Say It Right the First Time

by Malandro, Loretta

• ISBN13: 9780071408615
• ISBN10: 0071408614
• Edition: 1st
• Format: Paperback
• Copyright: 2003-04-15
• Publisher: McGraw-Hill Education

Summary

Get what you want at work the first time and every time Being a business professional is all about managing, motivating, and leading, or, in other words, getting people to do what you want. And, far and away, the most important tool for accomplishing this objective is language. Written by an internationally recognized expert on business communications, this book offers managers deep insights into the power of language and how to wield it effectively in any organization. Loretta Malandro arms readers with more than 200 power words and phrases designed to help readers become better managers, leaders, and coaches. She also reveals communication secrets such as emotional triggers, victim versus ownership language, escape phrases, as well as language for "softening the edges," reframing, accountability, and recovering from communication gaffes. Malandro also provides: Invaluable insights into the emotional power of words Priceless techniques to connect with and move an audience Tips on recognizing "killer words" and overcoming the trouble they can cause An arsenal of strategies, scripts, work sheets, and self-tests for gauging current communication skills and pinpointing weaknesses

Author Biography

Loretta Malandro is president and CEO of Malandro Communication Inc.

Table of Contents

Acknowledgments
Introduction
Your Power and How It Impacts People
100% Accountability: Harnessing the Power of Your Words	p. 3
The Key to the Kingdom: How to Capture Discretionary Effort and Build Accountability	p. 31
Your Power, Your Position, and Its Impact: How to Gain Trust and Create Alignment	p. 57
Your Words and How They Trigger Action or Reaction
The Black Hole: How to Make Your Point So What You Say Is What They Hear	p. 79
15 Irritating Word Habits: How They Trigger Reaction and What to Do About It	p. 111
When Your Words Get You in Trouble: How To Recover Quickly and Prevent a Repeat Performance	p. 137
Your Words and How They Inspire or Derail
Talking Straight Responsibly: How to Be Direct and Handle People Who Are Not	p. 171
Commitments with Integrity: How to Replace Casual Promises with Real Ownership	p. 207
Holding People Accountable: How to Demand the "Best in Performance" and Get It	p. 239
Index	p. 283
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