What to Say When Things Get Tough: Business Communication Strategies for Winning People Over When They're Angry, Worried and Suspicious of Everything You Say

Contents
Preface ix
Acknowledgments xv
Introduction xvii
1 The Science Behind the Art 1
2 Laying the Foundation 11
3 The Lost Art of Storytelling 33
4 Real vs. Perceived Risk, or Why We Drive 49
5 The CODE for Trust and Credibility 73
6 Nonverbal Messages and Their Impacton the Code 95
7 The Credibility Gender Gap 123
8 Mastering the Media 137
9 Avoiding and Escaping Traps 163
10 The CAN Response 183
Conclusion 201
Recommended Reading 211
Works Cited 213
Index 217

BREAK THROUGH ANYONE'S ANGER AND WIN THEIR TRUST IN CRISES LARGE AND SMALL

Leonard S. Greenberger is a partner at one of today's most successful public relations firms. In What to Say When Things Get Tough, this seasoned expert offers verbal and nonverbal skills for handling communication crises in any public forum.

"This book is one of the best guidebooks on the practice of public relations that I have seen." -- Jim Owen, Executive Director, Member Relations, Edison Electric Institute

"If you want to learn why PowerPoint is a very poor way to present, why empathy works wonders, how positive messages, eye contact, and the right facial expressions can add up to make you overwhelmingly effective--or not--then this book is for you." -- Ari Weinzweig, cofounder and founding partner, Zingerman's, and author ofZingerman's Guide to Giving Great Service and Zingerman's Guide to Good Leading

"Every business professional should have a copy on the shelf and pull it down whenever a tough situation presents itself." -- Win Porter, President, Waste Policy Center, former Assistant Administrator forSolid Waste and Emergency Response, U.S. Environmental Protection Agency