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| Acknowledgments | |
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| Introduction | |
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| What Conversations Are Made Of | |
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| Tools of the Trade: Your Voice, Face, and Body | |
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| Greetings and Introductions | |
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| How to Say Hello | |
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| How to Introduce Yourself | |
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| How to Introduce Others | |
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| Joining a Conversation | |
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| Opening Lines and Small Talk | |
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| The Old Standbys | |
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| Small-Talk Saboteurs | |
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| The Heart of the Conversation | |
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| Follow the Four Steps in Order | |
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| Stay on Track | |
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| Listen | |
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| Speak with Care | |
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| Saying Good-bye | |
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| Ten Rules of Conversation | |
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| Tell the Truth | |
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| Don't Ramble | |
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| Don't Interrupt | |
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| Ask Questions and Listen to the Answers | |
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| Don't Take Advantage of People | |
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| Don't Dwell on Appearances | |
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| Don't Touch Taboo Topics | |
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| Disagree in a Civilized Fashion | |
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| Don't Be a Bore | |
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| Don't Gossip | |
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| Rescue Conversations from Blunders | |
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| Everybody Blunders | |
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| Stop Before You Speak | |
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| Simply Apologize | |
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| How to Respond to Someone Else's Blunder | |
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| How to Respond When Someone Insults You on Purpose | |
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| Make Conversations Count | |
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| How to Say Please | |
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| How to Say Thank You | |
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| How to Say Congratulations | |
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| How to Receive a Compliment | |
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| How to Say "I Don't Like What You Did" | |
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| How to Say No | |
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| How to Say "I Commiserate" | |
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| How to Say "I Apologize" | |
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| How to Accept an Apology | |
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| Change Situations into Conversations | |
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| During a Chance Encounter | |
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| In the Elevator | |
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| On the Bus or in the Bleachers | |
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| In a Waiting Room | |
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| At a Coffee Hour or a Cocktail Hour | |
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| At a Sit-down Dinner | |
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| At a Committee Meeting | |
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| In a Receiving Line | |
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| At a Shower | |
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| In the Hospital | |
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| At a Wake or Funeral, and Afterward | |
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| Conversations with Younger and Older People | |
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| How to Talk with Children | |
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| How to Talk with Teenagers and Young Adults | |
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| How to Talk with Grown-ups | |
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| How to Talk with Your In-Laws | |
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| How to Talk with the Parents of Your Significant Other | |
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| How to Talk with Much Older People | |
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| Conversations Between Men and Women | |
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| Topics of Conversation: His, Hers, Theirs | |
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| Two Views of One Conversation | |
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| Two Sets of Tools | |
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| Romantic or Platonic? | |
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| Keep Talking | |
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| Conversations with All Kinds of People | |
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| How to Talk with People Who Speak a Different Language | |
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| When Physical Difficulties Interfere with Conversation | |
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| Conversations with All Kinds of Minds | |
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| Conversations on the Telephone, over the Internet, and on Paper | |
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| Conversations on the Telephone | |
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| Conversations Online | |
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| When a Conversation Is Better on Paper | |
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| Only Connect | |
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| Bibliography | |