Contents
,Chapter 1 The New Workforce Demographics Require New Dynamics of Communication
Chapter 2 The New Dynamics of Communication
New Communication Dynamic #1: Be Gracefully Assertive
New Communication Dynamic #2: Personalize
New Communication Dynamic #3: State Concisely
New Communication Dynamic #4: Synergize
New Communication Dynamic #5: Dynamize
Chapter 3 Put Your Best Foot Forward: Perfect Phrases to Establish Your New Role
Perfect Phrases to Address Former Peers Who Are Now Employees
Perfect Phrases to Address Friends Who Are Now Employees
Perfect Phrases to Address Team Members Who Wanted the Promotion You Got
Perfect Phrases to Address the Acting Supervisor You Are Replacing
Perfect Phrases to Set the Initial Tone with Employees
Perfect Phrases for Your Initial Individual Meeting
Perfect Phrases to Handle Questions You Can’t Answer
Perfect Phrases to Establish Yourself with Your Manager
Perfect Phrases for Handling Employees Who Try to Take Over
Perfect Phrases to Introduce Hands-On Involvement
Perfect Phrases to Announce Change Gracefully
Perfect Phrases to Handle Resistance to Change
Perfect Phrases to Support Change You Don’t Agree With
Chapter 4 Perfect Phrases to Create a Mission, Vision, and Values-Based Team
Perfect Phrases to Establish Mission
Perfect Phrases to Establish Vision
Perfect Phrases to Establish Values
Perfect Phrases to Empower the Mission, Vision, and Values
Chapter 5 Perfect Phrases to Foster Open Communication
Perfect Phrases to Ensure Employees Keep You in the Loop
Perfect Phrases to Encourage Feedback
Perfect Phrases to Encourage Questions on Policies and Directives
Perfect Phrases to Get a Quiet Employee to Communicate
Perfect Phrases to Encourage Team Members to Communicate Directly and Effectively with Each Other
Perfect Phrases to Encourage Employees to Admit Mistakes
Perfect Phrases to Encourage Employees to Resolve Conflict
Perfect Phrases to Invite Feedback About Your Performance as Manager
Chapter 6 Perfect Phrases to Ace the Interview You Conduct
Perfect Interview Phrases for Gathering Personal Information
Perfect Interview Phrases to Learn Work Styles and Preferences
Perfect Interview Phrases to Learn Work Expectations
Perfect Interview Phrases to Evaluate Interpersonal Skills
Perfect Interview Phrases to Determine Self-Directedness, Personal Motivation, and Creativity
Perfect Interview Phrases to Determine Leadership Qualities
Perfect Interview Phrases to Determine Resourcefulness and Situational Qualifications
Perfect Interview Phrases to Determine Education and Training
Perfect Interview Phrases to Determine Career Goals
Perfect Interview Phrases to Determine Work Standards
Perfect Interview Phrases to Determine Flexibility
Perfect Multipurpose Interview Sentence Stems
Chapter 7 Perfect Phrases for Employee Orientation
Perfect Orientation Phrases to Greet and Welcome
Perfect Orientation Phrases to Introduce the New Employee to the Company
Perfect Orientation Phrases to Reinforce Disciplinary Policies
Perfect Orientation Phrases to Get New Employees Started
Perfect Orientation Phrases to Establish Feedback
Perfect Orientation Phrases to Introduce the New Employee to the Culture
Chapter 8 Perfect Phrases for Netiquette, Social Media, and Other Online Activities
Perfect Phrases to Discuss E-Mail Use
Perfect Phrases to Discuss Texting and Tweeting
Perfect Phrases to Discuss Social Media Policy
Perfect Phrases to Discuss Your Social Media Relationships with Employees
Chapter 9 Perfect Phrases to Address Diversity
Perfect Phrases to Address Diversity During the Interview
Perfect Phrases to Address Diversity with a New Employee
Perfect Phrases to Introduce a Diverse New Employee to the Team
Perfect Phrases to Address Diversity Issues
Chapter 10 Perfect Phrases for Delegation
Perfect Phrases to Encourage Buy-In
Perfect Phrases for Clear Delegation
