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| Why This Book Is for You | |
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| Setting the Stage for Communication Success | |
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| How Good Are You at Putting Yourself Across? | |
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| Self-Test: Gauging Your Communication Effectiveness | |
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| What It Means to You | |
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| Building Your Basic Verbal and Nonverbal Communication | |
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| The 50 Words Every Businessperson Should Know and Use | |
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| The 50 Words to Avoid--and Why | |
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| The 12 Essentials of Nonverbal Communication | |
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| Beware of These 25 Nonverbal Pitfalls | |
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| How to Handle Specific Situations and People | |
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| Putting Yourself Across...to Get a Job | |
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| Self-Test Your Interviewing Savvy | |
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| Words to Use During Interviews | |
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| Phrases to Use During Interviews | |
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| Words to Avoid During Interviews | |
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| Phrases to Avoid During Interviews | |
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| Body-Language Strategy for Job Interviews | |
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| Body Language to Avoid During Job Interviews | |
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| Preparing for the Interview: Plan to Be Spontaneous | |
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| Assembling a Strong Interview Kit | |
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| Doing Preinterview Research | |
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| Dressing for the Interview | |
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| To Give the Right Answers, Get the Right Questions | |
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| Inappropriate Questions (and How to Answer Them) | |
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| Ten Questions You Should Ask at the Interview | |
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| Five Steps to Getting a Job Offer | |
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| Talking Money During the Interview | |
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| What if You're Asked to Take a Drug Test? | |
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| Putting Yourself Across...to Supervisors | |
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| Self-Test Your Savvy in Communicating with Your Boss | |
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| Words to Use with Your Boss | |
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| Phrases to Use with Your Boss | |
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| Words to Avoid with Your Boss | |
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| Phrases to Avoid with Your Boss | |
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| Body-Language Strategy for Communicating with Your Boss | |
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| Body Language to Avoid with Your Boss | |
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| Secrets of Communicating with Emotionally Stunted Supervisors | |
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| Negotiating a Raise | |
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| Negotiating a Promotion | |
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| Promoting an Idea or Project | |
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| Renegotiating a Deadline | |
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| Accepting an Assignment | |
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| Declining an Assignment | |
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| Taking a Compliment--with Grace | |
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| Taking Your Lumps--with Dignity | |
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| Handling Snafu Situations | |
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| Communicating Your Decision to Quit | |
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| How to Respond When You're Fired | |
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| Putting Yourself Across...to Colleagues | |
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| Self-Test Your Savvy in Communicating with Colleagues | |
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| Words to Use with Colleagues | |
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| Phrases to Use with Colleagues | |
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| Words to Avoid with Colleagues | |
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| Phrases to Avoid with Colleagues | |
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| Body-Language Strategy with Colleagues | |
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| Body Language to Avoid with Colleagues | |
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| How Everyone Can Win When Communicating with Colleagues | |
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| Secrets of Getting Big Results from Small Talk | |
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| Getting Information or Help from Colleagues | |
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| Secrets of Successful Meetings | |
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| Promoting an Idea or Project to Your Colleagues | |
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| Handling Dissent from Your Colleagues | |
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| Responding to the Ideas and Projects of Others | |
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| Apologizing for Errors and Misunderstandings | |
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| Dealing with an Irate Colleague | |
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| Putting Yourself Across...to Subordinates | |
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| Self-Test Your Savvy in Communicating with Subordinates | |
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| Words to Use with Subordinates | |
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| Phrases to Use with Subordinates | |
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| Words to Avoid with Subordinates | |
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| Phrases to Avoid with Subordinates | |
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| Body-Language Strategy for Communicating with Subordinates | |
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| Body Language to Avoid with Subordinates | |
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| Communicating Your Management Style | |
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| What to Say to Subordinates When You Are Wrong | |
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| Refusing Requests Without Alienating Employees | |
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| Responding to Complaints and Criticism from Employees | |
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| Reprimanding Your Subordinates | |
