02364nam a22003374a 4500001001200000003000800012005001700020006001900037007001500056008004100071010001700112020002800129040002100157035002100178050002400199082001200223090001700235100003300252245007900285260003700364300002600401500002000427505115200447533015201599650004001751650003101791655003401822710002201856856013101878999001702009ebr10045341CaPaEBR20260707174749.0m        u        cr cn|||||||||021226s2003    nyu     s     001 0 eng    z  2002156361  z0071408614 (alk. paper)  aCaPaEBRcCaPaEBR  a(OCoLC)64727296614aHM1166b.M35 2003eb04a302221  c88850d687511 aMalandro, Loretta A.910917510aSay it right the first timeh[electronic resource] /cby Loretta Malandro.  aNew York :bMcGraw-Hill,cc2003.  axii, 289 p. ;c21 cm.  aIncludes index.0 aSection 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.  aElectronic reproduction.bPalo Alto, Calif. :cebrary,d2009.nAvailable via World Wide Web.nAccess may be limited to ebrary affiliated libraries. 0aInterpersonal communication.911021 0aOral communication.917601 7aElectronic books.2local91902 aebrary, Inc.919140uhttp://site.ebrary.com/lib/strathmore/Doc?id=10045341zAn electronic book accessible through the World Wide Web; click to view  c88850d68751