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Index
COVER
ALSO BY BOB BURG AND JOHN DAVID MANN
TITLE PAGE
COPYRIGHT
DEDICATION
CONTENTS
NOTE ON THE TEXT
INTRODUCTION
SECTION ONE | The Five Principles of Ultimate Influence
CHAPTER 1 | THE FIVE PRINCIPLES
CHAPTER 2 | IT’S (MUCH) MORE THAN JUST ABOUT BEING NICE
CHAPTER 3 | PERSUASION VERSUS MANIPULATION
SECTION TWO | Control Your Own Emotions
CHAPTER 4 | RESPONDING VERSUS REACTING
CHAPTER 5 | EFFECTIVELY HANDLE VERBAL ATTACKS
CHAPTER 6 | MAKE CALM YOUR DEFAULT SETTING
CHAPTER 7 | OVERCOME ANGER
CHAPTER 8 | THE PERSUASIVE POWER OF POSITIVE DETACHMENT
CHAPTER 9 | THINK BEFORE YOU SPEAK
CHAPTER 10 | AGREE TO DISAGREE
CHAPTER 11 | CONSIDER THE SOURCE
SECTION THREE | Understand the Clash of Belief Systems
CHAPTER 12 | BELIEF SYSTEMS—THE PROBLEM AND THE SOLUTION
CHAPTER 13 | “HOW WOULD YOU DEFINE . . . ?”
CHAPTER 14 | ACCEPT THE RESPONSIBILITY FOR COMMUNICATION
CHAPTER 15 | THE IMPORTANCE OF CONSCIOUS AWARENESS
CHAPTER 16 | PERSONAL OR NOT? HOW DO YOU KNOW?
CHAPTER 17 | LOVE LANGUAGES FROM LIBERTY THE CAT
CHAPTER 18 | FIRST, KNOW THE ISSUE. THEN, CHOOSE THE WORDS
CHAPTER 19 | THE ANSWER? BASED ON WHAT INFORMATION?
CHAPTER 20 | PERCEPTUAL REALITIES EQUAL DIFFERENT CONCLUSIONS
CHAPTER 21 | CHANGE YOUR NON-SERVING BELIEFS TO BE MORE PRODUCTIVE
SECTION FOUR | Acknowledge Their Ego
CHAPTER 22 | DON’T SHAME OR EMBARRASS
CHAPTER 23 | BE A JUDGE, NOT A LAWYER
CHAPTER 24 | THE PRINCIPLE OF AGREEMENT
CHAPTER 25 | EGO REPAIR
CHAPTER 26 | THE POWER OF HANDWRITTEN NOTES
CHAPTER 27 | EDIFICATION—A POWERFUL KEY TO INFLUENCE
CHAPTER 28 | DO YOU LOOK FOR DISAGREEMENT?
CHAPTER 29 | COMPLIMENT THE UNCOMPLIMENTED
CHAPTER 30 | CAUGHT IN THE ACT! . . . OF DOING SOMETHING RIGHT
CHAPTER 31 | “I APPRECIATE YA”
SECTION FIVE | Set the Proper Frame
CHAPTER 32 | POSITIVE EXPECTATION WORKS, BUT NOT WHY YOU THINK IT DOES
CHAPTER 33 | FRAMING YOUR INFLUENCE IN YOUR FIRST CONVERSATION
CHAPTER 34 | SOMETIMES, IT’S GOOD TO LET ’EM SEE YOU SWEAT
CHAPTER 35 | THE RANSBURGER PIVOT
CHAPTER 36 | THE VALUE OF THE CORRECT PHRASE
CHAPTER 37 | “WHAT CAN I DO TO HELP?”
CHAPTER 38 | WIN BY MAKING THE OTHER’S CASE FIRST
CHAPTER 39 | HELP THEM TO LIVE IN THE SOLUTION
CHAPTER 40 | AVOID NEGATIVE FRAMING
CHAPTER 41 | DON’T FALL VICTIM TO THE EITHER/OR
CHAPTER 42 | PERSUASION SECRETS OF A TEN-YEAR-OLD
CHAPTER 43 | CHANGE YOUR FRAME, CHANGE YOUR LIFE
SECTION SIX | Communicate with Tact and Empathy
CHAPTER 44 | TACT—THE LANGUAGE OF STRENGTH
CHAPTER 45 | THE BEAUTY OF EMPATHY
CHAPTER 46 | LEAD-IN PHRASES PAVE THE WAY
CHAPTER 47 | DEFLECTION VIA THE PARRY
CHAPTER 48 | KIND WORDS REGARDING YOUR COMPETITORS
CHAPTER 49 | TACT DOES NOT EQUAL COMPROMISE
CHAPTER 50 | GIVE THEM A BACK DOOR
CHAPTER 51 | HOW TO SAY NO GRACIOUSLY AND EFFECTIVELY
CHAPTER 52 | DON’T TREAD ON ME
CHAPTER 53 | TURNING DOWN AN OFFER, WHILE LEAVING ROOM FOR ANOTHER
CHAPTER 54 | DEALING WITH AN INTERRUPTER
CHAPTER 55 | THE BEN FRANKLIN METHOD FOR WINNING PEOPLE OVER
CHAPTER 56 | DR. FRANKLIN AND ANOTHER GREAT LESSON IN COMMUNICATION
CHAPTER 57 | TIMING RULES!
CHAPTER 58 | MAKE PEOPLE COMFORTABLE WITH YOU
CHAPTER 59 | COLLECTING MONEY OWED YOU IN A WINNING WAY
CHAPTER 60 | THE PLEASURE OF “MY PLEASURE”
CHAPTER 61 | DELIVER THE RIGHT MESSAGE FOR YOUR AUDIENCE
CHAPTER 62 | SEEKING FORGIVENESS
CHAPTER 63 | “ACKNOWLEDGE ME!”
CHAPTER 64 | JUST LISTEN
CHAPTER 65 | REMEMBER TO SCRATCH THE HOGS
CHAPTER 66 | THE PRE-APOLOGY APPROACH
CHAPTER 67 | INFLUENCING IN STYLE: A READER SUCCESS STORY
SECTION SEVEN | The Character of Ultimate Influencers
CHAPTER 68 | STAND FIRM ON PRINCIPLE
CHAPTER 69 | THE MASTER OF “GOODSPEAK” . . . AND INFLUENCE
CHAPTER 70 | FOCUS ON YOUR STRENGTHS BUT DON’T IGNORE YOUR WEAKNESSES
CHAPTER 71 | IGNORE PROBLEMS AT YOUR PERIL
CHAPTER 72 | WHY TOP INFLUENCERS BUILD STRONG TEAMS
CHAPTER 73 | CONSISTENCY—A PRIME INGREDIENT OF TRUST
CHAPTER 74 | GROWING FROM YOUR MISTAKES
CHAPTER 75 | SELF-CORRECTION—WHEN YOUR REPLAY SHOWS YOU FUMBLED
CHAPTER 76 | WANT TO BE AN ULTIMATE INFLUENCER? SAY LITTLE AND DO MUCH
ACKNOWLEDGMENTS
INDEX
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