Acknowledgments                                    xi
Introduction                                       xiii
    Chapter 1 The New Workforce Demographics       1   (4)
    Require New Dynamics of Communication
      A Woman's Nation                             1   (1)
      Generation Y                                 2   (1)
      Globalization                                3   (1)
      Social Media                                 3   (1)
      Stretch or Be Stretched                      4   (1)
    Chapter 2 The New Dynamics of Communication    5   (8)
      New Communication Dynamic #1 Be              5   (2)
      Gracefully Assertive
      New Communication Dynamic #2 Personalize     7   (1)
      New Communication Dynamic #3 State           8   (1)
      Concisely
      New Communication Dynamic #4 Synergize       8   (3)
      New Communication Dynamic #5 Dynamize        11  (2)
    Chapter 3 Put Your Best Foot Forward:          13  (16)
    Perfect Phrases to Establish Your New Role
      Perfect Phrases to Address Former Peers      14  (1)
      Who Are Now Employees
      Perfect Phrases to Address Friends Who       15  (1)
      Are Now Employees
      Perfect Phrases to Address Team Members      16  (1)
      Who Wanted the Promotion You Got
      Perfect Phrases to Address the Acting        17  (1)
      Supervisor You Are Replacing
      Perfect Phrases to Set the Initial Tone      18  (1)
      with Employees
      Perfect Phrases for Your Initial             19  (2)
      Individual Meeting
      Perfect Phrases to Handle Questions You      21  (1)
      Can't Answer
      Perfect Phrases to Establish Yourself        22  (1)
      with Your Manager
      Perfect Phrases for Handling Employees       23  (2)
      Who Try to Take Over
      Perfect Phrases to Introduce Hands-On        25  (1)
      Involvement
      Perfect Phrases to Announce Change           26  (1)
      Gracefully
      Perfect Phrases to Handle Resistance to      27  (1)
      Change
      Perfect Phrases to Support Change You        28  (1)
      Don't Agree With
    Chapter 4 Perfect Phrases to Create a          29  (10)
    Mission, Vision, and Values-Based Team
      Perfect Phrases to Establish Mission         31  (2)
      Perfect Phrases to Establish Vision          33  (1)
      Perfect Phrases to Establish Values          34  (2)
      Perfect Phrases to Empower the Mission,      36  (3)
      Vision, and Values
    Chapter 5 Perfect Phrases to Foster Open       39  (10)
    Communication
      Perfect Phrases to Ensure Employees Keep     41  (1)
      You in the Loop
      Perfect Phrases to Encourage Feedback        42  (1)
      Perfect Phrases to Encourage Questions on    43  (1)
      Policies and Directives
      Perfect Phrases to Get a Quiet Employee      44  (1)
      to Communicate
      Perfect Phrases to Encourage Team Members    45  (1)
      to Communicate Directly and Effectively
      with Each Other
      Perfect Phrases to Encourage Employees to    46  (1)
      Admit Mistakes
      Perfect Phrases to Encourage Employees to    47  (1)
      Resolve Conflict
      Perfect Phrases to Invite Feedback About     48  (1)
      Your Performance as Manager
    Chapter 6 Perfect Phrases to Ace the           49  (14)
    Interview You Conduct
      Perfect Interview Phrases for Gathering      50  (1)
      Personal Information
      Perfect Interview Phrases to Learn Work      51  (1)
      Styles and Preferences
      Perfect Interview Phrases to Learn Work      52  (1)
      Expectations
      Perfect Interview Phrases to Evaluate        53  (1)
      Interpersonal Skills
      Perfect Interview Phrases to Determine       54  (1)
      Self-Directedness, Personal Motivation,
      and Creativity
      Perfect Interview Phrases to Determine       55  (1)
      Leadership Qualities
