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| Introduction: Perfecting Your Pitch-the Script's the Thing | |
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| The Three Ds: Draft, Devil's Advocate, Deliver | |
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| The Three Ds | |
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| Draft | |
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| Devil's Advocate | |
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| Deliver | |
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| Model Scripts | |
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| Selling Seinfeld | |
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| About the Scripts | |
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| Sales Challenges | |
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| Selling but Holding Your Price | |
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| Creating an Objection Planner for Sales Teams | |
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| Preparing for Varying Scenarios-Contingency Planning | |
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| Fund-raising to Receive a Large Donation | |
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| Managerial Challenges | |
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| Making a Budget Request | |
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| Denying a Budget Request | |
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| Discharging an Employee Who Is Also Your Friend | |
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| Denying a Subordinate's Request for Leave | |
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| Offering Constructive Criticism | |
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| Turning Down a Job Applicant | |
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| Problems Employees Face | |
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| Inquiring about Your Status following1 a Job Interview | |
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| Asking for a Raise | |
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| Confronting Sexual Harassment | |
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| Disputing a Negative Evaluation-a Script Serves a Dual Purpose | |
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| Dealing with a Boss Who Is a Bully | |
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| Obtaining Help to Curtail a Coworker's Personal Attacks | |
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| Media Matters | |
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| Avoiding the Ill-Advised Tweet | |
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| Preparing for a Media Interview | |
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| Family | |
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| Asking a Potential Spouse for a Prenuptial Agreement | |
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| Talking to Your Kids about Sex | |
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| Talking to Your Kids about a National Tragedy | |
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| Nudging an Adult Child Out of the House | |
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| Managing a Budget between Spouses | |
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| Telling Your Kids You Are Getting Divorced | |
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| Settling Family Inheritance Squabbles | |
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| Taking the Car Keys Away from an Elderly Loved One | |
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| Friends | |
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| Asking a Roommate to Move Out | |
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| Breaking Up with a Girlfriend or Boyfriend | |
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| Making Amends | |
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| Rejecting a Friend's or Relative's Request for a Loan | |
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| Intervening with an Addicted Person | |
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| Communicating Condolences to the Bereaved | |
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| Talking to Someone Who Is Terminally Ill | |
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| Consumers | |
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| Obtaining a Service or Product below Market Price | |
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| Receiving Reimbursement or Replacement for a Defective Product | |
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| Making an Offer on a House below Asking Price | |
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| Negotiating Early Termination of a Lease | |
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| Getting an Upgrade | |
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| Protecting against Overzealous Contractors | |
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| Gaining Admission to an Exclusive Group | |
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| Epilogue: A Case Study in Avoiding Excuses | |
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| Acknowledgments | |
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| Notes | |
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| Index | |