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| Accepting Resignations from Subordinates | |
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| Terminating an Employee | |
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| Putting Yourself Across...to Prospective Clients and Customers | |
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| Self-Test Your Savvy in Communicating with Prospects | |
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| Words to Use with Prospects | |
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| Phrases to Use with Prospects | |
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| Words to Avoid with Prospects | |
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| Phrases to Avoid with Prospects | |
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| Body-Language Strategy for Communicating with Prospects | |
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| Body Language to Avoid with Prospects | |
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| Four-Step Formula for Building a Customer Base | |
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| Establishing an Effective Cold-Call Strategy | |
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| Focusing the Prospect's Needs | |
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| Generating Urgency in the Prospect | |
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| Overcoming Resistance by the Prospect | |
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| When to Walk Away from the Prospect | |
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| Putting Yourself Across...to Current Clients and Customers | |
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| Self-Test Your Savvy in Communicating with Customers | |
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| Words to Use with Customers | |
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| Phrases to Use with Customers | |
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| Words to Avoid with Customers | |
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| Phrases to Avoid with Customers | |
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| Body-Language Strategy for Communicating with Customers=p251 | |
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| Body Language to Avoid with Customers | |
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| Building Customer Relationships by Providing Information | |
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| Want to Build a Relationship? Ask a Favor of the Customer | |
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| How to Turn Down a Request Without Turning Off a Customer | |
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| When a Customer Asks You to "Bend" Safety Rules or Regulations | |
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| Putting Yourself Across...When Handling Credit, Collection, and Customer Complaints | |
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| Self-Test Your Savvy in Communicating about Credit, Collection, and Complaints | |
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| Words to Use for Credit, Collection, and Complaints | |
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| Phrases to Use for Credit, Collection, and Complaints | |
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| Words to Avoid in Credit, Collection, and Complaints | |
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| Phrases to Avoid in Credit, Collection, and Complaints | |
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| Credit, Collection, and Handling Complaints: Body-Language Strategy and Body Language to Avoid | |
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| Credit: Investing in Your Customers | |
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| Collecting Money That's Overdue | |
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| Collection Talk Versus Collection Letters | |
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| Critical Issue: Avoiding Threats and Harassment | |
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| Handling Customer Complaints | |
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| Putting Yourself Across...to Vendors and Suppliers | |
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| Self-Test Your Savvy in Communicating with Vendors and Suppliers | |
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| Words to Use with Vendors and Suppliers | |
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| Phrases to Use with Vendors and Suppliers | |
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| Words to Avoid with Vendors and Suppliers | |
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| Phrases to Avoid with Vendors and Suppliers | |
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| Body-Language Strategy for Vendors and Suppliers | |
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| Body Language to Avoid with Vendors and Suppliers | |
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| Getting Vendors to Give You Their Best | |
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| Starting Off on the Right Foot with a Vendor | |
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| Secrets of Negotiating Price and Terms with Vendors | |
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| Talking to Vendors about Credit | |
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| How to Get Special Treatment from a Vendor | |
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| Rejecting a Vendor's Proposal--Without Rejecting the Vendor | |
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| Complaining Productively to a Supplier | |
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| What to Say to the Vendor if You Have Payment Problems | |
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| Thanking a Vendor and Giving Referrals | |
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| Putting Yourself Across...to Lenders and Investors | |
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| Self-Test Your Savvy in Communicating with Lenders and Investors | |
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| Words to Use with Lenders and Investors | |
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| Phrases to Use with Lenders and Investors | |
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| Words to Avoid with Lenders and Investors | |
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| Phrases to Avoid with Lenders and Investors | |
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| Body-Language Strategy for Communicating with Lenders and Investors | |
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| Body Language to Avoid with Lenders and Investors | |
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| Secrets of Selling Your Future to Lenders and Investors | |
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| Presenting a Prospectus or Business Plan | |
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| Presenting an Annual Report: Secrets of Keeping the Idea Aloft | |
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| Following Up (Go Easy on the Spurs) | |
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| How to Put the Past in Perspective (Credit-History Gaffes and Glitches) | |
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| When Things Go Wrong: Renegotiating Terms | |
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| How to Get More Money from Investors and Lenders | |
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| Index | |