Chapter 1

THE SCIENCE BEHIND THE ART

To be persuasive we must be believable; to be believable we must be credible; to be credible we must be truthful.

—EDWARD R. MURROW,AMERICAN BROADCAST JOURNALIST

 

Implementing the strategies you’ll need to win over angry, worried, and suspicious people involves a mixture of art and science. In this book, we’re going to focus mostly on the art: how to tell a story; how to weave your messages into responses to difficult questions; how to use verbal and nonverbal cues to build trust and credibility; how to avoid traps and escape from them if you fall in. One of the messages I hope to drive home is that communicating in tough situations is in large part a performance, similar to what a singer does on stage ...

Get What to Say When Things Get Tough: Business Communication Strategies for Winning People Over When They're Angry, Worried and Suspicious of now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.