About the author

 

 

 

 

 

 

 

 

 

Rich Gallagher is one of the nation's leading experts on communications skills. His eight nationally published books include What to Say to a Porcupine (AMACOM, 2008), a national #1 customer service and business humor bestseller and finalist for 2008 Business Book of the Year, as well as his latest book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work.

 

A former customer service executive as well as a popular public speaker, Rich focuses on the mechanics of what to say in difficult situations, based on the latest principles of behavioral psychology. His lengthy management career includes:

 

• Helping to lead a West Coast software startup to become a major NASDAQ firm as its director of customer services,

 

• Leading another major 24x7 call center to near-perfect customer satisfaction ratings and near-zero turnover,

 

• Heading his own training and development firm Point of Contact Group, where he has taught over 10,000 people how to take control of any interpersonal situation.

 

Rich's other books include The Soul of an Organization and Smile Training Isn't Enough, both of which were book club selections that reached the Amazon.com top 3000. He is also the subject matter expert for the American Management Association's top-selling Communication Bootcamp training program. Rich’s materials have been excerpted in Dale Carnegie training and elsewhere, and he is a veteran of numerous speaking engagements, media appearances and corporate workshops.

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How to Tell Anyone Anything

Breakthrough Techniques for Handling Difficult Conversations at Work