews	p. 34
Phrases to Avoid During Interviews	p. 34
Body-Language Strategy for Job Interviews	p. 35
Body Language to Avoid During Job Interviews	p. 40
Preparing for the Interview: Plan to Be Spontaneous	p. 43
Assembling a Strong Interview Kit	p. 44
Doing Preinterview Research	p. 45
Dressing for the Interview	p. 48
To Give the Right Answers, Get the Right Questions	p. 54
Inappropriate Questions (and How to Answer Them)	p. 61
Ten Questions You Should Ask at the Interview	p. 63
Five Steps to Getting a Job Offer	p. 66
Talking Money During the Interview	p. 68
What if You're Asked to Take a Drug Test?	p. 74
Putting Yourself Across...to Supervisors	p. 75
Self-Test Your Savvy in Communicating with Your Boss	p. 75
Words to Use with Your Boss	p. 77
Phrases to Use with Your Boss	p. 79
Words to Avoid with Your Boss	p. 83
Phrases to Avoid with Your Boss	p. 84
Body-Language Strategy for Communicating with Your Boss	p. 87
Body Language to Avoid with Your Boss	p. 88
Secrets of Communicating with Emotionally Stunted Supervisors	p. 89
Negotiating a Raise	p. 105
Negotiating a Promotion	p. 114
Promoting an Idea or Project	p. 117
Renegotiating a Deadline	p. 121
Accepting an Assignment	p. 123
Declining an Assignment	p. 125
Taking a Compliment--with Grace	p. 129
Taking Your Lumps--with Dignity	p. 131
Handling Snafu Situations	p. 134
Communicating Your Decision to Quit	p. 139
How to Respond When You're Fired	p. 142
Putting Yourself Across...to Colleagues	p. 147
Self-Test Your Savvy in Communicating with Colleagues	p. 147
Words to Use with Colleagues	p. 149
Phrases to Use with Colleagues	p. 150
Words to Avoid with Colleagues	p. 150
Phrases to Avoid with Colleagues	p. 151
Body-Language Strategy with Colleagues	p. 151
Body Language to Avoid with Colleagues	p. 151
How Everyone Can Win When Communicating with Colleagues	p. 152
Secrets of Getting Big Results from Small Talk	p. 154
Getting Information or Help from Colleagues	p. 155
Secrets of Successful Meetings	p. 156
Promoting an Idea or Project to Your Colleagues	p. 158
Handling Dissent from Your Colleagues	p. 160
Responding to the Ideas and Projects of Others	p. 162
Apologizing for Errors and Misunderstandings	p. 167
Dealing with an Irate Colleague	p. 169
Putting Yourself Across...to Subordinates	p. 173
Self-Test Your Savvy in Communicating with Subordinates	p. 173
Words to Use with Subordinates	p. 175
Phrases to Use with Subordinates	p. 176
Words to Avoid with Subordinates	p. 177
Phrases to Avoid with Subordinates	p. 177
Body-Language Strategy for Communicating with Subordinates	p. 178
Body Language to Avoid with Subordinates	p. 179
Communicating Your Management Style	p. 179
What to Say to Subordinates When You Are Wrong	p. 186
Refusing Requests Without Alienating Employees	p. 187
Responding to Complaints and Criticism from Employees	p. 196
Reprimanding Your Subordinates	p. 201
Accepting Resignations from Subordinates	p. 211
Terminating an Employee	p. 215
Putting Yourself Across...to Prospective Clients and Customers	p. 221
Self-Test Your Savvy in Communicating with Prospects	p. 221
Words to Use with Prospects	p. 222
Phrases to Use with Prospects	p. 224
Words to Avoid with Prospects	p. 227
Phrases to Avoid with Prospects	p. 227
Body-Language Strategy for Communicating with Prospects	p. 227
Body Language to Avoid with Prospects	p. 228
Four-Step Formula for Building a Customer Base	p. 229
Establishing an Effective Cold-Call Strategy	p. 233
Focusing the Prospect's Needs	p. 237
Generating Urgency in the Prospect	p. 242
Overcoming Resistance by the Prospect	p. 243
When to Walk Away from the Prospect	p. 244
Putting Yourself Across...to Current Clients and Customers	p. 245
Self-Test Your Savvy in Communicating with Customers	p. 245
Words to Use with Customers	p. 247
Phrases to Use with Customers	p. 248
Words to Avoid with Customers	p. 250
Phrases to Avoid with Customers	p. 251
Body-Language Strategy for Communicating with Customers=p251
Body Language to Avoid with Customers	p. 251
Building Customer Relationships by Providing Information	p. 252
Want to Build a Relationship? Ask a Favor of the Customer	p. 261
How to Turn Down a Request Without Turning Off a Customer	p. 268
When a Customer Asks You to "Bend" Safety Rules or Regulations	p. 277
Putting Yourself Across...When Handling Credit, Collection, and Customer Complaints	p. 279
Self-Test Your Savvy in Communicating about Credit, Collection, and Complaints	p. 279
Words to Use for Credit, Collection, and Complaints	p. 281
Phrases to Use for Credit, Collection, and Complaints	p. 282
Words to Avoid in Credit, Collection, and Complaints	p. 286
Phrases to Avoid in Credit, Collection, and Complaints	p. 287
Credit, Collection, and Handling Complaints: Body-Language Strategy and Body Language to Avoid	p. 287
Credit: Investing in Your Customers	p. 288
Collecting Money That's Overdue	p. 295
Collection Talk Versus Collection Letters	p. 312
Critical Issue: Avoiding Threats and Harassment	p. 313
Handling Customer Complaints	p. 313
Putting Yourself Across...to Vendors and Suppliers	p. 323
Self-Test Your Savvy in Communicating with Vendors and Suppliers	p. 323
Words to Use with Vendors and Suppliers	p. 324
Phrases to Use with Vendors and Suppliers	p. 325
Words to Avoid with Vendors and Suppliers	p. 325
Phrases to Avoid with Vendors and Suppliers	p. 326
Body-Language Strategy for Vendors and Suppliers	p. 326
Body Language to Avoid with Vendors and Suppliers	p. 326
Getting Vendors to Give You Their Best	p. 326
Starting Off on the Right Foot with a Vendor	p. 327
Secrets of Negotiating Price and Terms with Vendors	p. 329
Talking to Vendors about Credit	p. 331
How to Get Special Treatment from a Vendor	p. 333
Rejecting a Vendor's Proposal--Without Rejecting the Vendor	p. 334
Complaining Productively to a Supplier	p. 336
What to Say to the Vendor if You Have Payment Problems	p. 340
Thanking a Vendor and Giving Referrals	p. 350
Putting Yourself Across...to Lenders and Investors	p. 355
Self-Test Your Savvy in Communicating with Lenders and Investors	p. 355
Words to Use with Lenders and Investors	p. 357
Phrases to Use with Lenders and Investors	p. 357
Words to Avoid with Lenders and Investors	p. 358
Phrases to Avoid with Lenders and Investors	p. 358
Body-Language Strategy for Communicating with Lenders and Investors	p. 358
Body Language to Avoid with Lenders and Investors	p. 359
Secrets of Selling Your Future to Lenders and Investors	p. 360
Presenting a Prospectus or Business Plan	p. 367
Presenting an Annual Report: Secrets of Keeping the Idea Aloft	p. 370
Following Up (Go Easy on the Spurs)	p. 371
How to Put the Past in Perspective (Credit-History Gaffes and Glitches)	p. 374
When Things Go Wrong: Renegotiating Terms	p. 377
How to Get More Money from Investors and Lenders	p. 380
Index	p. 383
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