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Adams, Abigail, 6, 15
Adams, John, 6, 15
Addicted person, intervention with, 186–90
Adult children, moving out of parent’s house, 5, 151–55
Airline upgrades, 217–21
Anger, 25, 108, 181
Apologies, 180–81
Arizona Republic, 133
Baltimore Sun, 131
Bank of America, 65
Bankrate.com, 218
Barker, Jeff, 95, 99, 133–35, 196, 218
Belowmarket sales, 201–4
Bereaved, condolences for, 56, 191–95
Bierce, Ambrose, 108
Breaking up, 177–79
Broadcast interviews, 132–36
Buchanan, Pat, 133, 135
Budget management between spouses, 155–59
Budgetary requests, 79–87
Bullies, Tyrants, and Impossible People (Shapiro), 118–19
Bullying boss, 5, 118–23
Bush, George W., 133, 134
Buzzwords, 134
Caring.com, 170
Civil War, 25
Closedmindedness, 138, 143
College admissions process, 225
Comedians in Cars Getting Coffee (Internet show), 51–52
Condolences, 191–95
Confidence, 37–39, 46, 47, 80, 117, 138
Connecticut school shootings, 147–50
Constructive criticism, 94–97, 118
Consumer issues, 5, 201–27
admission to exclusive groups, 224–27
airline upgrades, 217–21
belowmarket sales, 201–4
defective products, 205–11
early termination of lease, 214–16
house prices, 211–13
overzealous contractors, 221–24
Contingency planning, 44, 46, 70–74, 113, 176, 186
Contractors, overzealous, 221–24
Coworkers, personal attacks of, 123–27
Crackle, 51
Criticism, constructive, 94–97, 118
Dare to Prepare (Shapiro), 3, 230
DeCesaris, Geaton, 191–94
DeCesaris, JoAnn, 191–94
Defective products, reimbursement or replacement for, 205–11
Delivery step in scripting, 14, 18, 37–47, 55, 70, 121, 229, 230, 237
Dell’Antonia, KJ, 148
Denial
of budgetary requests, 84–87
of loan requests, 182–86
of subordinate’s request for leave, 90–94
Detachment, 107
Devil’s advocacy step in scripting, 6, 14–16, 18, 21, 22, 25, 27–35, 37, 39, 45, 55, 70, 80, 84, 85, 121, 140, 144, 166, 184, 212, 229, 230, 237
Discharge of employees, 87–90
Disputing performance reviews, 114–18
Divorce, 137, 139–40, 156
talking to kids about, 159–64
Drafting step in scripting, 14, 15, 18, 19–26, 45, 55, 70, 121, 229, 230, 237
Driving, elderly and, 5, 167–72
Drug abuse, interventions for, 186–90
Duke University, 130–31
Elderly drivers, 5, 167–72
Emotional response
to breaking up, 177, 179
to bullying boss, 119
to defective products, 206, 207, 211
to discharge, 88, 90
to divorce, 159, 160, 163
to inheritance squabbles, 164, 167
to intervention, 187, 190
to loan denial, 185, 186
to marital budget, 155–56
to performance reviews, 116
to unfair compensation, 108
Employees, problems facing, 103–27
asking for raises, 107–9
bullying boss, 5, 118–23
confronting sexual harassment, 110–13
disputing performance reviews, 114–18
inquiring about job interview status, 57, 103–7
personal attacks of coworkers, 123–27
Employment issues, 2, 22–25, 30–34, 41–45
Engel, Beverly, 181
Exclusive groups, admission to, 224–27
False accusations, 124, 125
Family matters, 137–72
adult child moving out of parent’s house, 5, 151–55
budget management between spouses, 155–59
elderly drivers, 5, 167–72
inheritance squabbles, 164–67
prenuptial agreements, 137–42
talking to kids about divorce, 159–64
talking to kids about national tragedies, 147–51
talking to kids about sex, 142–47
Feedback, employee, 94–97
Firm commitment, 81
Forbes, Steve, 133
Friendship, 173–99
asking roommate to move out, 173–77
breaking up with girlfriend or boyfriend, 177–79
condolences for bereaved, 56, 191–95
discharge and, 87–90
intervening with addicted person, 186–90
making amends, 180–82
rejecting loan requests, 182–86
talking to someone with terminal illness, 195–99
Fund-raising, 74–78
Generators, 202–3
Gibson, Larry, 27
Global warming, 201
