| |
| |
| Introduction: How Perfect Phrases Help You Manage More Effectively | |
| |
| |
| The Challenge of the Accidental Manager | |
| |
| |
| Why Perfect Phrases? The Importance of Managing Your Words | |
| |
| |
| The Value of Scripting | |
| |
| |
| How to Use This Book | |
| |
| |
| |
| The Principles That Make PowerPhrases Perfect Phrases | |
| |
| |
| The Rules of Responsible Communication | |
| |
| |
| The Rules of Responsible Communication in Full | |
| |
| |
| PowerPhrases: The Perfect Phrases to Use for Responsible Communication | |
| |
| |
| |
| Put Your Best Foot Forward: Perfect Phrases to Establish Your New Role | |
| |
| |
| Perfect Phrases to Address Former Peers Who Are Now Your Employees | |
| |
| |
| Perfect Phrases to Address Friends Who Are Now Your Employees | |
| |
| |
| Perfect Phrases to Address Employees Who Wanted the Promotion You Got | |
| |
| |
| Perfect Phrases to Address the Acting Supervisor You Are Replacing | |
| |
| |
| Perfect Phrases to Set the Tone | |
| |
| |
| Perfect Phrases for Your Initial Employee Meetings | |
| |
| |
| Perfect Phrases to Handle Questions You Can't Answer | |
| |
| |
| Perfect Phrases to Establish Yourself with Your Boss | |
| |
| |
| Perfect Phrases for Handling Employees Who Think They Are in Charge | |
| |
| |
| Perfect Phrases to Introduce Hands-on Involvement | |
| |
| |
| Perfect Phrases to Announce Changes Gracefully | |
| |
| |
| Perfect Phrases to Handle Resistance to Change | |
| |
| |
| Perfect Phrases to Support a Change You Don't Agree With | |
| |
| |
| |
| Perfect Phrases to Create a Mission-, Vision-, and Values-Based Team | |
| |
| |
| Perfect Phrases to Establish Mission | |
| |
| |
| Perfect Phrases to Establish Vision | |
| |
| |
| Perfect Phrases to Establish Values | |
| |
| |
| Perfect Phrases to Make the Mission, Vision, and Values Real | |
| |
| |
| |
| Perfect Phrases to Foster an Open Communication Culture | |
| |
| |
| Perfect Phrases to Ensure That You Are Kept in the Loop | |
| |
| |
| Perfect Phrases to Encourage Feedback | |
| |
| |
| Perfect Phrases to Encourage Questions on Policies and Directives | |
| |
| |
| Perfect Phrases to Get a Quiet Employee to Open Up | |
| |
| |
| Perfect Phrases to Encourage Employees to Communicate Directly and Effectively with Each Other | |
| |
| |
| Perfect Phrases to Encourage Employees to Admit Mistakes | |
| |
| |
| Perfect Phrases to Promote Diversity | |
| |
| |
| Perfect Phrases to Encourage Employees to Resolve Conflict | |
| |
| |
| Perfect Phrases to Invite Feedback About Your Performance as Manager | |
| |
| |
| |
| Perfect Phrases to Ace the Interview You Conduct | |
| |
| |
| Perfect Phrases to Learn Facts and Personal Information | |
| |
| |
| Perfect Phrases to Learn Work Styles and Preferences | |
| |
| |
| Perfect Phrases to Learn Work Expectations | |
| |
| |
| Perfect Phrases to Learn Work Perceptions | |
| |
| |
| Perfect Situation-Specific Questions | |
| |
| |
| Perfect Phrases to Learn Interpersonal Skills | |
| |
| |
| Perfect Phrases to Determine Self-Directedness and Personal Motivation | |
| |
| |
| Perfect Phrases to Determine Leadership Qualities | |
| |
| |
| Perfect Phrases to Determine Experience | |
| |
| |
