The Manager's Phrase Book: 3000+ Powerful Phrases That Put You In Command In Any Situation. Alain Patrick
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ere so generous with their time, commitment, and energy, this book would never have been possible.
Preface
Are you a purchasing manager, a production manager, or an IT manager? Do you manage in marketing, sales, or finance? Is it up to you to take charge of human resources or product development? Regardless of your industry or level of experience, you have to make optimum use of all the resources you have at your disposal. Being thrust into an unpredictable situation can be difficult, and this is doubly true when you are a manager. Regardless of whether you are a seasoned manager or someone who has not yet experienced all the power, perils, and pitfalls of leading people, you will be expected to take charge and make things better for your direct reports and the company. This balancing act isn’t always easy, and it can be especially stressful if you are fumbling for words or lacking in nuance in your communications. The fact that you reached for this book means that you probably aren’t satisfied with how you’ve been handling this aspect of your job. You know you can do better, but you need some magic phrases to help kick-start the process. And because you’re busy, you need a reference tool that is concise, easy to use, and portable. In this book you’ll find hundreds of specific responses that have helped managers and would-be managers just like you take control of their communications.
My goal in writing this book was to share these talking points so that you can develop a strong and capable managerial presence in any situation. The higher up you move in the chain of command, the more readily you will need to be able to summon powerful and effective words and phrases – to motivate, to inspire, to correct, to command. Ideally they should become second nature, a part of your everyday routine. To help you do that, this book is organized into 10 easy-to-digest sections, plus one bonus section at the end. There is also a comprehensive index at the end to help you locate relevant topics easily.
The fact is, no matter how successful or seasoned you are as a manager – or even if you’ve never managed before in your life – chances are your communication skills could use some polishing. This invaluable tool will enhance your command of the idiom and allow your confidence and managerial skills to shine through. You will find it incredibly rewarding, both personally and professionally, as you learn to speak boldly, persuasively, and, perhaps most of all, appropriately in any situation.
Let our journey to managerial confidence begin!
How to Use This Book
This book was designed with flexibility in mind. You can read it all the way through to get a general overview, or you can work on one particular situation or aspect of communication that you find the most challenging or relevant. For example, you may feel very comfortable talking to an employee about a personal problem, but you may not feel as relaxed when doling out criticism. Use the in-depth Index at the back to help you find the topic that is most applicable to your situation.
Read all the sample phrases and make a point to familiarize yourself with the ones that seem the most natural or comfortable for you. Then practice them until they flow naturally from your mouth. When the time comes you’ll have no trouble summoning them and using them with confidence and aplomb. And because everyone says things in a slightly different way, there’s a bit of space in the margins where you can add your own favorite catch phrases. The right words are not enough, however. Remember that tone, body language, and timing (context) are all important in conveying meaning and in how your statements are perceived by others. Thus, a humorous phrase that would be effective and appropriate in one setting could be construed as hostile and inappropriate in another, depending on how, when, and to whom it is said. Use good judgment and let context be your guide. This is particularly important when you are considering using humor or sarcasm to make a point. Humor can sometimes come across as flip or dismissive, and sarcasm is definitely one of the quickest ways to make someone feel inept. Not everyone will appreciate your style of delivery, so nuance is always required.
The indicator accompanying each situation will help you anchor each “order of magnitude” in your mind, which will serve as a valuable mnemonic device down the road. For example, in the sample to the left, the continuum indicator goes from Conciliatory to Argumentative. All of the phrases in this book are presented on a similar scale. In this example, if you wanted to build bridges and/or smooth things over, you would learn and use the phrases toward the top. If you wanted to eliminate the niceties and cut to the chase – and maybe even wield your words as you would a weapon – you would use the phrases toward the bottom.
Finally, I thought it important to note that I am embracing the English language as most people understand and use it in America today; thus, the reader will find colloquialisms and some slang. Obviously, the vagaries of expression will be much different in, say, Canada or Australia, as they will be even in different parts of the States. Ultimately, the English language, like all languages, is a living thing; it is in constant flux. Therefore I’m prepared for the fact that the material in this book will need updating from time to time, as the way we express ourselves inevitably evolves. Please visit my Website, www.patrickalain.com, for the most up-to-date information to add to your linguistic arsenal. I also welcome your comments on and criticisms of this work to help me in that process.
Part 1
Staffing and HR
A leader is a dealer in hope.
Bringing in and acclimatizing new hires can be either your easiest or your most difficult task as a manager, depending on your industry, the available talent pool, your department’s budget, your own skills and experience, and the overall culture of your company. But there’s just no getting around it: This is an essential part of any manager’s job. Each time you meet with a candidate or a new hire, you are working with a clean slate. Even if that person has pored over your LinkedIn profile page, he or she likely has little to no idea what you are really like. So it’s important that you establish a good working relationship from the outset. Much of this will involve choosing the right words at the right time.
Once an employee has been with the company long enough, you will also need to deal with such things as performance reviews, raises, promotions, and firings. This is where your strength as a manager will really be tested, and where communicating clearly and confidently will count the most. Are you ready? Let’s begin!
• We’re thrilled to have you on board. How can we make you feel at home?
• I can see that you’re already fitting in just great.
• Soon you’ll be just like one of the family.
• I don’t know of anyone who has fit in so quickly!
• After a couple of hours you’ll feel like an old timer, I promise.
• Great to have you working with us. Let me show you around.
• Don’t worry. We’ll show you the ropes until you feel more at home.
• It’s okay to feel overwhelmed on your first day. You’ll get over it.
• We all have to do our best to fit in here.
• Let’s make this as painless as possible, okay?
• I’m sure you’ll figure everything out on your own.
• I hope you’re not one of those know-it-alls.
• If you have any questions, let me know. Otherwise, you’re on your own.
• Try not to get yourself fired and you’ll be fine.
• Just keep your head down and don’t be a know-it-all.
• Well, you’ve certainly got a lot to learn.
• I like to throw the newbies into the deep end to see if they can swim. Don’t take it personally.
• Oh great, another new hire.
• Let me see if there is anyone I can pawn you off to.
• You’ve got some big shoes to fill. I hope you’re up for