Backing off, at first sign of resist-
ance, 6–7
Backstabbers, addressing, 3
Balance, finding, in communica-
tion, 9–10
Balance of power, 11
Blame, 33, 130, 163
eliminating, 71–72
in expressing anger, 173–174
Brevity
in addressing issues, 188
in communicating feelings,
100–101
in defusing anger, 158
in expressing anger, 166–167
in expressing opinion, 91–92
in gender communication,
195–196
in handling disagreements,
176–177
listening and, 125–126
in making requests, 108–109
in perfecting connections, 82–
84
of PowerPhrase questions, 139–
140
of PowerPhrases, 13–14, 43–48
of response to put-downs, 150–
151
in saying no, 117
Bullying, 161–162
Clarifying questions, 128
Clarity
in addressing issues, 191
in communication, 15
in defusing anger, 160–162
in expressing anger, 169–170
in expressing feelings, 104–105
in expressing opinions, 95–96
in gender communication,
199–201
Clarity (cont.):
in perfecting connections, 87–
89
in saying no, 118, 120–122
Closed-ended questions, 144
Comebacks to put-downs, 150–
151
Communication
clarity in, 15
effective, 11
facing challenges in, 4–5
of feelings, 99–106
finding balance in, 9–10
method of, 207–208
need-to-know basis for, 195
Runion Rules for, 211–212
taking responsibility for, 143–
144
tone in, 16
Complaining, 66–67
Concerns, addressing directly, 32
Conciseness, 44
Conclusions, drawing, 31–32
Condescension, 12–13
Connection, PowerPhrases to per-
fecting, 81–89
brevity in, 82–84
clarity in, 87–89
goals in, 85–87
specificity in, 84–85
tone in, 89
Conversation
questions to regain control of,
145
starting and holding, 81–85
“Coulda’s,” 25
Counter-attacks, 155
Covey, Stephen, 55, 133
Coworkers, questions about deal-
ing with, 216–218
Credibility, 97
loss of, 18, 69242 Index