What to Say and How to Say It

All of us struggle at times with finding
the right words to say to an employee, a friend, a spouse,
or a neighbor. We tend to be timid and hide our true
feelings because we are not sure how to respond. What to Say
and How to Say It provides us with a guide or road map on
how to handle difficult situations and do so in a most
professional manner. It's a proven fact that the best
communicators are not the best talkers; they are the best
listeners. What to Say and How to Say It-based on the
compelling research supporting emotional intelligence and
the work of Daniel Goleman, author of Emotional Intelligence
and Social Intelligence-gives specific prompts or language
helpful for entering, engaging in, and exiting courageous
conversations. Courageous conversations are those
discussions we all need to have, oftentimes with people we
care about, don't care about, or need to care about. These
are the conversations that will help us make it through
difficult times, get over hurdles that are blocking
relationship building, and improve living and working
conditions for everyone involved. Skills in courageous
conversations help to build emotional intelligence.