Goldwater, Barry, 135
Google, 95
Home prices, 2–3, 19–20, 211–13
Hotel upgrades, 219
Hull, Jane, 134
Ifill, Gwen, 134–35
Improvisational theater, 38
Impulse buying, 221–23
Inheritance squabbles, 164–67
Interruptions, preparing for, 37, 44, 45, 47
Intervention with addicted person, 186–90
Jerry Maguire (movie), 28
Job applicants, turning down, 5, 98–101
Job interview status, inquiring about, 57, 103–7
John Adams (McCullough), 6
Kids, talking to
about divorce, 159–64
about national tragedies, 147–51
about sex, 142–47
Landers, Ann, 152
Lease, early termination of, 214–16
Leave, denying subordinate’s request for, 90–94
Legal counsel, 127
prenuptial agreements and, 139–42
sexual harassment and, 110–13
Lenhart, Todd, 27
Lincoln, Abraham, 25
“Lincoln letters,” 25, 26
Loan requests, rejecting, 182–86
Maas, Michael, 14–15, 19, 20, 26, 28–30, 34, 39, 40, 188–89, 232, 233, 234
Making amends, 180–82
Managerial challenges, 79–101
Mauer, Joe, 2, 13–14, 19–21, 26, 28–30, 40–41, 45
May, Karen, 95
MBNA, 65–68
McCain, John, 133–35
McCullough, David, 6
Media matters, 40–41, 129–36
Minnesota Twins, 2, 13–15, 19–20, 28–30, 39–41, 45
Model scripts, 55–56
consumers (see Consumer issues)
family (see Family matters)
friendship (see Friendship)
managerial challenges, 79–101
media matters, 129–36
problems facing employees (see Employees, problems facing)
sales challenges, 59–78
Mosko, Steve, 51–53
National Association of School Psychologists, 148–49
National tragedies, talking to kids about, 147–51
Negotiations Institute, 60, 65, 211
New York Times, 3, 51, 95, 119, 148
Newtown school shootings, 147–50
9/11 terrorist attacks, 147
Notes, 38
Objection planner, 64–69
O’Brien, Bill, 114
PBS NewsHour, 133
Performance reviews, 95
disputing, 114–18
Prenuptial agreements, 137–42
Probing questions, 71, 72, 74, 80, 212, 213
Raises, asking for, 107–9
Real estate issues, 2–3, 19–20, 211–13
Rehearsing aloud, 37, 85, 100
Reputation, 123–25
Roommate relationships, 173–77
Rumors, 124
Sales challenges, 5, 59–78
Sandler, Paul, 27
Santa Claus, belief in, 147–48
School shootings, 147–50
Scripting
confidence and, 37–39, 46, 47, 80, 117, 138
contingency planning and, 44, 46, 70–74, 113, 176, 186
defined, 13
delivery step, 14, 18, 37–47, 55, 70, 121, 229, 230, 237
devil’s advocacy step, 6, 14–16, 18, 21, 22, 25, 27–35, 37, 39, 45, 55, 70, 80, 84, 85, 121, 140, 144, 166, 184, 212, 229, 230, 237
drafting step, 14, 15, 18, 19–26, 45, 55, 70, 121, 229, 230, 237
employment issues, 2, 22–25, 30–34, 41–45
model scripts (see Model scripts)
preparing for interruptions, 37, 44, 45, 47
probing questions, 71, 72, 74, 80, 212, 213
real estate issues, 2–3, 19–20, 211–13
resistance to, 229–30, 232–34, 237
sports contract negotiations, 2, 12–15, 19–21, 26, 28–30, 39–41, 45
see also Emotional response
Second Continental Congress, 6, 15
Seinfeld, Jerry, 51–52
Sex, talking to kids about, 142–47
Sexual harassment, confronting, 110–13
Shapiro, Cathi, 27
Smith, Bill, 20, 28–30, 34, 40
Sony Pictures Television, 51–52
Sports contract negotiations, 2, 12–15, 19–21, 26, 28–30, 39–41, 45
Stoglin, Terrell, 130–31
Supreme Court of the United States, 38–39, 45
Talking points, 133, 166
Talking to kids
about divorce, 159–64
about national tragedies, 147–51
about sex, 142–47
Television reporters, 38
Terminal illness, talking to someone with, 195–99
Texting, 129–30
Things People Say . . . (What Not to Say) (DeCesaris), 192–93
To Die For (movie), 132
Turndowns, of job applicants, 5, 98–101
Tweeting, illadvised, 129–32
Twitter, 129–32
Udall, Morris, 135
University of Maryland, 130–31
Warranties, 205–7
Weather conditions, 201–2
Weiner, Anthony, 131
Weller, George, 167–68
West Point cadets, 1–6