78. A Respectful “No”Helps Business Go

Chapters in this book

1. Frontmatter i
2. CONTENTS ix
3. Acknowledgments xv
4. Introduction 1
5. Communication 101
6. 1. Message Sent Does Not Equal Message Received 9
7. 2. Connecting Means Taking Risks 11
8. 3. Body Language Speaks Volumes 12
9. 4. Mushy Messages Don’t Cut It 14
10. 5. Lose the Jargon No One Understands 16
11. 6. When Less Is More 17
12. 7. Communication: A Matter of Life and Death 19
13. 8. The Q & A 21
14. 9. The Power of Questions 22
15. 10. The “Funnel”Approach 24
16. 11. George Bush—the Father—Learns New Tricks 26
17. 12. Andrew Cuomo Is No Mario When Communicating 27
18. 13. Communication Resolutions for a New Year 29
19. The Power of Passion and Connecting with Others
20. 14. Nine Tools of the Compelling Communicator 33
21. 15. Meet Sister Marianne McCann 35
22. 16. What’s Your CQ? (We’re Talking Communication Quotient) 37
23. 17. “But I Have More Slides . . . ” 38
24. 18. Planning a Conference? No Detail Is Too Small 40
25. 19. Why Are We Here? 42
26. 20. Q = A + 1 43
27. 21. What We Really Want from Our Leaders 45
28. 22. Most Great Speakers Are Made Not Born 47
29. 23. Mario Cuomo Speaks from the Heart 49
30. 24. Rudy Is a “Hit” at the Yogi Classic 50
31. 25. “Presidential” Presentation Matters a Lot 52
32. 26. Dean’s Scream Ended His Dream 55
33. 27. Why Kerry Didn’t Connect 56
34. Leadership
35. 28. “You Like Me . . . You Really Like Me!” 61
36. 29. Attitude Is Just About Everything 63
37. 30. Take the Leadership Test 64
38. 31. Great Leaders Make Great Teachers 66
39. 32. Hank Keirsey Steps Up 68
40. 33. Great Leaders Aren’t Always in the Top Spot 69
41. 34. When Delegating, Don’t Undo 71
42. 35. The Challenge of Change 73
43. 36. With Feedback, Accentuate the Positive 75
44. 37. The Seven Deadly Sins of Leadership 77
45. 38. Ginny Bauer Leads with Her Heart 78
46. 39. Rudy’s Rules of Leadership 80
47. 40. Great Facilitation Pays Big Dividends 82
48. 41. Jack Welch Leads “from the Gut” 84
49. 42. Bill Parcells a Leadership Guru? Not So Fast 86
50. Organizational Life
51. 43. Micromanaging Doesn’t Avoid Mistakes 91
52. 44. Downsizing Requires Quality Communication 93
53. 45. Change Can Be Good 95
54. 46. Swimming with the Fishes 97
55. 47. NASA: A Problem of Culture 100
56. 48. FBI and CIA: Not on the Same Page 102
57. 49. Plans for My Succession: Are You Nuts? 103
58. 50. Yankees’Manager Torre: A Great Leader on Any Field 105
59. At Work
60. 51. Job Hunters Need to Prepare 109
61. 52. Invest Early in New Employees 111
62. 53. Handling Employee Complaints 113
63. 54. Don’t Hold a Meeting If . . . 115
64. 55. Let’s Make a Deal 117
65. 56. Communication Is the Key to Great Teamwork 119
66. 57. Workplace Debating 101 120
67. 58. The Dangers of Multitasking 122
68. 59. Those Constant Interruptions 124
69. 60. Speak Slowly, Clearly When Leaving a Message 125
70. 61. Using PowerPoint? Better Have a Plan B 127
71. 62. PowerPoint Is Great If . . . 129
72. 63. Tips for Company Parties 131
73. Motivation
74. 64. “You Have Two Weeks: Tick-Tock” 137
75. 65. A Pat on the Back Pays Big Dividends 139
76. 66. “You Need It When?” 141
77. 67. A Resistant Audience Presents a Big Opportunity 142
78. The Customer Is Always Right
79. 68. The Customer Is Always Right 147
80. 69. Customer Service Should Never Be Subpar 149
81. 70. “Guerrilla Marketing”Makes Sense 150
82. 71. Jack Mitchell “Hugs”His Customers 152
83. Communicating with Strength in Tough Situations
84. 72. Confrontational and Contentious Are Not the Same Thing 157
85. 73. Going Beyond Honesty to Empathy 159
86. 74. “The Chandelier Is Perfect—for the Waldorf!” 161
87. 75. “You’re Such a Jerk” and Other Insults 163
88. 76. The Real “No Spin” Zone 164
89. 77. The Feds Are Not on the Same Page with the Anthrax Scare 166
90. 78. A Respectful “No”Helps Business Go 168
91. 79. How to Deal with Workplace Bullies 170
92. 80. Sweating It Out at Fox 171
93. 81. Don’t Play Word Games When Apologizing 173
94. 82. Bush’s Blind Spot 175
95. 83. Lessons from the McGreevey Resignation Crisis 177
96. 84. Martha Whips Up Real Thin Image Spin 180
97. 85. Communication Crisis for the Catholic Church 182
98. 86. Doctor, Doctor, Give Me the News 184
99. 87. What’s Up, Doc? 186
100. Relationships, Kids, and Communication
101. 88. Communicating with Our Kids 191
102. 89. Helping Our Kids Stand and Deliver 193
103. 90. Communicating with Kids about a Scary World 194
104. 91. Managing Anger Is Better Than Yelling 197
105. 92. Are You a Sniping Spouse? 198
106. 93. Woman Execs More Empathetic? Think Again 200
107. 94. Even Casual Flirting Implies a Sexual Agenda 202
108. 95. Gender Communication Is Not So Clear Cut 204
109. 96. Crying Has No Place in Baseball or Business 206
110. 97. “Get Over Yourself, Steve,” 207
111. Mailbag
112. 98. Knowledge Is Important but Passion Is the Key 213
113. 99. Reading from the Script 215
114. 100. Cue Cards,Motivation, and Presidential Blunders 216
115. 101. Communicating with the Media Takes Discipline 218
116. 102. Management Tips for the Younger Boss 219
117. 103. Readers Respond to Parcells, Torre, and Boss Steinbrenner 221
118. 104. Playing at Work 223
119. 105. People Skills and Listening Tips 224
120. 106. The Bottom Line on Listening 226
121. 107. Children Offer Insight on Managing Anger 228
122. 108. Too Little Data to Judge the Leadership of Women 230
123. ABOUT THE AUTHOR 233