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How to say it at work : putting yourself across with power words, phrases, body language, and communication secrets

Author: Jack Griffin
Publisher: Paramus, NJ : Prentice Hall, ©1998.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
HOW TO SAY IT AT WORK is the only book you'll need to avoid the common verbal and nonverbal pitfalls that can derail an otherwise promising career. Learn to overcome hostility, unfairness, and indifference--yours and others!
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Additional Physical Format: Online version:
Griffin, Jack.
How to say it at work.
Paramus, NJ : Prentice Hall, ©1998
(OCoLC)690778642
Document Type: Book
All Authors / Contributors: Jack Griffin
ISBN: 0132425467 9780132425469 0735200122 9780735200128
OCLC Number: 38311452
Notes: Includes index.
Description: xii, 394 pages ; 24 cm
Contents: (Featured contents from back cover:) --
50 common words to avoid using and 50 power words to use as often as possible --
Surprising facts- such as how sitting next to the person at the head of the table puts you in the weakest position (and where to sit instead) --
Secret techniques to command authority if your physical stature doesn't do it for you --
Unconscious hand gestures that can sabotage your verbal message in seconds --
Real-world strategies for negotiating the salary you deserve --
Savvy scripts for dealing with a nightmare boss: they tyrant, the guilt monger, the blamer, the dreamer, the volcano --
Self-assessment quizzes and checklists to help you along. (Complete contents:) --
pt. 1. Setting the stage for communication success. ch. 1. How good are you at putting yourself across? : Self-test: gauging your communication effectiveness ; What it means to you --
ch. 2. Building your basic verbal and nonverbal communication : The 50 words every businessperson should know and use ; The 50 words to avoid, and why ; The 12 essentials of nonverbal communication ; Beware of these 25 nonverbal pitfalls. pt. 2. How to handle specific situations and people. ch. 3. Putting yourself across to get a job : Self-test your interviewing savvy ; Words to use during interviews ; Phrases to use during interviews ; Words to avoid during interviews ; Phrases to avoid during interviews ; Body-language strategy for job interviews ; Body language to avoid during job interviews ; Preparing for the interview: plan to be spontaneous ; Assembling a strong interview kit ; Doing preinterview research ; Dressing for the interview ; To give the right answers, get the right questions ; Inappropriate questions (and how to answer them) ; Ten questions you should ask at the interview ; Five steps to getting a job offer ; Talking money during the interview ; What if you're asked to take a drug test? --
ch. 4. Putting yourself across to supervisors : Self-test your savvy in communicating with your boss ; Words to use with your boss ; Phrases to use with your boss ; Words to avoid with your boss ; Phrases to avoid with your boss ; Body-language strategy for communicating with your boss ; Body language to avoid with your boss ; Secrets of communicating with emotionally stunted supervisors ; Negotiating a raise ; Negotiating a promotion ; Promoting an idea or project ; Renegotiating a deadline ; Accepting an assignment ; Declining an assignment ; Taking a compliment, with grace ; Taking your lumps, with dignity ; Handling snafu situations ; Communicating your decision to quit ; How to respond when you're fired --
ch. 5. Putting yourself across to colleagues : Self-test your savvy in communicating with colleagues ; Words to use with colleagues ; Phrases to use with colleagues ; Words to avoid with colleagues ; Phrases to avoid with colleagues ; Body-language strategy with colleagues ; Body language to avoid with colleagues ; How everyone can win when communicating with colleagues ; Secrets of getting big results from small talk ; Getting information or help from colleagues ; Secrets of successful meetings ; Promoting an idea or project to your colleagues ; Handling dissent from your colleagues ; Responding to the ideas and projects of others ; Apologizing for errors and misunderstandings ; Dealing with an irate colleague --
ch. 6. Putting yourself across to subordinates : Self-test your savvy in communicating with subordinates ; Words to use with subordinates ; Phrases to use with subordinates ; Words to avoid with subordinates ; Phrases to avoid with subordinates ; Body-language strategy for communicating with subordinates ; Body language to avoid with subordinates ; Communicating your management style ; What to say to subordinates when you are wrong ; Refusing requests without alienating employees ; Responding to complaints and criticism from employees ; Reprimanding your subordinates ; Accepting resignations from subordinates ; Terminating an employee --
ch. 7. Putting yourself across to prospective clients and customers : Self-test your savvy in communicating with prospects ; Words to use with prospects ; Phrases to use with prospects ; Words to avoid with prospects ; Phrases to avoid with prospects ; Body-language strategy for communicating with prospects ; Body language to avoid with prospects ; Four-step formula for building a customer base ; Establishing an effective cold-call strategy ; Focusing the prospect's needs ; Generating urgency in the prospect ; Overcoming resistance by the prospect ; When to walk away from the prospect --
ch. 8. Putting yourself across to current clients and customers : Self-test your savvy in communicating with customers ; Words to use with customers ; Phrases to use with customers ; Words to avoid with customers ; Phrases to avoid with customers ; Body-language strategy for communicating with customers ; Body language to avoid with customers ; Building customer relationships by providing information ; Want to build a relationship? Ask a favor of the customer ; How to turn down a request without turning off a customer ; When a customer asks you to "bend" safety rules or regulations --
ch. 9. Putting yourself across when handling credit, collection, and customer complaints : Self-test your savvy in communicating about credit, collection, and complaints ; Words to use for credit, collection, and complaints ; Phrases to use for credit, collection, and complaints ; Words to avoid in credit, collection, and complaints ; Phrases to avoid in credit, collection, and complaints ; Credit, collection, and handling complaints: body-language strategy and body language to avoid ; Credit: investing in your customers ; Collecting money that's overdue ; Collection talk versus collection letters ; Critical issue: avoiding threats and harassment ; Handling customer complaints --
ch. 10. Putting yourself across to vendors and suppliers : Self-test your savvy in communicating with vendors and suppliers ; Words to use with vendors and suppliers ; Phrases to use with vendors and suppliers ; Words to avoid with vendors and suppliers ; Phrases to avoid with vendors and suppliers ; Body-language strategy for vendors and suppliers ; Body language to avoid with vendors and suppliers ; Getting vendors to give you their best ; Starting off on the right foot with a vendor ; Secrets of negotiating price and terms with vendors ; Talking to vendors about credit ; How to get special treatment from a vendor ; Rejecting a vendor's proposal, without rejecting the vendor ; Complaining productively to a supplier ; What to say to the vendor if you have payment problems ; Thanking a vendor and giving referrals --
ch. 11. Putting yourself across to lenders and investors : Self-test your savvy in communicating with lenders and investors ; Words to use with lenders and investors ; Phrases to use with lenders and investors ; Words to avoid with lenders and investors ; Phrases to avoid with lenders and investors ; Body-language strategy for communicating with lenders and investors ; Body language to avoid with lenders and investors ; Secrets of selling your future to lenders and investors ; Presenting a prospectus or business plan ; Presenting an annual report: secrets of keeping the idea aloft ; Following up (go easy on the spurs) ; How to put the past in perspective (credit-history gaffes and glitches) ; When things go wrong: renegotiating terms ; How to get more money from investors and lenders.
Responsibility: Jack Griffin.

