What to Say When Things Get Tough: Business Communication Strategies for Winning People Over When They're Angry, Worried and Suspicious of Everything You Say

BREAK THROUGH ANYONE'S ANGER AND WIN THEIR TRUST IN CRISES LARGE AND SMALL <p>Leonard S. Greenberger is a partner at one of today's most successful public relations firms. In <i>What to Say When Things Get Tough</i>, this seasoned expert offers verbal and nonverbal skills for handling communication crises in any public forum.</p> <p><i>&quot;This book is one of the best guidebooks on the practice of public relations that I have seen.&quot;</i> -- Jim Owen, Executive Director, Member Relations, Edison Electric Institute</p> <p><i>&quot;If you want to learn why PowerPoint is a very poor way to present, why empathy works wonders, how positive messages, eye contact, and the right facial expressions can add up to make you overwhelmingly effective--or not--then this book is for you.&quot;</i> -- Ari Weinzweig, cofounder and founding partner, Zingerman's, and author of <b>Zingerman's Guide to Giving Great Service</b> and <b>Zingerman's Guide to Good Leading</b></p> <p><i>&quot;Every business professional should have a copy on the shelf and pull it down whenever a tough situation presents itself.&quot;</i> -- Win Porter, President, Waste Policy Center, former Assistant Administrator for Solid Waste and Emergency Response, U.S. Environmental Protection Agency</p>