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The classic business communication guide?updated for smart phones, social media, and other digital platforms Communicate clearly, tactfully, and confidently in any situation, including: Being persuasive Running productive meetings Asking the right questions Coaching Negotiating Resolving conflicts Responding to insults Offering praise Delegating responsibilities Crossing cultural divides Networking at events Table of Contents 1. Establishing Your Credibility 2. Conversing One on One 3. Making Small Talk a Big Deal 4. Winning People Over to Your Way of Thinking: Being Persuasive 5. Holding Your Own in Meetings, but Working as a Team 6. Listening Until You Really Hear 7. Asking the Right Questions Without Being Intrusive 8. Answering Questions so People Understand and Remember What You Say 9. Saying No and Giving Other Bad News Without Damaging the Relationship 10. Apologizing (and Accepting Apologies) Without Groveling or Grit 11. Giving Feedback and Criticizing Without Crippling 12. Taking the Sting Out of Negative Feedback or Criticism Leveled at You 13. Giving Advice or Coaching That Someone Can Really Use 14. Getting Advice or Coaching That's Helpful 15. Negotiating so Everyone Feels Like a Winner 16. Resolving Your Conflicts Without Punching Someone Out 17. Mediating Others' Conflicts Without Getting Caught in the Line of Fire 18. Responding to Insults, Boasting, Insensitivity, Gossip, and Other Goofs Hurled at You 19. Praising (and Accepting Praise) so Your Comments Carry Weight 20. Delegating and Giving Instructions so "Nothing Falls Through the Cracks" 21. Minimizing Cross-Talk Between Men and Women 22. Crossing the Cultural Gulf 23. Syncing Your Body Language with Your Words 24. Presenting Yourself Online Through Social Media 25. Communicating Common Courtesy: Etiquette Matters