Abstract:

A practical primer on the basic building blocks od persuasive verbal and non-verbal communication. It contains the vocabulary and behavior tailored to every major work situation, from negotiating a  Read more...

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    schema:description "pt. 2. How to handle specific situations and people. ch. 3. Putting yourself across to get a job : Self-test your interviewing savvy ; Words to use during interviews ; Phrases to use during interviews ; Words to avoid during interviews ; Phrases to avoid during interviews ; Body-language strategy for job interviews ; Body language to avoid during job interviews ; Preparing for the interview: plan to be spontaneous ; Assembling a strong interview kit ; Doing preinterview research ; Dressing for the interview ; To give the right answers, get the right questions ; Inappropriate questions (and how to answer them) ; Ten questions you should ask at the interview ; Five steps to getting a job offer ; Talking money during the interview ; What if you're asked to take a drug test? -- ch. 4. 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Putting yourself across to prospective clients and customers : Self-test your savvy in communicating with prospects ; Words to use with prospects ; Phrases to use with prospects ; Words to avoid with prospects ; Phrases to avoid with prospects ; Body-language strategy for communicating with prospects ; Body language to avoid with prospects ; Four-step formula for building a customer base ; Establishing an effective cold-call strategy ; Focusing the prospect's needs ; Generating urgency in the prospect ; Overcoming resistance by the prospect ; When to walk away from the prospect -- ch. 8. 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Putting yourself across when handling credit, collection, and customer complaints : Self-test your savvy in communicating about credit, collection, and complaints ; Words to use for credit, collection, and complaints ; Phrases to use for credit, collection, and complaints ; Words to avoid in credit, collection, and complaints ; Phrases to avoid in credit, collection, and complaints ; Credit, collection, and handling complaints: body-language strategy and body language to avoid ; Credit: investing in your customers ; Collecting money that's overdue ; Collection talk versus collection letters ; Critical issue: avoiding threats and harassment ; Handling customer complaints -- ch. 10. Putting yourself across to vendors and suppliers : Self-test your savvy in communicating with vendors and suppliers ; Words to use with vendors and suppliers ; Phrases to use with vendors and suppliers ; Words to avoid with vendors and suppliers ; Phrases to avoid with vendors and suppliers ; Body-language strategy for vendors and suppliers ; Body language to avoid with vendors and suppliers ; Getting vendors to give you their best ; Starting off on the right foot with a vendor ; Secrets of negotiating price and terms with vendors ; Talking to vendors about credit ; How to get special treatment from a vendor ; Rejecting a vendor's proposal, without rejecting the vendor ; Complaining productively to a supplier ; What to say to the vendor if you have payment problems ; Thanking a vendor and giving referrals -- ch. 11. 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