| Perfect Phrases to Determine Education and Training | |
| |
| |
| Perfect Phrases to Determine Career Goals | |
| |
| |
| Perfect Phrases to Determine Self-Assessment | |
| |
| |
| Perfect Phrases to Determine Creativity | |
| |
| |
| Perfect Phrases to Determine Decisiveness | |
| |
| |
| Perfect Phrases to Determine Motivation | |
| |
| |
| Perfect Phrases to Determine Work Standards | |
| |
| |
| Perfect Phrases to Determine Presentation Skills | |
| |
| |
| Perfect Phrases to Determine Written Communication Skills | |
| |
| |
| Perfect Phrases to Determine Flexibility | |
| |
| |
| Perfect Phrases to Determine Stress Tolerance | |
| |
| |
| Perfect Multipurpose Interview Sentence Stems | |
| |
| |
| |
| Perfect Phrases for Orientation | |
| |
| |
| Perfect Phrases to Greet and Welcome | |
| |
| |
| Perfect Phrases to Create Safety and Reassure the New Employee | |
| |
| |
| Perfect Phrases to Introduce the New Employee to the Company | |
| |
| |
| Perfect Phrases to Reinforce Disciplinary Policies | |
| |
| |
| Perfect Phrases to Get the New Employee Started | |
| |
| |
| Perfect Phrases to Establish Feedback | |
| |
| |
| Perfect Phrases to Introduce the New Employee to the Culture | |
| |
| |
| |
| Perfect Phrases for Delegation | |
| |
| |
| Perfect Phrases to Encourage Buy-in | |
| |
| |
| Perfect Phrases to Express the Benefit of an Assignment | |
| |
| |
| Perfect Phrases to Ensure Clarity in Delegation | |
| |
| |
| Perfect Phrases to Ensure Understanding of an Assignment | |
| |
| |
| Perfect Phrases to Elicit Input During Delegation | |
| |
| |
| Perfect Phrases to Make Sure a Task Is Accepted | |
| |
| |
| Perfect Phrases to Eliminate Reverse Delegation | |
| |
| |
| Perfect Phrases to Refuse an Employee Request | |
| |
| |
| Perfect Phrases to Credential Your Employees | |
| |
| |
| Perfect Phrases to Follow up on Delegated Projects | |
| |
| |
| |
| Perfect Phrases to Set and Communicate Standards and Goals | |
| |
| |
| Perfect Phrases to Set Job Standards | |
| |
| |
| Perfect Phrases to Gather Input to Identify Job Standards | |
| |
| |
| Perfect Phrase Questions to Ask Employees Currently or Formerly in the Position to Determine Job Standards | |
| |
| |
| Perfect Phrase Questions to Ask Those Who Depend on the Position to Determine Job Standards | |
| |
| |
| Perfect Phrases to Ensure Agreement to Job Standards | |
| |
| |
| Perfect Phrases to Reinforce Job Standards | |
| |
| |
| Perfect Phrases to Negotiate Performance Goals | |
| |
| |
| Perfect Phrases to Ensure Agreement to Performance Goals | |
| |
| |
| |
| Perfect Phrases to Coach Employees | |
| |
| |
| Perfect Phrases for Informal Interaction | |
| |
| |
| Perfect Phrases to Uncover Employee Strengths | |
| |
| |
| Perfect Phrases to Build Employee Strengths | |
| |
| |
| Perfect Phrases for Positive Reinforcement | |
| |
| |
| Perfect Phrases to Uncover and Address Issues and Obstacles | |
| |
| |
| Perfect Phrases to Develop Solutions | |
| |
| |
| Perfect Phrases to Address Personal Issues | |
| |
| |
| Perfect Phrases to Counsel Employees Going Through a Difficult Time | |
| |
| |
| |
| Perfect Phrases to Handle Employee Performance and Behavior Problems | |
| |
| |
