No one likes to be criticized. But when feedback is necessary-whether it's with a boss, someone we manage, or another co-worker-it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others, How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism-and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.
Richard S. Gallagher is a former customer service executive who is now a popular corporate trainer and public speaker specializing in the mechanics of customer interaction. He is the author of several books including Great Customer Connections (978-0-8144-7308-5) and What to Say to a Porcupine (978-0-8144-1055-4).
Show moreNo one likes to be criticized. But when feedback is necessary-whether it's with a boss, someone we manage, or another co-worker-it takes great communication skills to successfully get the message across with feelings and relationships intact. Drawing from the latest in psychology on how best to connect with others, How to Tell Anyone Anything steers readers away from the common mistake of focusing on what's wrong, and shows them instead how to provide clear, constructive, positive messages that create real behavior and performance change. Complete with illuminating examples and a unique step-by-step process, the book gives readers powerful insight into how we all react naturally to criticism-and how to transform interactions that might become verbal tugs-of-war into collaborative, problem-solving sessions.
Richard S. Gallagher is a former customer service executive who is now a popular corporate trainer and public speaker specializing in the mechanics of customer interaction. He is the author of several books including Great Customer Connections (978-0-8144-7308-5) and What to Say to a Porcupine (978-0-8144-1055-4).
Show moreContents Acknowledgments Introduction: A New Way of Looking at Dialogue Section I: The Basics Chapter 1. Why We Stink at Difficult Conversations- And How We Can Change Chapter 2. How to Have Painless Conversations: The CANDID Approach Section II: The CANDID Approach in Detail Chapter 3. Compartmentalize Your Message: The Neutral Zone Chapter 4. Ask Questions: From Furious to Curious Chapter 5. Normalize: It's OK, Really Chapter 6. Discuss the Issue: Just the Facts Chapter 7. Incentivize: It's All About Them Chapter 8. Disengage from the Discussion: Making a Good Last Impression Section III. The Advanced Course Chapter 9. Reframing: Making Difficult Messages Painless Chapter 10. Managing the Dialogue: Response and Counter-Response Chapter 11. You Don't Say: Phrases to Avoid Chapter 12. How to Receive Feedback Section IV. Putting It into Practice Chapter 13. Case Studies: Creating Painless Discussions in Real Life Chapter 14. Troubleshooting the Mechanics Epilogue: Summing It All Up 189 Appendix A: The Painless Conversation Worksheet Appendix B: Strength-Based Psychology: The Basis of Painless Communication Index About the Author
RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.
"Managers would benefits most from 'How to Tell Anyone Anything, ' but anyone with someting difficult to convey to a coworker could glean useful information from Gallagher's book." --Houston Business Journal
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