My specialty is teaching people how to communicate in difficult situations. As a former customer service executive - and now as a speaker, trainer, and practicing therapist - my books and training programs explore the mechanics of how we communicate, based on recent principles of behavioral psychology.
I am perhaps best known for my two #1 customer service bestsellers The Customer Service Survival Kit (AMACOM, 2013) and What to Say to a Porcupine (AMACOM, 2008), as well as How to Tell Anyone Anything (AMACOM, 2009), which explores how to handle difficult workplace conversations.
If you are looking for "smile training" or basic advice on communications skills, there are lots of books out there. But if you want to learn what to say to someone after you've just towed their car away - or how to talk to a co-worker who needs to shower more often - or what will defuse a toxic boss - you've come to the right place! Enjoy my books, or Google me to learn more. Welcome!
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Destination, rates & speedsSeller: Better World Books: West, Reno, NV, U.S.A.
Condition: Very Good. Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # 4784875-6
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Seller: Better World Books, Mishawaka, IN, U.S.A.
Condition: Good. Used book that is in clean, average condition without any missing pages. Seller Inventory # 10621720-6
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Seller: Better World Books: West, Reno, NV, U.S.A.
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unknown_binding. Condition: Very Good. Crease on cover*. Seller Inventory # mon0000639698
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Seller: Wonder Book, Frederick, MD, U.S.A.
Condition: Very Good. Very Good condition. Good dust jacket. Hardcover edition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp. Seller Inventory # H04L-00206
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Seller: HPB-Ruby, Dallas, TX, U.S.A.
unknown_binding. Condition: Very Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority! Seller Inventory # S_431735866
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Seller: HPB-Diamond, Dallas, TX, U.S.A.
unknown_binding. Condition: Very Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority! Seller Inventory # S_444172177
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Seller: medimops, Berlin, Germany
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