Publisher's Synopsis
Conversation control is the key to communication success in many workplace contexts. This is a practical guide for managers and executives, showing how to retain control throughout the process of verbal communication and dialogue.;Areas covered include: how to recognize cues and clues; when to use problem-centred or solution-centred skills; how to change conversations through statements and requests; how to speed up and slow down conversations; how and when to be assertive in conversation; the art of giving feedback; and ways you win or lose in conversations.;The case examples illustrate practical uses in sales, production, personnel, research, marketing and training.
