Description
Nationally recognized communication consultant Jack Griffin reveals exactly what to say and do to dazzle your boss, inspire employees, and work more effectively with colleagues and customers. How To Say It at Work is the only course 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! Discover: 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 able 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 sabtage your verbal message in seconds
• Real-world strategies for negotiating the salary you deserve
• Savvy scripts for dealing with a nightmare boss: the tyrant, the built monger, the blamer, the dreamer, and volcano
• Self-assessment quizzes and checklists to help you along

The one complete source for more effective workplace communication, How To Say It at Work packs the information punch it takes six other books to deliver. Don't leave home-for work-without it.

Level: Basic
ISBN: 0735200122
ISBN-13: 9780735200128
Format: Paperback, 416pp
Publisher: Prentice Hall Press


Contents
Why This Book Is for You
Part I. Setting the Stage for Communication Success
Chapter 1. How Good Are You at Putting Yourself Across? Self-Test: Gauging Your Communication Effectiveness What It Means to You

Chapter 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 Part II. How to Handle Specific Situations and People

Chapter 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 eh Interview What if you're Asked to Take a Drug Test?

Chapter 4. Putting Yourself Across…to Supervisors Self-Test Your Savvy in Comunicating 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-Labguage Strategy for Comuniating with Your Boss Body Language to Avodi wtihYour Boss Secrets of Communicating with Emotinally Stunted Supervisors Negotiating a Raise Negotiating a Promotion 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

Chapter 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

Chapter 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

Chapter 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

Chapter 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 Customers 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

Chapter 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 for Credit, Collection and Complaints Phrases to Avoid for 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

Chapter 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

Chapter 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 Index

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

Dietetic professionals
CPE Level: 2
Suggested Commission on Dietetic Registration Learning Need Codes: It is the sole responsibility of the dietetic professional to determine the learning need code met by a course. numedix.com provides the following "suggested" codes, but the professional can deviate from them if they feel another need is met.
1000 Professional skills
1070 Leadership, critical and strategic thinking
1130 Verbal communication skills, presentations
1140 Written communication skills, publishing
7020 Conflict management