Advance praise for The Communication Problem Solver:
‘‘You must read this book to conquer communication concerns once and
for all. Nannette Carroll’s The Communication Problem Solver is content-
rich with how-tos and step-by-step processes that you can apply imme-
diately. It is bursting with stories of real managers wrestling with actual
—Dr. Tony Alessandra, author, Communicating at Work and The NEW Art of Managing People
situations.’’
‘‘Examine any career setback and it’s likely to stem from problems in
interpersonal communication. It may be unclear expectations, a lack of
listening, not empathizing, or any number of other preventable prob-
lems. This book will show you, easily and practically, just how to change
problems into successes and how to avoid future communication prob-
lems. Nannette Carroll has done a fine job of building your tool kit. Keep
—Jim Cathcart, founder, www.Motivation.tv, and author, Relationship Intelligence (cid:2)
it handy every day.’’
‘‘An employee misses a deadline—again. Two coworkers aren’t getting
along. A meeting deteriorates into blaming and shaming. Would you like
to know how to handle these all-too-common workplace challenges?
Buy this book. It’s packed with specific suggestions on how to turn con-
—Sam Horn, author, POP!, Tongue Fu!, and What’s Holding You Back?
flict into cooperation and reasons into results. Read it and reap.’’
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THE COMMUNICATION PROBLEM SOLVER
Simple Tools and Techniques for Busy Managers
Nannette Rundle Carroll
American Management Association New York • Atlanta • Brussels • Chicago • Mexico City • San Francisco Shanghai • Tokyo • Toronto • Washington, D.C.
Special discounts on bulk quantities of AMACOM books are available to corporations, professional associations, and other organizations. For details, contact Special Sales Department, AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019. Tel: 800-250-5308. Fax: 518-891-2372. E-mail: specialsls@amanet.org Website: www.amacombooks.org/go/specialsales To view all AMACOM titles go to: www.amacombooks.org
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Library of Congress Cataloging-in-Publication Data has been applied for and is on record with the Library of Congress.
(cid:3) 2010 Nannette Rundle Carroll All rights reserved. Printed in the United States of America.
This publication may not be reproduced, stored in a retrieval system, or transmitted in whole or in part, in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of AMACOM, a division of American Management Association, 1601 Broadway, New York, NY 10019.
Printing number
10 9 8 7 6 5 4 3 2 1
To Chuck and Danielle, communicators extraordinaire, who are my muses and loving support
and
In loving memory of Coach Bob Rankin, who energized athletes, business colleagues, family, and friends with his message, ‘‘Stay Positive!’’
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Contents
Foreword by Michael Soon Lee—ix
Preface—xi
Acknowledgments—xv
PART I: THE SECRETS TO CREATING AND SUSTAINING ENERGIZED
RELATIONSHIPS—1
Chapter 1:
The Power of Relationship—3
Chapter 2:
Setting Expectations with Turbocharged Clarity—20
Chapter 3: Communicating Your Expectations: What to Say and
How to Say It—44
PART II: HOW TO USE YOUR PROCESS SKILLS TO PREVENT AND SOLVE
COMMUNICATION PROBLEMS—65
Chapter 4: Workflow Management: Communication Tools—69
Chapter 5:
Top-Tier Questioning Techniques—81
Chapter 6: How to Break the Judging Habit—101
Chapter 7: Common People Problems—A Handy
Reference—129
PART III: LEADING COLLABORATIVE CONVERSATIONS—169
Chapter 8: Giving Feedback—Sweet or Sour?—175
Chapter 9: Compelling Coaching Techniques—196
—vii
C ONTENTS
Chapter 10: DREAM Delegating Ensures Clarity and
Collaboration—220
Chapter 11: Don’t Have Time to Listen? Try These Tips—240
Conclusion: Be a Gold Medal Communicator!—250
Appendix A: Basic Job Expectations—265
Appendix B: Communication Issues Unique to First-Time
Managers—271
Index—279
About the Author—285
viii—
Foreword
As a professional speaker, author, professor, and motion picture actor I
like to think of myself as a good communicator. Yet, there are always
times when I just don’t know how to express what I want or what I say
is not perceived the way I had intended.
Communication seems so simple—so why is it so hard? It is the most
important skill for success in business as well as in life. Studies show
that people in organizations typically spend over 75 percent of their time
in interpersonal situations.
That is why Nannette Rundle Carroll’s book, The Communication
Problem Solver: Simple Tools and Techniques for Busy Managers, is so
valuable. It is a practical, hands-on, no-nonsense approach to how to
get your message across clearly and concisely. What I believe separates
this book from others on the topic are the practical tools like the step-
by-step how-to’s and the real-world management examples. They cut
through the theories to enable you to analyze your communication skills
and challenges.
Most important, The Communication Problem Solver shows how to
develop clarity that builds trust, relationships, and communication with
others. I wish I could have had this resource on my bookshelf when I
was the dean of a university business school. Dealing with students, fac-
ulty, staff, and administration challenged all of my communication skills
and then some. This book would have made my life so much easier. I
trust it will help you in all of your communications, regardless of the
—ix
situation.
