Part I. Taking a New Approach
Chapter 1: Know Your Employees 11
Chapter 2: Treat Your Employees Like Customers 27
Chapter 3: Plan and Manage Communication 39
Chapter 4: Frame Your Message 55
Chapter 5: Write Simply and Clearly 69
Chapter 6: Leverage Visuals 85
Chapter 7: Use the Right Tool for the Job 101
Chapter 8: Make Meetings Meaningful—and Support Managers 119
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