Overview
"Q: What's the one skill that every great leader needs to have?
A: The ability to ask and answer the right questions"
"Great leaders have many talents, but one critical skill -- often
unrecognized -- is the ability to ask and answer questions. This unique
book offers 78 questions that leaders at all levels need to ask and
answer both inside and outside the organization.
Leaders who master this question-response technique will gain much
useful information about what is really going on in their businesses, as
well as the admiration of employees, customers, and others with whom
they interact.
The questions and answers cover a range of common and uncommon
situations, including: the need to connect employees' efforts to company
goals; layoffs, business downturns, and mergers; personal crises of
employees; coaching and mentoring sessions; and customer retention.
The book even includes advice on answering questions when the answer is
""I don't know"" or ""I can't tell you."" With worksheets in each
chapter, it prepares leaders to ask important questions of:
* Customers (""Why do you do business with our competition?"")
* Employees (""What's a recent management decision you didn't
understand?"")
* And even themselves (""What do I want to be remembered for?"")"
About the Author
Chris Clarke-Epstein (Wausau, WI) is a consultant, seminar leader, and
author of several books, including
The Instant Trainer. A noted
public speaker, she is past President of the National Speakers
Association.
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Table of Contents
"Chapter 1: Questions Leaders Need to Ask Themselves
Chapter 2: Questions Leaders Need to Ask Customers
Chapter 3: Questions Leaders Need to Ask Employees about the Business
Chapter 4: Deeper Questions Leaders Need to Ask Employees
Chapter 5: Questions to Ask in Special Situations
Chapter 6: Questions Leaders Need to Answer
Chapter 7: Answers For Special Situations
Chapter 8: Simple, Tough Answers
Chapter 9: Final Questions
Appendix: Good Questions from Other Leaders"
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