      Perfect Interview Phrases to Determine       56  (1)
      Resourcefulness and Situational
      Qualifications
      Perfect Interview Phrases to Determine       57  (1)
      Education and Training
      Perfect Interview Phrases to Determine       58  (1)
      Career Goals
      Perfect Interview Phrases to Determine       59  (1)
      Work Standards
      Perfect Interview Phrases to Determine       60  (1)
      Flexibility
      Perfect Multipurpose Interview Sentence      61  (2)
      Stems
    Chapter 7 Perfect Phrases for Employee         63  (8)
    Orientation
      Perfect Orientation Phrases to Greet and     64  (1)
      Welcome
      Perfect Orientation Phrases to Introduce     65  (1)
      the New Employee to the Company
      Perfect Orientation Phrases to Reinforce     66  (1)
      Disciplinary Policies
      Perfect Orientation Phrases to Get New       67  (1)
      Employees Started
      Perfect Orientation Phrases to Establish     68  (1)
      Feedback
      Perfect Orientation Phrases to Introduce     69  (2)
      the New Employee to the Culture
    Chapter 8 Perfect Phrases for Netiquette,      71  (6)
    Social Media, and Other Online Activities
      Perfect Phrases to Discuss E-Mail Use        72  (1)
      Perfect Phrases to Discuss Texting and       73  (1)
      Tweeting
      Perfect Phrases to Discuss Social Media      74  (1)
      Policy
      Perfect Phrases to Discuss Your Social       75  (2)
      Media Relationships with Employees
    Chapter 9 Perfect Phrases to Address           77  (6)
    Diversity
      Perfect Phrases to Address Diversity         78  (1)
      During the Interview
      Perfect Phrases to Address Diversity with    79  (1)
      a New Employee
      Perfect Phrases to Introduce a Diverse       80  (1)
      New Employee to the Team
      Perfect Phrases to Address Diversity         81  (2)
      Issues
    Chapter 10 Perfect Phrases for Delegation      83  (10)
      Perfect Phrases to Encourage Buy-In          84  (1)
      Perfect Phrases for Clear Delegation         85  (1)
      Perfect Phrases to Ensure Understanding      86  (1)
      of an Assignment
      Perfect Phrases to Elicit Input When You     87  (1)
      Delegate
      Perfect Phrases to Eliminate Reverse         88  (1)
      Delegation
      Perfect Phrases to Refuse an Employee        89  (1)
      Request
      Perfect Phrases to Credential Employees      90  (1)
      Perfect Phrases for Follow-Up on             91  (2)
      Delegated Projects
    Chapter 11 Perfect Phrases to Set and          93  (12)
    Communicate Standards and Goals
      Perfect Phrases to Set Job Standards         94  (1)
      Perfect Phrases to Gather Input to           95  (3)
      Identify Job Standards
      Perfect Phrases to Confirm Agreement to      98  (1)
      Job Standards
      Perfect Phrases to Reinforce Job Standards   99  (1)
      Perfect Phrases to Negotiate Performance     100 (2)
      Goals
      Perfect Phrases to Set Behavioral and        102 (1)
      Performance Goals
      Perfect Phrases to Ensure Agreement to       103 (2)
      Performance Goals
    Chapter 12 Perfect Phrases to Coach            105 (10)
    Employees
      Perfect Phrases for Informal Interaction     106 (1)
      Perfect Phrases to Uncover Employee          107 (1)
      Strengths
      Perfect Phrases to Build Employee            108 (1)
      Strengths
      Perfect Phrases for Positive Reinforcement   109 (1)
      Perfect Phrases to Uncover and Address       110 (1)
      Issues and Obstacles
      Perfect Phrases to Brainstorm Solutions      111 (1)
      Perfect Phrases to Address Personal          112 (3)
      Issues and Counsel Grieving Employees
    Chapter 13 Perfect Phrases to Handle           115 (16)
    Performance and Behavior Problems
      Perfect Phrases for Real-Time Corrective     116 (2)
