An updated and revised edition of one of our bestselling books in the series. Perfect Phrases for Managers and Supervisors helps readers do everything from setting a tone of mutual trust to conducting interviews and performance reviews to disciplining problem employees.

Introduction: How Perfect Phrases Help You Manage More EffectivelyThe Challenge of the Accidental ManagerWhy Perfect Phrases? The Importance of Managing Your WordsThe Value of ScriptingHow to Use This BookChapter 1. The Principles That Make PowerPhrases Perfect PhrasesThe Rules of Responsible CommunicationThe Rules of Responsible Communication in FullPowerPhrases: The Perfect Phrases to Use for Responsible CommunicationChapter 2. Put Your Best Foot Forward: Perfect Phrases to Establish Your New RolePerfect Phrases to Address Former Peers Who Are Now Your EmployeesPerfect Phrases to Address Friends Who Are Now Your EmployeesPerfect Phrases to Address Employees Who Wanted the Promotion You GotPerfect Phrases to Address the Acting Supervisor You Are ReplacingPerfect Phrases to Set the TonePerfect Phrases for Your Initial Employee MeetingsPerfect Phrases to Handle Questions You Can't AnswerPerfect Phrases to Establish Yourself with Your BossPerfect Phrases for Handling Employees Who Think They Are in ChargePerfect Phrases to Introduce Hands-on InvolvementPerfect Phrases to Announce Changes GracefullyPerfect Phrases to Handle Resistance to ChangePerfect Phrases to Support a Change You Don't Agree WithChapter 3 Perfect Phrases to Create a Mission-, Vision-, and Values-Based TeamPerfect Phrases to Establish MissionPerfect Phrases to Establish VisionPerfect Phrases to Establish ValuesPerfect Phrases to Make the Mission, Vision, and Values RealChapter 4. Perfect Phrases to Foster an Open Communication CulturePerfect Phrases to Ensure That You Are Kept in the LoopPerfect Phrases to Encourage FeedbackPerfect Phrases to Encourage Questions on Policies and DirectivesPerfect Phrases to Get a Quiet Employee to Open UpPerfect Phrases to Encourage Employees to Communicate Directly and Effectively with Each OtherPerfect Phrases to Encourage Employees to Admit MistakesPerfect Phrases to Promote DiversityPerfect Phrases to Encourage Employees to Resolve ConflictPerfect Phrases to Invite Feedback About Your Performance as ManagerChapter 5. Perfect Phrases to Ace the Interview You ConductPerfect Phrases to Learn Facts and Personal InformationPerfect Phrases to Learn Work Styles and PreferencesPerfect Phrases to Learn Work ExpectationsPerfect Phrases to Learn Work PerceptionsPerfect Situation-Specific QuestionsPerfect Phrases to Learn Interpersonal SkillsPerfect Phrases to Determine Self-Directedness and Personal MotivationPerfect Phrases to Determine Leadership QualitiesPerfect Phrases to Determine ExperiencePerfect Phrases to Determine Education and TrainingPerfect Phrases to Determine Career GoalsPerfect Phrases to Determine Self-AssessmentPerfect Phrases to Determine CreativityPerfect Phrases to Determine DecisivenessPerfect Phrases to Determine MotivationPerfect Phrases to Determine Work StandardsPerfect Phrases to Determine Presentation SkillsPerfect Phrases to Determine Written Communication SkillsPerfect Phrases to Determine FlexibilityPerfect Phrases to Determine Stress TolerancePerfect Multipurpose Interview Sentence StemsChapter 6. Perfect Phrases for OrientationPerfect Phrases to Greet and WelcomePerfect Phrases to Create Safety and Reassure the New EmployeePerfect Phrases to Introduce the New Employee to the CompanyPerfect Phrases to Reinforce Disciplinary PoliciesPerfect Phrases to Get the New Employee StartedPerfect Phrases to Establish FeedbackPerfect Phrases to Introduce the New Employee to the CultureChapter 7. Perfect Phrases for DelegationPerfect Phrases to Encourage Buy-inPerfect Phrases to Express the Benefit of an AssignmentPerfect Phrases to Ensure Clarity in