The Communication Problem Solver 1 ppt

Advance praise for The Communication Problem Solver:‘‘You must read this book to conquer communication concerns once and for all.. Nannette Carroll’s The Communication Problem Solver is

Advance praise for The Communication Problem Solver:

‘‘You must read this book to conquer communication concerns once and

for all Nannette Carroll’s The Communication Problem Solver is

content-rich with how-tos and step-by-step processes that you can apply imme-diately It is bursting with stories of real managers wrestling with actual situations.’’

—Dr Tony Alessandra, author, Communicating at Work and

The NEW Art of Managing People

‘‘Examine any career setback and it’s likely to stem from problems in interpersonal communication It may be unclear expectations, a lack of listening, not empathizing, or any number of other preventable prob-lems This book will show you, easily and practically, just how to change problems into successes and how to avoid future communication prob-lems Nannette Carroll has done a fine job of building your tool kit Keep

it handy every day.’’

—Jim Cathcart, founder, www.Motivation.tv, and author,

Relationship Intelligence䉸

‘‘An employee misses a deadline—again Two coworkers aren’t getting along A meeting deteriorates into blaming and shaming Would you like

to know how to handle these all-too-common workplace challenges? Buy this book It’s packed with specific suggestions on how to turn con-flict into cooperation and reasons into results Read it and reap.’’

—Sam Horn, author, POP!, Tongue Fu!, and What’s Holding You Back?

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American Management Association

New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco

Shanghai • Tokyo • Toronto • Washington, D.C.

Simple Tools and Techniques

for Busy Managers

Nannette Rundle Carroll

THE C OMMUNICATION

PROBLEM SOLVER

Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations For details, contact Special Sales Department, AMACOM, a division of American Management Association,

1601 Broadway, New York, NY 10019.

Tel: 800-250-5308 Fax: 518-891-2372.

E-mail: specialsls@amanet.org

Website: www.amacombooks.org/go/specialsales

To view all AMACOM titles go to: www.amacombooks.org

This publication is designed to provide accurate and authoritative information in regard to the subject matter covered It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service If legal advice or other expert assistance is required, the services of a competent professional person should be sought.

Library of Congress Cataloging-in-Publication Data has been applied for and is on record with the Library of Congress.

䉷 2010 Nannette Rundle Carroll

All rights reserved.

Printed in the United States of America.

This publication may not be reproduced, stored in a retrieval system,

or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.

Printing number

10 9 8 7 6 5 4 3 2 1

To Chuck and Danielle,

communicators extraordinaire, who are my muses and loving support

and

In loving memory of Coach Bob Rankin, who energized athletes, business colleagues, family, and friends with his message,

‘‘Stay Positive!’’

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Foreword by Michael Soon Lee—ix

Preface—xi

Acknowledgments—xv

PART I: THE SECRETS TO CREATING AND SUSTAINING ENERGIZED

RELATIONSHIPS—1

Chapter 1: The Power of Relationship—3

Chapter 2: Setting Expectations with Turbocharged Clarity—20 Chapter 3: Communicating Your Expectations: What to Say and

How to Say It—44

PART II: HOW TO USE YOUR PROCESS SKILLS TO PREVENT AND SOLVE

COMMUNICATION PROBLEMS—65

Chapter 4: Workflow Management: Communication Tools—69 Chapter 5: Top-Tier Questioning Techniques—81

Chapter 6: How to Break the Judging Habit—101

Chapter 7: Common People Problems—A Handy

Reference—129

PART III: LEADING COLLABORATIVE CONVERSATIONS—169

Chapter 8: Giving Feedback—Sweet or Sour?—175

Chapter 9: Compelling Coaching Techniques—196

—vii

Chapter 10: DREAM Delegating Ensures Clarity and

Collaboration—220 Chapter 11: Don’t Have Time to Listen? Try These Tips—240 Conclusion: Be a Gold Medal Communicator!—250

Appendix A: Basic Job Expectations—265

Appendix B: Communication Issues Unique to First-Time

Managers—271 Index—279

About the Author—285

viii—

As a professional speaker, author, professor, and motion picture actor I like to think of myself as a good communicator Yet, there are always times when I just don’t know how to express what I want or what I say

is not perceived the way I had intended

Communication seems so simple—so why is it so hard? It is the most important skill for success in business as well as in life Studies show that people in organizations typically spend over 75 percent of their time

in interpersonal situations

That is why Nannette Rundle Carroll’s book, The Communication Problem Solver: Simple Tools and Techniques for Busy Managers, is so

valuable It is a practical, hands-on, no-nonsense approach to how to get your message across clearly and concisely What I believe separates this book from others on the topic are the practical tools like the step-by-step how-to’s and the real-world management examples They cut through the theories to enable you to analyze your communication skills and challenges

Most important, The Communication Problem Solver shows how to

develop clarity that builds trust, relationships, and communication with others I wish I could have had this resource on my bookshelf when I was the dean of a university business school Dealing with students, fac-ulty, staff, and administration challenged all of my communication skills and then some This book would have made my life so much easier I trust it will help you in all of your communications, regardless of the situation

—ix