Table of Contents

Preface xi

Acknowledgements xvii

The Author xix

Part One Why Nobody Understands You

1 For Your Ears Only: Why Misunderstanding Is Normal 3

2 Beyond Mind Reading: The Power of Strategic Talk 24

Part Two How You Can Increase the Odds in Your Favor

3 When Words Are Deeds: Talk That Make Work Happen 51

4 Hearing Is Believing: Talk and the Written Word 72

5 Differences That Make a Difference: Talking Across Stereotypes 92

Part Three What Your Organization Can Do to Help

6 Building a Culture That Supports Understanding 113

7 Communicating When Understanding Is Critical 135

8 Creating a New Accountability 155

References 175

Index 177

About the Author

RICHARD HEYMAN is a specialist in the use of language in everyday life, a professor at the University of Calgary, and president of Richard Heyman Associates, a business communications consulting company. He lives in Calgary, Canada.

Reviews

"Easy to read...easy to use...clear and concise...a practical guidethat empowers the reader with techniques and strategies thatguarantee true communicative understanding in all areas of one'slife." --Freddie Gershon, lawyer, producer, chair and CEO,Music Theatre International

"Understanding the art of communication is the pursuit of manyfor professional and personal reasons. Dr. Heyman gives muchinsight into this learning process." --Sharon J. Stillman,sales director, Wauwatosa Realty

"Heyman's method of communication will result in fewermisunderstandings at work and in other contexts. Engagingly writtenand fun to read, this volume is a worthwhile addition to yourhow-to library." --Long Island magazine

"Why Didn't You Say That in the First Place is a book that willhelp us all to be understood at work -- and to avoid unproductive,costly, and frustrating misunderstandings." --CommunicationBriefings

"The three biggest problems in the world today arecommunications, communications, and communications. Why Didn't YouSay That in the First Place? hits those problems straight on.Richard Heyman gives you sound advice on how to lessen thefrequency and negative results of misunderstandings. This is animportant book for all." --Ken Blanchard, coauthor, The OneMinute Manager

"This book will help all members of an organization, from theCEO to the mail room clerk, to communicate more effectively."--Mary Anne Fitzpatrick, past president, InternationalCommunication Association

"Anyone who wants to be clearly understood can't afford to missthis book. Clear communication goes straight to the bottom line."--Cliff Fletcher, president and general manager, Toronto MapleLeaf Hockey Club, and member of the Board of Governors, NationalHockey League