Thursday, January 22, 1998

Book gives words you should have used

By DOUG WILLIAMSON / Abilene Reporter-News

If you have ever wished you had handed a management situation differently, Dr. Donald Weiss has a word for you.

In fact, he gives you the words you should have used in those touchy times in the workplace.

Weiss, CEO of Self-Management Communications Inc. and a respected senior training and development executive, can put words into your mouth through his recent paperback, Why Didn't I Say That?!: What to Say and How to Say It in Tough Situations on the Job.

This is one of the most practical business advice books around. He gives dialogues for a dozen and a half real businessplace situations managers may face at any time in their careers. An example:

Weiss explains how to place a person on performance probation, and eventually dismiss him. He gives examples for a manager who us dealing with an ideal situation and one where the employee is very angry. When dealing with the mad worker in these circumstances, the consultant suggests saying things like:

"We've talk about this before, and these are the standards that have to be met."

"Here are performance problems on which we have to work."

"I see you are angry about this."

"How do you see the situation?"

"What are the alternatives you see?"

"How can we resolve this together?"

"Here's what I (see/think/feel) about ..."

But Weiss does not stop there. He creates give-and-take dialogue to show how to use the sentences or phrases in a confrontational time.

Workplace situations discussed in the book include:

n Giving feedback.

n Problem solving.

n Encouraging others.

n Interviewing prospective employees.

n Providing effective orientation.

n Reviews and appraisals.

n Coaching to improve performance.

n Coaching for growth and development.

n Communicating with difficult people.

n Managing differences.

n Investigating harassment claims.

n Building relationships.

n Taking corrective action.

n Firing rule breakers.

n Implementing the decision to downsize.

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Why Didn't I Say That?!: What to Say and How to Say It in Tough Situations on the Job., (AMACOM Books, $17.95, 224 pages).