Tough Talks™ in Tough Times

Difficult discussions are inevitable. But they don’t have to be gut-wrenching. Tough Talks™ in Tough Times: What Bosses Need to Know to Deliver Bad News, Motivate Employees & Stay Sane gives you a process for dealing with difficult conversations, whether it is at work or in your personal life. You will learn: — The 5-step CHECK® system for having a difficult conversation — What works and what doesn’t through actual case studies — How to motivate employees when budgets are tight — What actions to take to keep yourself moving forward — Lessons from tough talks about layoffs, terminations & reviews, plus stories involving drugs, war & rock ‘n roll

In March of 2009, when the world economy was clearly in the midst of a serious recession, Jean Palmer Heck, an international communications advisor, began researching how bad news was being delivered in the workplace. She took her skills as an expert interviewer and asked human resource professionals, psychotherapists, small business owners, corporate managers, and people in all walks of life about their experiences with giving and receiving tough talks. After researching the subject with hundreds of people who shared accounts of their difficult conversations, many still reeling with emotion, Jean has narrowed their advice and insights down to a 5-step process. Although originally intended to be applied in the workplace, Jean’s 5-step CHECK® system is adaptable to every day tough talks. What you’ll read... — 22 case studies — Foreword by Ron Culp — 6 chapters: Chapter One: Squeezed & Torn Chapter Two: Dribble & Shoot Chapter Three: Checks & Balances Chapter Four: Engage & Inspire Chapter Five: Protect & Defend Chapter Six: Live & Learn What others are saying… Shep Hyken Author of The Cult of the Customer, a Wall Street Journal and USA Today best seller Simply put, if you are in any kind of management you need this book. While delivering tough news is never easy, you have to do it—even when you don’t want to. Jean Palmer Heck’s book, Tough Talks™ in Tough Times, provides you a specific process that shows you how to how to do so with style, respect, integrity, and confidence. Janet Giesselman President and General Manager, Dow Oil and Gas Jean Palmer Heck’s methodology for effectively managing tough talks is unparalleled. These situations are always charged. You need a process for dealing with them and her CHECK® system is the answer. Even after all my experience with tough talks, I learned from this book. Executives at my level will benefit from reading this. William C. Heyman President and CEO, Heyman Associates, Inc. In the spirit of Malcolm Gladwell ’s Blink, Jean Palmer Heck “thin slices” straight talk to employees during difficult times better than anyone I know. The sensitivities that Tough Talks™ in Tough Times uncovers demonstrate real insight into human behavior in particularly sensitive times. There is much to be learned from Tough Talks in Tough Times, but none more insightful than knowing when to be quiet. Jean has a great understanding into the human psyche during times when it is difficult to communicate. Gary McCormick, APR Partnership Development, HGTV Whether you find yourself in a Fortune 500 company, your homeowners’ association, or raising children, you face tough talks. The life lessons revealed here have earned this book a permanent place on my shelf. Do yourself a favor—buy two, so you have one to loan! Joe Calloway Author of Becoming a Category of One Jean Palmer Heck delivers a straight forward, honest reality check. Jean’s 5-step CHECK® system for delivering tough talks is invaluable, not just to managers, but to anyone who ever faces challenging conversations (and that’s all of us). This book provides real world strategies to effectively handle the toughest real world situations.

What if... — Your company stood to lose a huge source of income because a customer had already decided your product wasn’t needed? And you had to convince them otherwise? — You opened up your morning newspaper and read a story about your company that was negative and filled with juicy quotes from a plaintiff’s attorney? — You had to lay off employees and were still suffering from survivor’s guilt? These are all communication issues – all real situations – and all ending with positive outcomes because of Jean Palmer Heck. Heck, an international communications advisor, designed a presentation that had a multi-million dollar impact on a major corporation, developed a program to neutralize negative media coverage, and has systematically analyzed the good, the bad and the ugly of having difficult conversations, resulting in the CHECK® system (praised for its integrity, respect and thoroughness). Heck has spent 30 years working with worldwide newsmakers and senior executives from 33 countries. An executive coach and consultant for numerous corporations, including Eli Lilly, Verizon, Praxair, GTE, & Arthur Andersen, Heck has spoken to hundreds of audiences and trains all levels of employees. Prior to starting Real-Impact Inc., Heck had been a radio/TV news anchor and talk show host as well as a corporate spokesperson on controversial issues. She is an avid videographer and travels around the world to gather award-winning footage for her speeches. Heck is author of the Tough Talks™ series and other learning resources: — Tough Talks™ in Tough Times: What Bosses Need to Know to Deliver Bad News, Motivate Employees & Stay Sane — Tough Talks™: Powerful Presentation Road Maps — Secrets for the Reluctant Speaker — Chicken Soup for the Soul (contributor to 2 books) — The Presentation Tool Box Heck is a seasoned speaker and is available to present customized programs in person or via the internet.