by Leonard S. Greenberger | Released April 2013 | ISBN: 9780071834223

BREAK THROUGH ANYONE'S ANGER AND WIN THEIR TRUST IN CRISES LARGE AND SMALLLeonard S. Greenberger is a partner at one of today's most successful public relations firms. In What to Say When Things Get Tough, this seasoned expert offers verbal and nonverbal skills for handling communication crises in any public forum."This book is one of the best guidebooks on the practice of public relations that I have seen." -- Jim Owen, Executive Director, Member Relations, Edison Electric Institute"If you want to learn why PowerPoint is a very poor way to present, why empathy works wonders, how positive messages, eye contact, and the right facial expressions can add up to make you overwhelmingly effective--or not--then this book is for you." -- Ari Weinzweig, cofounder and founding partner, Zingerman's, and author of Zingerman's Guide to Giving Great Service and Zingerman's Guide to Good Leading"Every business professional should have a copy on the shelf and pull it down whenever a tough situation presents itself." -- Win Porter, President, Waste Policy Center, former Assistant Administrator for Solid Waste and Emergency Response, U.S. Environmental Protection Agency Show and hide more

1. Open 00:00:30
2. Preface 00:08:22
3. Introduction 00:21:24
4. Chapter 1: The Science Behind The Art 00:17:30
5. Chapter 2: Laying The Foundation 00:33:24
6. Chapter 3: The Lost Art Of Storytelling 00:22:04
7. Chapter 4: Real Risk vs. Perceived Risk, Or Why We Drive 00:38:20
8. Chapter 5: The CODE For Trust And Credibility 00:26:54
9. Chapter 6: Nonverbal Messages And Their Impact On The CODE 00:37:12
10. Chapter 7: The Credibility Gender Gap 00:21:19
11. Chapter 8: Mastering the Media 00:39:50
12. Chapter 9: Avoiding And Escaping Traps 00:30:04
13. Chapter 10: The CAN Response 00:24:28
14. Conclusion 00:13:36
15. Close 00:00:40
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