Speaking Up

Wouldn't you like to know just what to say to the people who make it difficult?

Your Boss, for instance? How about appliance repair people, auto mechanics, lawyers, wine snobs, and doctors? Haven't you ever wished you knew just what to say to the banker reviewing your loan application?

At one time or another, we all have to interact with overbearing and even intimidating figures like these. Mark Ruskin's Speaking Up shows how to hold your ground with all of them-and countless others. From getting a raise to getting your VCR fixed, from explaining the problems behind a failed project to extracting a refund for a faulty piece of merchandise, and from buying time to buying a new car. Speaking Up shows how to make the world of words work for you, not against you. And the principles it lays down work against even that most formidable of adversaries: IRS auditor!