Chapter 25: 19 The Language of Reassurance.Chapter 24: 18 How to Diagnose a Verbal Encounter.Chapter 23: 17 Readin’, ’Ritin’, and Rhetoric.Chapter 22: 16 What Makes This All So Difficult. Chapter 21: 15 The Third Great Communication Art: Mediation.Chapter 20: 14 The Second Great Communication Art: Translation.Chapter 19: 13 The First Great Communication Art: Representation.Chapter 18: 12 The Five-Step Hard Style.Chapter 17: 11 Verbal Judo Versus Verbal Karate.Chapter 16: 10 The Only Way to Interrupt People and Still Have Them Love You.Chapter 15: 9 The Greatest Speech You’ll Ever Live to Regret.Chapter 14: 8 The Most Powerful Word in the English Language.Chapter 13: 7 The Crucible of the Street.Chapter 12: 6 Eleven Things Never to Say to Anyone (And How to Respond If Some Idiot Says Them to You).Chapter 11: 5 The Nice, the Difficult, and the Wimp.Chapter 10: 4 Taking Crap with Dignity.Chapter 8: 2 Motivating the Disagreeable.
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