Please Don't Shoot the Messenger! : How to Talk to Demanding Bosses, Clueless Colleagues, Tough Customers and Difficult Clients Without Losing Your Cool (Or Your Job)

by Goodman, Gary S.

• ISBN13: 9780809225200
• ISBN10: 0809225204
• Format: Paperback
• Copyright: 2000-05-01
• Publisher: McGraw-Hill

Summary

The business world is filled with unsettling circumstances and thorny situations that often require a person to break bad news or express uncomfortable information to people who don't want to hear it. This high-spirited yet helpful guide shows how to improve communication skills in challenging business situations, both in and out of the office and with customers and colleagues alike.

Table of Contents

Acknowledgments	viii
Mastering the Psychology of Conflict Prevention and Conflict Management	1	(26)
How This Book Will Help	3	(1)
How People Normally Approach Conflict Management	3	(1)
Isn't There a Better Way?	4	(1)
Conflict Is Normal Despite What Many People Believe	4	(1)
Out Four Predictable Responses to Conflict	5	(1)
The Greatest Conflicts You'll Manage Will Be Inside of You	6	(7)
Don't Take It Personally	13	(13)
Summary	26	(1)
A Universal Model for Communicating in the Most Challenging Business Situations	27	(24)
Mastering the Fine Art of the Apology	30	(9)
The Empathic Nonapology	39	(2)
Organizing the Content of Our Sensitive Communications Using PEP	41	(7)
What Is That ``I'm Sorry, But...'' Introduction?	48	(1)
Summary	49	(2)
Leveling the Playing Field With Your Boss	51	(26)
Masters and Servants No Longer	52	(1)
Never Fear! You Have Much More Power than You Think	53	(1)
Speak Their Language	53	(18)
The Art of Quitting	71	(4)
Summary	75	(2)
Dramatically Improving Peer Relationships at Work	77	(16)
Your Rights in the Workplace	79	(1)
Asserting Your Rights	80	(12)
Summary	92	(1)
Communicating With Those Who Report to You, and Improving Relations With Those Who Don't	93	(16)
How to Conduct a Critique Session with an Employee	95	(4)
Implementing Incremental Discipline	99	(3)
Giving a Demotion	102	(1)
The Termination Interview	103	(2)
Getting More Productivity from Employees Without Paying More	105	(2)
Getting Fellow Managers to Support Your Initiatives	107	(1)
Summary	108	(1)
Troubleshooting the Twenty-One Toughest Customer Service and Client Communication Situations	109	(42)
Is There a Difference Between a Customer and a Client?	111	(1)
``Your Shipment Will be Late.''	112	(4)
``We're Out of Stock.''	116	(1)
``We've Had a Price Increase.''	117	(5)
``You Must Pay a Restocking Fee.''	122	(3)
``I Can't Help You Right Now!''	125	(1)
``You're in Breach of Contract.''	126	(2)
``You're Lying!''	128	(2)
`We're Substituting Automation for Human Help.''	130	(2)
``Don't Yell or Use Four-Letter Words with Me!''	132	(2)
``You're Fired, Mr. Customer!''	134	(1)
``Your Payment Is Late.''	135	(2)
``You Can't Get Credit with Us.''	137	(1)
``We Blew It, but We Want Your Business, Anyway.''	138	(1)
``You Can't Speak to My Supervisor.''	139	(2)
``You'll Have to Speak to My Supervisor.''	141	(1)
``I Can't Give You a Refund.''	142	(2)
``Let's Not Do Lunch.''	144	(1)
``Stop Flirting with Me!''	145	(1)
``Dear Customer---You're Demoted.''	146	(1)
``We're Canceling an Event You Wanted to Attend.''	147	(1)
``Our Company Has Been Sold.''	148	(1)
Summary	149	(2)
Communicating With Vendors and Important ``Outsiders''	151	(10)
How to Master Vendor Psychology	152	(1)
The Etiquette of Dealing with Vendors	153	(1)
How to Negotiate Returns, Replacements, Discounts, and Arrange Other Accommodations	154	(2)
How to Do Crisis Management with the Press	156	(2)
Handling Skittish Investors	158	(1)
Summary	159	(2)
How to Prevent Communication Mishaps and Miscues	161	(15)
A Pound of Prevention Is Much Better than an Ounce	163	(1)
Your Prevention Checklist	163	(7)
Commit Yourself and Your Company to Achieving Telephone Effectiveness	170	(4)
Summary	174	(2)
Afterword	176	(1)
Index	177