Articles by Jan
Jan's reading list
  Jan's reading list

Communicating with anyone
Communicating with customers & clients
Communicating with the other gender
Communicating as a leader
Communicating in writing
Communicating visually
Classics to read—or read again

Communicating with anyone

Alessandra, Tony. The Platinum Rule. (Communication styles) Warner Books, NY. 1996.

Banville, Thomas G. How To Listen, How To Be Heard. Nelson-Hall, Chicago, 1978. (Out of print, but available on Amazon—worth the search!)

Decker, Bert. You've Got To Be Believed To Be Heard. St. Martin's Press, NY, 1992.

Fleming, Dr. Carol. The Sound of Your Voice. Simon & Schuster Sound Ideas, NY, 1988. (CDs are available at some libraries and her website: speechtraining.com. This is a step-by-step guide through the fundamentals of good, confident vocal technique─not her audio book.)

Goleman, Daniel. Emotional Intelligence: Why It Can Matter More Than IQ. Bantam Dell, NY, 1995. (Or go to hbr.org, the Harvard Business Review website, and sign in to receive a pdf of his article: What Makes a Leader?)

Kushner, Malcolm. The Light Touch. (Humor) Simon & Schuster, NY, 1990.

Mackoff, Barbara, Ph. D. What Mona Lisa Knew. (Humor) Lowell House, Los Angeles, 1990. (Out of print, but available on Amazon.)

Medina, John. Brain Rules: 12 Principles for Surviving and Thriving at Work, Home and School. Pear Press, Seattle, WA, 2008.

Morgan, Nick. Trust Me: Four Steps to Authenticity and Charisma. Jossey-Bass, SF, 2009.

Patterson, Grenny, McMillan and Switzler. Crucial Conversations.  McGraw-Hill. NY, 2002.

Pease, Barbara and Pease, Allan. The Definitive Book of Body Language. Bantam Books, NY, 2006.

Seligman, Martin E.P., Ph.D. Learned Optimism. Simon & Schuster, NY, 1990. (This will get you thinking! If you have kids, it's a must read.)

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Communicating with customers & clients

Albrecht, Karl. At America's Service. Warner Books, NY, 1988.

Doane, Darryl S. and Rose D. Sloat. Excuses, Excuses, Excuses. HRD Press, Inc., Amherst, MA, 2001.

Goodman, Gary S., Ph.D. Monitoring, Measuring, & Managing Customer Service. Jossey-Bass: A Wiley Company, San Francisco, 2000.

Morrison, Conaway and Borden. Kiss, Bow, or Shake Hands: How to do Business in Sixty Countries. Adams Media Corporation, Holbrook, MA, 1994.

Pine, Joseph and Gilmore, James H. The Experience Economy. Harvard Business School Press, Boston, MA, 1999.

Tate, Rick and Josh Stroup. The Service Pro: Creating Better, Faster and Different Customer Experiences. HRD Press, Inc., Amherst, MA, 2003.

Whitely, Richard. The Customer Driven Company. Addison-Wesley, Reading, MA, 1991.

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Communicating with the other gender

Tannen, Deborah. You Just Don't Understand. William Morrow & Co. NY, 1990. (You'll think she lived with you for at least a year! How does she know all this?)

Tannen, Deborah. Talking from 9 to 5. William Morrow & Co. NY, 1994.

Tanenbaum, Joe. Male & Female Realities. Candle Pub. Co. Sugar Land, TX, 1989.

Tingley, Judith C. Genderflex. AMACOM, NY, 1994.

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Communicating as a leader

Bennis, Warren. On Becoming a Leader. Basic Books, NY, 2003. (The leadership classic updated and expanded.)

Bethel, Sheila Murray, Ph. D. A New Breed of Leader: 8 Leadership Qualities that Matter Most in the Real World. Berkley Books, NY, 2009.

Charan, Drotter and Noel, The Leadership Pipeline: How to Build the Leadership-Powered Company. Jossey-Bass, CA. 2001.

Goldsmith, Marshall. What Got You Here Won’t Get You There. Hyperion, NY, 2007. (Marshall offers a wonderful technique called Feedforward.)

Katzenbach, John. Why Pride Matters More Than Money. (What motivates employees and what doesn't.)

Lencioni, Patrick. The Five Dysfunctions of a Team. Jossey-Bass, San Francisco, CA, 2002.

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Communicating in writing

Gucker, Philip. Essential English Grammar. Dover Publications, Inc. NY, 1966.

Buzan, Tony. Use Both Sides of Your Brain. (Mind Mapping) E.P. Dutton. NY, 1976.

Sabin, William A. The Gregg Reference Manual. Glencoe-McGraw Hill, NY, 2010. (THE referencea must have!)

Strunk and White. The Elements of Style. MacMillan Publishing Co. NY, 1979.

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Communicating visually

Bly, Robert W. Create the Perfect Sales Piece: How to Produce Brochures, Catalogs, Fliers and Pamphlets. John Wiley & Sons. NY, 1985.

Parker, Roger C. Looking Good in Print. Ventana Press, Inc. Chapel Hill, NC, 1993.

Parker, Roger C. The Makeover Book. Ventana Press, Inc. Chapel Hill, NC, 1989.

Wheildon, Colin. Type and Layout. Strathmoor Press, 1995.

Williams, Robin. The Non-Designer's Design Book. Peachpit Press, Berkeley, CA, 1994. (This is my favorite! And it's not the comedian moonlighting!)

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Classics to read—or read again

Carlzon, Jan. Moments of Truth. Ballinger Publishing Company, Cambridge, MA, 1987.

Carnegie, Dale, How to Win Friends & Influence People. Simon & Schuster, Inc. NY, 1936 & 1981.

Covey, Stephen R. The 7 Habits of Highly Effective People. Simon & Schuster Inc. NY, 1989.

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© Jan M. McLaughlin 2007-2016     206.818.6689                 
    Jan@YourCommunicationConnection.com