      Verbal Feedback
      Perfect Phrases to Turn Informal Feedback    118 (1)
      into Verbal Warnings
      Perfect Phrases for Written Warnings and     119 (4)
      Counseling Sessions
      Perfect Phrases to Suspend an Employee       123 (1)
      Perfect Phrases to Inform the Team About     124 (1)
      a Co-Worker on Suspension
      Perfect Phrases to Receive a Complaint       125 (1)
      Perfect Phrases to Inform an Employee of     126 (2)
      a Complaint
      Perfect Phrases to Investigate a             128 (3)
      Complaint by Interviewing Witnesses
    Chapter 14 Perfect Phrases for Performance     131 (8)
    Reviews
      Perfect Phrases to Announce Performance      132 (1)
      Reviews and Recommend Employee Preparation
      Perfect Phrases to Set Expectations and      133 (1)
      Create Ease
      Perfect Phrases to Review Past Performance   134 (1)
      Perfect Phrases to Address Poor              135 (2)
      Performance During the Performance Review
      Perfect Phrases to Set Goals During          137 (1)
      Interim Meetings or the Performance Review
      Perfect Phrases to Create an Improvement     138 (1)
      Plan
    Chapter 15 Perfect Phrases for Ending          139 (12)
    Employment
      Perfect Phrases to Open the                  140 (1)
      Severance-Due-to-Performance Meeting
      Perfect Phrases to Explain the Situation     141 (1)
      of Severance Due to Performance
      Perfect Phrases to Open the                  142 (1)
      Severance-Due-to-Cutbacks Meeting
      Perfect Phrases to Explain the Situation     143 (1)
      of Severance Due to Cutbacks
      Perfect Phrases to Reaffirm the Employee     144 (1)
      and Close the Meeting
      Perfect Phrases to Answer Common             145 (2)
      Severance Questions
      Perfect Phrases to Tell the Workforce        147 (1)
      About an Employment Termination
      Perfect Phrases for the Exit Interview       148 (1)
      Perfect Phrases to Manage Remaining          149 (2)
      Employees After Layoffs
    Chapter 16 Perfect Phrases for Virtual and     151 (12)
    Face-to-Face Meetings and Announcements
      Perfect Phrases to Start a Virtual Meeting   152 (2)
      Perfect Phrases to Start Both Virtual and    154 (1)
      Face-to-Face Meetings
      Perfect Phrases to Keep Meetings on Track    155 (1)
      Perfect Phrases to Emphasize a Point         156 (1)
      Perfect Phrases to Handle Interruptions      157 (1)
      Perfect Phrases to Solicit Opinions          158 (2)
      Perfect Phrases to Comment on Opinions       160 (1)
      Perfect Phrases to Correct Information       161 (1)
      Perfect Phrases to Focus Decisions           162 (1)
    Chapter 17 Perfect Phrases to Empower the      163 (6)
    Team
      Perfect Phrases to Show Appreciation         164 (1)
      Perfect Phrases to Motivate                  165 (2)
      Perfect Phrases to Empower Audibles and      167 (2)
      to Create Autonomy
    Chapter 18 Perfect Phrases to Communicate      169 (16)
    Up the Ladder
      Perfect Phrases to Stay in Sync with Your    170 (1)
      Manager
      Perfect Phrases to Disagree with Your        171 (2)
      Manager
      Perfect Phrases to Warn Your Manager of      173 (1)
      Developing Problems
      Perfect Phrases to Focus Priorities and      174 (1)
      Decline a Manager's Request
      Perfect Phrases to Handle a Difficult        175 (3)
      Manager
      Perfect Phrases for Going Above Your         178 (1)
      Manager's Head
      Perfect Phrases to Bring Ideas to Your       179 (1)
      Manager
      Perfect Phrases to Break Bad News to Your    180 (1)
      Manager
      Perfect Phrases to Support Your Staff        181 (4)
      When You Report to Your Manager
    Chapter 19 Dynamized Management                185
    Communication Can Energize Productivity