Table of Contents

Contents Acknowledgments Introduction: A New Way of Looking at Dialogue Section I: The Basics Chapter 1. Why We Stink at Difficult Conversations- And How We Can Change Chapter 2. How to Have Painless Conversations: The CANDID Approach Section II: The CANDID Approach in Detail Chapter 3. Compartmentalize Your Message: The Neutral Zone Chapter 4. Ask Questions: From Furious to Curious Chapter 5. Normalize: It's OK, Really Chapter 6. Discuss the Issue: Just the Facts Chapter 7. Incentivize: It's All About Them Chapter 8. Disengage from the Discussion: Making a Good Last Impression Section III. The Advanced Course Chapter 9. Reframing: Making Difficult Messages Painless Chapter 10. Managing the Dialogue: Response and Counter-Response Chapter 11. You Don't Say: Phrases to Avoid Chapter 12. How to Receive Feedback Section IV. Putting It into Practice Chapter 13. Case Studies: Creating Painless Discussions in Real Life Chapter 14. Troubleshooting the Mechanics Epilogue: Summing It All Up 189 Appendix A: The Painless Conversation Worksheet Appendix B: Strength-Based Psychology: The Basis of Painless Communication Index About the Author

About the Author

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

Reviews

"Managers would benefits most from 'How to Tell Anyone Anything, ' but anyone with someting difficult to convey to a coworker could glean useful information from Gallagher's book." --Houston Business Journal