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• Cover
• Introduction
• About This Book
• Foolish Assumptions
• Icons Used in This Book
• Beyond the Book
• Where to Go from Here
• Book 1: Body Talk: Influencing through Communication and Body Language
• Chapter 1: Building Effective Verbal Communication Techniques
• Great Communicators Are Made, Not Born
• Verbal Communication: When Words Matter Most
• Cooperative Language: Verbal Communication at Its Finest
• Chapter 2: Grasping Nonverbal Cues
• Noting Nonverbal Techniques that Speak Volumes
• Becoming an Expert in Active Listening
• Chapter 3: Defining Body Language
• Discovering How Body Language Conveys Messages
• Examining Key Types of Gestures
• Getting the Most Out of Body Language
• Appreciating Cultural Differences
• Chapter 4: Working with Different Communication Styles
• Taking On Direct and Passive Communication Styles
• Saying Yes to Assertiveness
• Knowing Your Communication Style
• Sharpening Your Communication Style
• Chapter 5: Influencing through Communication
• Understanding the Importance of Effective Communication
• Communicating Quicker than the Speed of Conscious Thought
• Understanding Why People Say Yes
• If You Have the Need to Influence, You Get to Do All the Work
• Navigating the Political Landscape
• Ethically Influencing and Persuading for Results
• It Takes Two to Influence
• If You Aren’t Getting the Desired Results, Change Your Communication
• Chapter 6: Influencing through Body Language
• Creating a Positive Environment
• Pointing Your Body in the Right Direction
• Negotiating Styles
• Book 2: Exerting Influence through Important Conversations
• Chapter 1: Conversations in Good and Bad Times
• Using Critical Conversation Tools to Develop Superstars
• Coaching with Critical Conversations
• Making Everyday Conversations Count
• Opening Your Culture to Conversation
• Preparing for a Performance Conversation
• Having Conversations When Performance Is Suffering
• Turning Poor Performers into Productive Performers
• Keeping It Close to the Chest: Confidentiality Is Critical
• Chapter 2: Hot Topics in Team Conversations
• Creating a Productive Team
• Improving Team Behavior
• Chapter 3: Staff Disputes
• Getting Results When Employees Aren’t Getting Along
• Considering Expert Tactics for Handling Staff Disputes
• Resolving the Five Biggest Staff Disputes
• Chapter 4: Workplace Complaints
• Addressing Workplace Complaints
• Using Critical Conversations When an Issue Is Raised
• Digging into Workplace Complaints
• Bringing in a Mediator
• Moving Forward after Tough Workplace Conversations
• Chapter 5: Difficult Behaviors
• Defining Difficult Behaviors
• Keying in on Difficult Behaviors
• Using a Critical Conversation to Turn Around Difficult Behaviors
• Building a Toolbox: Action Plans for Difficult Behaviors
• Finding the Words for Special Circumstances
• Stepping in When Bad Behavior Becomes a Pattern
• Chapter 6: Customer Conversations
• Helping Customer Relationships
• Providing Exceptional Customer Service
• Handling a Customer Who Crosses the Line
• Delivering Bad News to Clients
• Keeping Your Customers
• Book 3: Peace Talks: Having Influence When You’re the One Involved in Conflict
• Chapter 1: Identifying What Both Sides Want
• Asking Yourself What You Really Want
• Thinking about What the Other Person Wants
• Taking a Look at Both Sides
• Chapter 2: Asking for a Meeting to Talk about the Conflict
• Considering the Best Way to Approach the Other Person
• Preparing for Resistance
• Setting a Time and a Place for a Productive Discussion
• Chapter 3: Sitting Down to Talk through the Issues
• Preparing to Mediate Your Own Conflict
• Getting the One-on-One Started
• Sharing Perspectives
• Creating an Agenda
• Looking for Win-Win Solutions
• Concluding the Discussion
• Chapter 4: Tailoring Your Approach to the Organizational Chart
• Resolving Issues with Someone You Supervise
