Words That Work: It’s Not What You Say, It’s What People Hear is one of the most thought-provoking books I’ve read in a long time. Its simple yet powerful idea that “it’s not what you say, it’s what people hear” can help us to communicate more efficiently and effectively, changing the results we get when we talk or write, whether we’re talking to our kids or our employees, writing dissertations or emails, or addressing a family meeting or a board of directors.

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