Schlachter Critical Conversations For Dummies

1. Auflage 2013
ISBN: 978-1-118-50247-1
Verlag: John Wiley & Sons
Format: EPUB
Kopierschutz: 0 - No protection

E-Book, Englisch, 336 Seiten, E-Book

The easy way to communicate best when it matters most
Most people are aware of the importance of handling critical conversations well. However, when it comes down to actually being in a difficult situation that calls for key communication skills, many do not know how to practically apply their own thoughts.
Critical Conversations For Dummies is a step-by-step reference for the variety of crucial conversations life presents in the workforce. It's packed with strategies for preparing for high-stakes situations; being persuasive (not abrasive); knowing the value of assertive communication; resolving failed promises and missed deadlines; maintaining morale when firing staff; getting new employees off on the right foot; managing staff relations and strengthening team relationships; understanding audience needs and motivations to get positive results; altering confrontational language to cooperative language during difficult conversations; and building relationships in the face of conflict.
* Improve communication skills in crucial conversations
* Avoid common pitfalls and emotional tendencies
* Discover the benefits of success in crucial conversations
This book is especially relevant to the hundreds of thousands of leaders who are tasked with multiple duties, whether addressing complex problems from stakeholders or achieving exceptional results from staff.

Autoren/Hrsg.

Schlachter, Christina Tangora

Inhaltsverzeichnis

Introduction 1
Part I: The Anatomy of a Critical Conversation 7
Chapter 1: Let's Get Critical! Making Conversations Count9
Chapter 2: The Ins and Outs of a CriticalConversation 23
Chapter 3: Critical Conversations: Key Elements to Get YouStarted 43
Chapter 4: Delivering the Message with Impact 57
Chapter 5: Knowing When It's Time to Have a CriticalConversation 69
Part II: Making Sense of How You Communicate 83
Chapter 6: Building Effective Verbal CommunicationTechniques 85
Chapter 7: Grasping Nonverbal Cues 99
Chapter 8: Working with Different CommunicationStyles 113
Part III: Getting Down to Specifics: Creating a CriticalConversation 127
Chapter 9: Here's the Warm-Up: Getting YourselfReady 129
Chapter 10: Keeping Challenging SituationsProductive 143
Chapter 11: Closing the Conversation with Ease 159
Part IV: Putting It All into Practice 169
Chapter 12: Conversations in Good Times 171
Chapter 13: Conversations in Bad Times 185
Chapter 14: Dealing with Staff Disputes 199
Chapter 15: Identifying and Working through Workplace Complaints215
Chapter 16: Resolving Difficult Behaviors with CriticalConversations 231
Chapter 17: Customer Conversations 249
Chapter 18: Hot Topics in Team Conversations 263
Part V: The Part of Tens 273
Chapter 19: Ten Benefits of Leading a CriticalConversation 275
Chapter 20: Ten Ways to Keep Your Cool No One ElseIs 283
Chapter 21: Ten Ways to Manage a Conversation That's GoingSouth 291
Index 299

Über Autor(innen)

Christina Tangora Schlachter, PhD, is a Certified Professional Coach. She has created and taught courses on communication skills, crucial conversations for new managers, communication for professionals, and dealing with difficult conversations. She is the coauthor of Leading Business Change For Dummies and is the Chief Leader of She Leads.