Why didn't you say that in the first place? Book

Misunderstanding at work seems to be business as usual - yet nothing is more unproductive, costly, or frustrating. It frays tempers, saps energy, and causes errors, delays, and even lawsuits. Is there any way out? Richard Heyman offers a path to clear communication by demonstrating how we can always reach full mutual understanding with others by using the power of plain talk in a systematic way. In this lively, down-to-earth book, he explains why creating understanding is such a challenge: we can only understand each other by interpreting what we hear or read - and no two people interpret the same words in exactly the same way. The success or failure of our communication depends largely on us, and Heyman shows how we can all make a difference. Drawing on insights from the study of everyday talk and from his wealth of experience addressing business communication problems, Heyman offers step-by-step methods for using strategic talk to create shared contexts for understanding and clear communication. Sample conversations, stories, examples, and checklists show how misunderstanding can be prevented when we understand the inherent ambiguities of language and use our skills as both speaker and listener to create shared meaning; forget about stereotypes and use strategic talk to communicate with everyone at work; learn to systematically use questions, examples, and paraphrasing in our everyday talk; and build a culture that encourages people to say, without fear, "I don't understand." Why Didn't You Say That in the First Place? provides a practical guide for speaking and writing to be understood - the first time!