• Addressing Conflict with a Peer
• Having One-on-One Conversations with Your Boss
• Book 4: Go, Team! Building Influence across Teams and Functions
• Chapter 1: Driving Engagement through Team Development
• Yay, Team: Identifying Characteristics of an Engaged Team
• Stormin’ and Normin’: Exploring Tuckman’s Stages
• From a Distance: Leading Teams from Afar
• Hit Me with Your Best Shot: Conducting a High-Impact Team Workshop
• Chapter 2: Improving Organizational Communication
• Mind the Gap: The Great Organizational Communication Fissure
• Establishing Two-Way Communication
• Building a Communication Protocol
• Maximizing the Various Communication Tools
• Communicating Change
• Communicating Your Engagement Efforts
• Looking at a Few Communication Don’ts
• Chapter 3: Strengthening Team Performance with Mindfulness
• Identifying and Harnessing Team Dynamics
• Improving Team Performance by Staying Focused on the Important Stuff
• Enhancing Internal and External Business Relationships
• Boosting Team Morale and Effort
• Chapter 4: Using Mindfulness to Assist Different Business Functions
• Mindfulness for Human Resources
• Mindfulness for Occupational Health
• Mindfulness for Learning and Organizational Development
• Mindfulness for Customer Service
• Mindfulness for Marketing and PR
• Book 5: Boomers and Beyond: Influencing across Generations
• Chapter 1: Driving Engagement across Generations
• Boom Baby: Working with Baby Boomers
• X Marks the Spot: Working with Generation X
• Working with Millennials
• Putting It All Together
• Chapter 2: Encouraging and Facilitating Collaboration among Generations
• Shifting Your Perspective on Collaboration
• Reconciling Differences: Independent Xers versus Collaborative Millennials
• Onboarding Millennials
• Training Millennials
• Mentoring Millennials and Vice Versa
• Building a Collaborative Infrastructure
• Chapter 3: Supercharging Your Feedback Loop
• Giving Feedback in the Instantaneous Age
• Rethinking the Review Session
• Realizing that Feedback Is a Two-Way Street
• Acting More Like a Coach Than a Boss
• Troubleshooting Common Feedback Issues
• Chapter 4: Motivating Millennials — Generation “  Why? ”
• Managing for Meaning
• Compensating the Noncompensation Generation
• Rewarding Millennials
• Chapter 5: Dropping Workplace Formalities
• Distinguishing Between Formality at Work and Work Ethic
• Drawing the Fine Line between Manager and Friend
• Channeling Your Inner Emily Post: Communication Etiquette
• Book 6: Who’s the Boss? Becoming an Influential Company Leader
• Chapter 1: People Who Lead People: Engaging Employees through Leadership
• Distinguishing Management versus Leadership
• Surveying Leadership-Based Engagement Drivers
• Understanding That Leadership Starts at the Top
• Identifying the Behaviors and Traits of Engaged Leaders
• Here Comes the Train Again: Training Managers to Become Engaged Leaders
• Put Me In, Coach! Coaching for Engagement
• Do This, Not That: Looking at Leadership Best Practices
• Chapter 2: Establishing Trust
• Surveying Ideas for Building Trust in Business
• Defining Trust and Needs in the Workplace
• Getting Others to Trust in Your Leadership
• Setting Standards for Others by Example
• Harnessing People Power
• Chapter 3: Motivating the Masses
• Peeking into the Human Motivation Theory
• Helping People Find Their Meaning and Purpose Again
• Practicing and Reinforcing Motivation
• Chapter 4: Thriving on the Challenges of Leadership
• Thriving Rather Than Surviving
• Being a More Mindful Leader
• Practicing Mindful Leadership
• Coping with Stress and Pressure by Building Resilience
• Chapter 5: Leading People, Change, and Strategy
• Leading Mindfully When Change Is the Norm
• Creating Strategies That Allow the Organization to Flourish
• Creating a More Mindful Organization
• About the Authors
• Connect with Dummies
• Index
• End User License Agreement