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We Need to Talk: Building Trust When Communicating Gets Critical
Will your business relationships suffer or be saved by your ability to communicate?
Like it or not, professional relationships are impacted - positively or negatively - by the ability to communicate. Customers are won or lost - employees are encouraged or de-motivated - professional networks are expanded or extinguished - all by how well we communicate. We Need to Talk reveals key strategies to help you build trust, win respect and sidestep common minefields when communicating gets critical.
"As a manager in a client service environment, the need frequently arises to have critical conversations. Within days of reading We Need to Talk, I applied two of the principles Phil described and was beyond thrilled at the outcome. Not only did my associate respond favorably to the message, but agreed that changes were needed and committed to making them. I was utterly amazed at how easy it was to have the conversation. Every manager, no matter how experienced can benefit from this book. The time comes for you to have your next critical conversation, pick up We Need to Talk. You'll be glad you did!" --Priscilla Pinnegar, Client Support Manager II ADP, Inc.
Discover how you can:
Establish empathy and trust when communicating with subordinates, co-workers, superiors or customers
Rebuild the believability quotient when truthfulness has not always been practiced
Rein in "brutal honesty" and the damage it causes
Build rapport by "actively" listening
Earn respect while delivering difficult or sensitive messages
Build integrity while eliminating communication barriers like the "grapevine"
And get results by guaranteeing the message you intended was interpreted correctly
Through a masterful use of stories and illustrations, We Need to Talk reveals six unique, powerful strategies for communicating successfully when relationships and results are riding on your abilities.
Like it or not, professional relationships are impacted - positively or negatively - by the ability to communicate. Customers are won or lost - employees are encouraged or de-motivated - professional networks are expanded or extinguished - all by how well we communicate. We Need to Talk reveals key strategies to help you build trust, win respect and sidestep common minefields when communicating gets critical.
"As a manager in a client service environment, the need frequently arises to have critical conversations. Within days of reading We Need to Talk, I applied two of the principles Phil described and was beyond thrilled at the outcome. Not only did my associate respond favorably to the message, but agreed that changes were needed and committed to making them. I was utterly amazed at how easy it was to have the conversation. Every manager, no matter how experienced can benefit from this book. The time comes for you to have your next critical conversation, pick up We Need to Talk. You'll be glad you did!" --Priscilla Pinnegar, Client Support Manager II ADP, Inc.
Discover how you can:
Establish empathy and trust when communicating with subordinates, co-workers, superiors or customers
Rebuild the believability quotient when truthfulness has not always been practiced
Rein in "brutal honesty" and the damage it causes
Build rapport by "actively" listening
Earn respect while delivering difficult or sensitive messages
Build integrity while eliminating communication barriers like the "grapevine"
And get results by guaranteeing the message you intended was interpreted correctly
Through a masterful use of stories and illustrations, We Need to Talk reveals six unique, powerful strategies for communicating successfully when relationships and results are riding on your abilities.
- GenresBusiness
112 pages, Paperback
First published February 1, 2010
1 person is currently reading
9 people want to read
About the author
Phillip Van Hooser
15 books13 followersPhillip Van Hooser, MBA, CSP, CPAE is committed to helping organizations transform their business outcomes by transforming the talent of their people.
He is an award-winning keynote speaker and author on leadership, service and communication. His titles include Leaders Ought To Know: 11 Ground Rules for Common Sense Leadership and We Need to Talk: Building Trust When Communicating Gets Critical.
His popular customer service book, Willie’s Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty, re-releasing Sep 3, 2019, offers business leaders and frontline staff a chance to reconnect with the fundamentals of good sales and customer service.
In 2014, Phil started a non-profit initiative for the development of rural-area millennial leaders, Vision 2050. Calling it one of the most rewarding efforts he's ever been part of, Phil serves as advisor, leadership instructor, mentor and coach for 25 to 35 year olds seeking leadership growth and training.
Phil enjoys pheasant hunting, teaching his 7 grandkids some new trick or joke, and exploring diners and dives with his wife, Susan!
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Displaying 1 - 3 of 3 reviews
February 18, 2020
Having read Phil's work before, I knew this would be a good book, and I was not disappointed. Phil does a good job mixing real stories, down-to-earth, real-life examples and approaches, and well thought out lessons all stemming from an unfortunate morning. The six principles are both easy to understand and simple to implement. This should be required reading for anyone new to managing, but, frankly, the lessons apply whether you are managing people or not. Oh, one last thing: I hope to see the tie one day!
May 21, 2022
Short, simple, and definitely to the point.
Using a visit to the pediatrician for stitches as the backdrop, Van Hooser sums up how to be a great communicator with 6 principles: talk *with* people, explain the process, tell the truth, work for understanding, get others involved, and do your job.
Using a visit to the pediatrician for stitches as the backdrop, Van Hooser sums up how to be a great communicator with 6 principles: talk *with* people, explain the process, tell the truth, work for understanding, get others involved, and do your job.
July 1, 2025
I loved how short sweet and to the point this was. Really gets you thinking about how you advocate and express something truly alters the way people may perceive it
Displaying 1 - 3 of 3 reviews