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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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