02364nam a22003374a 4500 ebr10045341 CaPaEBR 20260707174749.0 m u cr cn||||||||| 021226s2003 nyu s 001 0 eng 2002156361 0071408614 (alk. paper) CaPaEBR CaPaEBR (OCoLC)647272966 HM1166 .M35 2003eb 302 21 88850 68751 Malandro, Loretta A. 109175 Say it right the first time [electronic resource] / by Loretta Malandro. New York : McGraw-Hill, c2003. xii, 289 p. ; 21 cm. Includes index. Section I. Your power and how it impacts people -- 100% accountability -- Harnessing the power of your words -- The key to the kingdom -- How to capture discretionary effort and build accountability -- Your power, your position, and its impact -- How to gain trust and create alignment -- Leadership deathtrap-the "need to be right" -- How it destroys your credibility and plummets morale -- Section II -- Your words and how they trigger action or reaction -- The black hole -- How to make your point so what you say is what they hear -- 15 irritating word habits -- How they trigger reaction and what to do about it -- The hidden side of emotions -- How to disarm anger and use conflict to your advantage -- When your words get you in trouble -- How to recover quickly and prevent a repeat performance -- Section III -- Your words and how they inspire or derail -- Talking straight responsibly -- How to be direct and handle people who are not -- Commitments with integrity -- How to replace casual promises with real ownership -- Holding people accountable -- How to demand the "best in performance" and get it -- Index to speaking accountably. Electronic reproduction. Palo Alto, Calif. : ebrary, 2009. Available via World Wide Web. Access may be limited to ebrary affiliated libraries. Interpersonal communication. 11021 Oral communication. 17601 Electronic books. local 190 ebrary, Inc. 191 http://site.ebrary.com/lib/strathmore/Doc?id=10045341 An electronic book accessible through the World Wide Web; click to view 88850 68751