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AuthorMalandro, Loretta A
TitleSay it right the first time [electronic resource] / by Loretta Malandro
Imprint New York : McGraw-Hill, c2003
Connect tohttp://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=92234
Descript xii, 289 p

CONTENT

Section I. Your power and how it impacts people -- 100% accountability -- Harnessing the power of your words -- The key to the kingdom -- How to capture discretionary effort and build accountability -- Your power, your position, and its impact -- How to gain trust and create alignment -- Leadership deathtrap-the "need to be right" -- How it destroys your credibility and plummets morale -- Section II -- Your words and how they trigger action or reaction -- The black hole -- How to make your point so what you say is what they hear -- 15 irritating word habits -- How they trigger reaction and what to do about it -- The hidden side of emotions -- How to disarm anger and use conflict to your advantage -- When your words get you in trouble -- How to recover quickly and prevent a repeat performance -- Section III -- Your words and how they inspire or derail -- Talking straight responsibly -- How to be direct and handle people who are not -- Commitments with integrity -- How to replace casual promises with real ownership -- Holding people accountable -- How to demand the "best in performance" and get it -- Index to speaking accountably


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