Perfect Phrases to Ensure Understanding of an Assignment
Perfect Phrases to Elicit Input When You Delegate
Perfect Phrases to Eliminate Reverse Delegation
Perfect Phrases to Refuse an Employee Request
Perfect Phrases to Credential Employees
Perfect Phrases for Follow-Up on Delegated Projects
Chapter 11 Perfect Phrases to Set and Communicate Standards and Goals
Perfect Phrases to Set Job Standards
Perfect Phrases to Gather Input to Identify Job Standards
Perfect Phrases to Confirm Agreement to Job Standards
Perfect Phrases to Reinforce Job Standards
Perfect Phrases to Negotiate Performance Goals
Perfect Phrases to Set Behavioral and Performance Goals
Perfect Phrases to Ensure Agreement to Performance Goals
Chapter 12 Perfect Phrases to Coach Employees
Perfect Phrases for Informal Interaction
Perfect Phrases to Uncover Employee Strengths
Perfect Phrases to Build Employee Strengths
Perfect Phrases for Positive Reinforcement
Perfect Phrases to Uncover and Address Issues and Obstacles
Perfect Phrases to Brainstorm Solutions
Perfect Phrases to Address Personal Issues and Counsel Grieving Employees
Chapter 13 Perfect Phrases to Handle Performance and Behavior Problems
Perfect Phrases for Real-Time Corrective Verbal Feedback
Perfect Phrases to Turn Informal Feedback into Verbal Warnings
Perfect Phrases for Written Warnings and Counseling Sessions
Perfect Phrases to Suspend an Employee
Perfect Phrases to Inform the Team About a Co-Worker on Suspension
Perfect Phrases to Receive a Complaint
Perfect Phrases to Inform an Employee of a Complaint
Perfect Phrases to Investigate a Complaint by Interviewing Witnesses
Chapter 14 Perfect Phrases for Performance Reviews
Perfect Phrases to Announce Performance Reviews and Recommend Employee Preparation
Perfect Phrases to Set Expectations and Create Ease
Perfect Phrases to Review Past Performance
Perfect Phrases to Address Poor Performance During the Performance Review
Perfect Phrases to Set Goals During Interim Meetings or the Performance Review
Perfect Phrases to Create an Improvement Plan
Chapter 15 Perfect Phrases for Ending Employment
Perfect Phrases to Open the Severance-Due-to-Performance Meeting
Perfect Phrases to Explain the Situation of Severance Due to Performance
Perfect Phrases to Open the Severance-Due-to-Cutbacks Meeting
Perfect Phrases to Explain the Situation of Severance Due to Cutbacks
Perfect Phrases to Reaffirm the Employee and Close the Meeting
Perfect Phrases to Answer Common Severance Questions
Perfect Phrases to Tell the Workforce About an Employment Termination
Perfect Phrases for the Exit Interview
Perfect Phrases to Manage Remaining Employees After Layoffs
Chapter 16 Perfect Phrases for Virtual and Face-to-Face Meetings and Announcements
Perfect Phrases to Start a Virtual Meeting
Perfect Phrases to Start Both Virtual and Face-to-Face Meetings
Perfect Phrases to Keep Meetings on Track
Perfect Phrases to Emphasize a Point
Perfect Phrases to Handle Interruptions
Perfect Phrases to Solicit Opinions
Perfect Phrases to Comment on Opinions
Perfect Phrases to Correct Information
Perfect Phrases to Focus Decisions
Chapter 17 Perfect Phrases to Empower the Team
Perfect Phrases to Show Appreciation
Perfect Phrases to Empower Audibles and to Create Autonomy
Chapter 18 Perfect Phrases to Communicate Up the Ladder
Perfect Phrases to Stay in Sync with Your Manager
Perfect Phrases to Disagree with Your Manager
Perfect Phrases to Warn Your Manager of Developing Problems
Perfect Phrases to Focus Priorities and Decline a Manager’s Request
Perfect Phrases to Handle a Difficult Manager
Perfect Phrases for Going Above Your Manager’s Head
Perfect Phrases to Bring Ideas to Your Manager
Perfect Phrases to Break Bad News to Your Manager
Perfect Phrases to Support Your Staff When You Report to Your Manager
Chapter 19 Dynamized Management Communication Can Energize Productivity