| Perfect Phrases for Real-Time Corrective Verbal Feedback | |
| |
| |
| Perfect Phrases to Turn Informal Feedback into Verbal Warnings | |
| |
| |
| Perfect Phrases for Written Warnings and Counseling Sessions | |
| |
| |
| Perfect Phrases to Suspend an Employee | |
| |
| |
| Perfect Phrases to Inform Employees About an Employee on Suspension | |
| |
| |
| Perfect Phrases to Receive a Complaint | |
| |
| |
| Perfect Phrases to Inform an Employee of a Complaint | |
| |
| |
| Perfect Phrases to Interview Witnesses About a Complaint | |
| |
| |
| |
| Perfect Phrases for Conducting Performance Reviews | |
| |
| |
| Perfect Phrases to Announce a Performance Review and Advise the Employee to Prepare | |
| |
| |
| Perfect Phrases to Set Expectations and Create Ease | |
| |
| |
| Perfect Phrases to Review Performance | |
| |
| |
| Perfect Phrases to Address Poor Performance During the Review | |
| |
| |
| Perfect Phrases to Develop Goals During the Review | |
| |
| |
| Perfect Phrases to Create an Improvement Plan | |
| |
| |
| |
| Perfect Phrases for Termination | |
| |
| |
| Perfect Phrases to Open a Meeting to Terminate Due to Performance | |
| |
| |
| Perfect Phrases to Explain the Situation and Terminate Due to Performance | |
| |
| |
| Perfect Phrases to Open a Meeting to Terminate Due to Cutbacks | |
| |
| |
| Perfect Phrases to Explain the Situation and Terminate Due to Cutbacks | |
| |
| |
| Perfect Phrases to Reaffirm the Employee and Close the Meeting | |
| |
| |
| Perfect Phrases to Answer Common Termination Questions | |
| |
| |
| Perfect Phrases to Tell Other Employees About a Termination | |
| |
| |
| Perfect Phrases for the Exit Interview | |
| |
| |
| |
| Perfect Phrases for Meetings and Announcements | |
| |
| |
| Perfect Phrases to Keep the Meeting on Track | |
| |
| |
| Perfect Phrases to Bring up an Issue | |
| |
| |
| Perfect Phrases to Emphasize a Point | |
| |
| |
| Perfect Phrases to Handle Interruptions | |
| |
| |
| Perfect Phrases to Elicit Opinions | |
| |
| |
| Perfect Phrases to Comment on Opinions | |
| |
| |
| Perfect Phrases to Correct Information | |
| |
| |
| Perfect Phrases to Focus Decisions | |
| |
| |
| |
| Perfect Phrases That Empower Employees | |
| |
| |
| Perfect Phrases to Express Appreciation | |
| |
| |
| Perfect Phrases to Motivate | |
| |
| |
| Perfect Phrases to Create Autonomy | |
| |
| |
| |
| Perfect Phrases to Communicate Up the Ladder | |
| |
| |
| Perfect Phrases to Stay in Sync with Your Boss | |
| |
| |
| Perfect Phrases to Disagree with Your Boss | |
| |
| |
| Perfect Phrases to Warn Your Boss of Developing Problems | |
| |
| |
| Perfect Phrases to Refuse the Boss's Request and Focus Priorities | |
| |
| |
| Perfect Phrases to Manage a Difficult Boss | |
| |
| |
| Perfect Phrases for Bringing an Idea to Your Boss | |
| |
| |
| Perfect Phrases to Break Bad News to the Boss | |
| |
| |
| Perfect Phrases to Support Your Team When Reporting to the Boss | |
| |
| |
| Perfect Phrases to Give Due Credit to Your Team | |
| |
| |
| |
| Tips for Making Your Perfect Phrases PowerPhrases | |
| |
| |
| Body Language | |
| |
| |
| Tone of Voice | |
| |
| |
| Balance of Power | |
| |
| |
| The 24-Hour Rule | |
| |
| |
| When Silence Is Golden | |