The promotion you thought was yours was given to someone else. A boss offers you a small raise after a year of hard work and says "take it or leave it." A job interviewer is asking you inappropriate questions. Your great idea for saving your department thousands of dollars was shot down. Now you can turn tough situations like these into powerful opportunities, thanks to this valuable guide! It provides the exact questions to use - and expected answers - for getting in control of virtually every conceivable on-the-job situation. For example, you'll discover exactly what to ask when you have to satisfy a demanding boss: What to do when your boss blames you for his mistake ... you receive a low performance rating ... or you're told you don't measure up; survive layoffs or getting fired: What you should ask if you're unjustly fired you're told to lay off members of your staff ... or your salary is frozen; work with difficult people: How to handle a coworker who checks up on your work ... a lazy peer who asks for your help ... or a subordinate who takes up too much of your time; ask for a promotion or a raise: How to respond when you're offered a promotion without more money ... a deserving employee asks for a raise and there's none to give ... or you're asked to choose between reduced pay or a severance package; please troublesome customers: What to say to a customer whose check bounces ... demands special treatment ... or requests a special service your company doesn't provide; Resolve conflicts: How to answer someone who insults or belittles you ... loses his temper ... or uses you as a target of her practical jokes and much more! Knowing when to turn around a problem situation instead of being caught at a loss for words is one of the secret skills of a great manager. With this resource, you'll have step-by-step guidance for mastering the questioning techniques you need to help resolve problems, turn conflict into compromise, and deflect hostility.

What to Ask When You Don't Know What to Say

Sussman, Lyle

Deep, Samuel D.

Prentice Hall Direct

Asking the right question at the right time is a career-building skill that can be easily learned--with the help of this valuable new guide. It provides more than 700 word-for-word questions for responding to virtually every conceivable on-the-job situation, to help clarify problems, solve misunderstandings, and avoid saying something damaging or inappropriate. Includes predictions of answers readers can expect in response to the questions in the guide, along with suggestions on how to respond to these answers. 6 x 9.

What to Ask When You Don't Know What to Say: 555 Powerful Questions to Use for Getting Your Way at Work

Business & Money

Business Culture

Whether you're in charge of a small business, a big department, or a growing corporation, you face more challenges than most managers. Smart Moves for People in Charge answers the big questions for people with big responsibilities. Easy-to-use checklists explain how leaders motivate and manage groups, uncover new ideas, stay close to customers, handle budgets, and find balance in a busy life.

Smart Moves for People in Charge

Deep, Sam

Management & Leadership

Addison-Wesley Publishing Company

An expansion of the successful self-published book The Manager's Book of Lists, Smart Moves offers over two hundred pages of efficient, practical checklists--already used by such firms as Humana and GE--and gives tips for every management task, from writing powerful memos to winning negotiations and resolving conflicts.

Smart Moves

Basic Books

Is your boss a Perfectionist,” demanding flawless results? Do you have Can-Do” employees who can't deliver? Does a Drain” siphon away your time? You can win cooperation from these people before they block your productivity. What to Say to Get What You Want provides the right words to motivate, convince, or soothe almost any personality.

What To Say To Get What You Want: Strong Words For 44 Challenging Types Of Bosses, Employees, Coworkers, And Customers

Economics

Addison-Wesley Publishing Company, Inc.

Every day managers wish they could open their desks, pull out a power tool, and fix a knotty problem for good. Now they can reach for Power Tools. In what has been called their inimitable, cut-to-the-core style,” Deep and Sussman chop through the biggest challenges of management.Having consulted for organizations ranging from Alcoa to the Pittsburgh Symphony, from General Electric to Southwestern Bell, Deep and Sussman know the responsibilities managers face. And they know what works. Power Tools shows how to fix problems like these: Friction keeps team members from working well together? You'll make permanent improvements with Team Builder and Team Links. Setting strategy? You'll find half a dozen tools to help, from analyzing trends with Vista to Deep and Sussman's ten-step Strategic Planner. Employees complain it's hard to get useful customer feedback? Teach them the power of One-Finger Questions. Want to make your idea shine? Take five minutes and learn to Sell It. Here you'll find the techniques, tips, and tactical advice that consultants might provide, presented so clearly that they can be do-it-yourself projects with minimal costs. Power Tools is the toolbox that all managers should have in their desks.

Power Tools: 33 Management Inventions You Can Use Today

COMEX, the communication experience in human relations

South-Western Pub. Co.

Comex: The Communication Experience in Human Relations

South-Western Pub.

Deep and Sussman's Smart Moves and Smart Moves for People in Charge gave readers checklists for climbing the corporate ladder and taking on leadership tasks. Now, teamed with one of the country's premiere sales-training firms, they apply the same popular, practical approach to a vital task for any organization: selling. Whether you're introducing a product, marketing your small business's services, or selling your boss on a new idea, you'll benefit from checklists like these: Seven Fears All Buyers Share Thirteen Ways to Warm Up to Cold Calling Ten Different Ways to Set Your Asking Price Eight Questions to Help You Sell with Integrity For training, troubleshooting, and a quick review before every important call, sales professionals will be sold on Smart Moves for Selling.

Close the Deal: 120 Checklists for Sales Success

Marketing & Sales

Known for their expert advice on getting ahead in business and staying motivated on the job, Deep and Sussman now apply their popular, practical style to the vital task of any manager: problem solving. From honing communication skills and personal effectiveness strategies, delegating tasks, and holding employees accountable to assessing performance, hiring, firing, and dealing with a problematic boss of your own, Act on It will time and again provide the swiftest route to the best solution by applying a simple problem-solving technique:Analyze your situationChoose the best strategy andTrack your choiceSure to inspire confidence in high-level executives and general supervisors alike, Act on It is the foolproof decision-making handbook all managers need in their top drawer.

Act On It

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Books by Sussman, Lyle