How to Think on Your Feet 0722529635

Table of contents :
How to Think on Your Feet - Front Cover
Half-title
Blurb
Title Page
Printer's Imprint
Acknowledgments
Contents
Preface
1. What Does It Mean to Think on Your Feet and Why Is It Important?
Goals of Thinking on Your Feet
An Easy Skill to Master
How Do You Learn This Communication Skill?
Why Is It Important to Think on Your Feet?
2. Do You Need to Think on Your Feet?
3. About Questions
Yes-No Question Patterns
Problems with Yes-No Patterns
Communication Involves a Contract
Closed Information Questions
Open Information Questions
Open-Ended Questions
4. About Answers... And Responses—Why a Response Is Usually Better Than an Answer
How Much Information Should Be Given?
What If You *Want* to Give More Information?
The Basic Communications Exchange
Do You Have to Answer the Question at All?
5. Responding to Easy Questions—The Kind You Can and Want to Answer
How Can You Be Successful?
Listen—Pay Attention to What’s Been Said
Pause to Organize
Repeat the Question
Give the One Main Support
*Stop*—Don’t End on an Excuse
6. Responding to Difficult Questions
Again, Give a Response, Not an Answer
Buy Time to Think
Buy Time with a Pause
Buy Time with a Nonverbal Gesture
7. Get a Better Question to Answer
How Can You Get a Better Question?
Ask to Have the Question Repeated
Ask a Question of Your Own
Ask for Clarification
Ask for a Definition
Clarify or Define a Point Yourself
8. Hedging, But Still in Control
Tactics for Hedging Professionally
Respond to One Aspect of the Question
Refocus the Question
“Discuss” the Question
Building a Bridge Between the Inappropriate Question and the Appropriate Response
9. Responding with Positive Words to Negative Questions
Who Asks These Kinds of Questions
10. Getting Someone Else to Answer the Question
Let Them Speak—or Not?
Not an In-House Situation?
Redirect the Question
The Absolutely Positively Rules
11. Delivery—The Real Secret to Success
Tips on Delivery
Eye Contact Counts
Responses That Require Superb Delivery
“I Don’t Know, But...”
The Direct Approach to a Tough Question
How Long Should You Respond to Open-Ended Questions?
12. Opportunities to Buy Time When Responding Over the Telephone
13. Beyond Questions: Other Opportunities to Think on Your Feet
Representing Yourself with Poise
Saying a Few Words
Funny One-Liners
Rear Cover