DelegationPerfect Phrases to Ensure Understanding of an AssignmentPerfect Phrases to Elicit Input During DelegationPerfect Phrases to Make Sure a Task Is AcceptedPerfect Phrases to Eliminate Reverse DelegationPerfect Phrases to Refuse an Employee RequestPerfect Phrases to Credential Your EmployeesPerfect Phrases to Follow up on Delegated ProjectsChapter 8. Perfect Phrases to Set and Communicate Standards and GoalsPerfect Phrases to Set Job StandardsPerfect Phrases to Gather Input to Identify Job StandardsPerfect Phrase Questions to Ask Employees Currently or Formerly in the Position to Determine Job StandardsPerfect Phrase Questions to Ask Those Who Depend on the Position to Determine Job StandardsPerfect Phrases to Ensure Agreement to Job StandardsPerfect Phrases to Reinforce Job StandardsPerfect Phrases to Negotiate Performance GoalsPerfect Phrases to Ensure Agreement to Performance GoalsChapter 9. Perfect Phrases to Coach EmployeesPerfect Phrases for Informal InteractionPerfect Phrases to Uncover Employee StrengthsPerfect Phrases to Build Employee StrengthsPerfect Phrases for Positive ReinforcementPerfect Phrases to Uncover and Address Issues and ObstaclesPerfect Phrases to Develop SolutionsPerfect Phrases to Address Personal IssuesPerfect Phrases to Counsel Employees Going Through a Difficult TimeChapter 10. Perfect Phrases to Handle Employee Performance and Behavior ProblemsPerfect Phrases for Real-Time Corrective Verbal FeedbackPerfect Phrases to Turn Informal Feedback into Verbal WarningsPerfect Phrases for Written Warnings and Counseling SessionsPerfect Phrases to Suspend an EmployeePerfect Phrases to Inform Employees About an Employee on SuspensionPerfect Phrases to Receive a ComplaintPerfect Phrases to Inform an Employee of a ComplaintPerfect Phrases to Interview Witnesses About a ComplaintChapter 11. Perfect Phrases for Conducting Performance ReviewsPerfect Phrases to Announce a Performance Review and Advise the Employee to PreparePerfect Phrases to Set Expectations and Create EasePerfect Phrases to Review PerformancePerfect Phrases to Address Poor Performance During the ReviewPerfect Phrases to Develop Goals During the ReviewPerfect Phrases to Create an Improvement PlanChapter 12. Perfect Phrases for TerminationPerfect Phrases to Open a Meeting to Terminate Due to PerformancePerfect Phrases to Explain the Situation and Terminate Due to PerformancePerfect Phrases to Open a Meeting to Terminate Due to CutbacksPerfect Phrases to Explain the Situation and Terminate Due to CutbacksPerfect Phrases to Reaffirm the Employee and Close the MeetingPerfect Phrases to Answer Common Termination QuestionsPerfect Phrases to Tell Other Employees About a TerminationPerfect Phrases for the Exit InterviewChapter 13. Perfect Phrases for Meetings and AnnouncementsPerfect Phrases to Keep the Meeting on TrackPerfect Phrases to Bring up an IssuePerfect Phrases to Emphasize a PointPerfect Phrases to Handle InterruptionsPerfect Phrases to Elicit OpinionsPerfect Phrases to Comment on OpinionsPerfect Phrases to Correct InformationPerfect Phrases to Focus DecisionsChapter 14. Perfect Phrases That Empower EmployeesPerfect Phrases to Express AppreciationPerfect Phrases to MotivatePerfect Phrases to Create AutonomyChapter 15. Perfect Phrases to Communicate Up the LadderPerfect Phrases to Stay in Sync with Your BossPerfect Phrases to Disagree with Your BossPerfect Phrases to Warn Your Boss of Developing ProblemsPerfect Phrases to Refuse the Boss's Request and Focus PrioritiesPerfect Phrases to Manage a Difficult BossPerfect Phrases for Bringing an Idea to Your BossPerfect Phrases to Break Bad News to the BossPerfect Phrases to Support Your Team When Reporting to the BossPerfect Phrases to Give Due Credit to Your TeamChapter 16. Tips for Making Your Perfect Phrases PowerPhrasesBody LanguageTone of VoiceBalance of PowerThe 24-Hour RuleWhen Silence Is Golden