Words That Work: Details That Can Win Support-Introduction

Presented by: Pat Wagner

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Program Number: CM116

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It might be hard to believe that using the word “and” instead of “but” can prevent an argument or asking someone what they want to have happen “next” can turn a negative conversation in to a positive encounter. Words that work started with a conversation at a California library and a list of ten phrases. The current list is foraged from a variety of disciplines; the words themselves work, particularly when practiced.


  • Introduction: What Are The Words That Work, And Why?
  • The Key Idea: Details In Communication Can Make A Big Difference
  • What Are The Pros And Cons Of Words That Work?
  • Four Adverbs Worth Memorizing
  • How To Practice So They Don’t Sound Phony
  • Case Studies
  • Sources For More Words


  • Memorize and practice more effective ways of communication.
  • Defuse angry conversations.
  • Move arguments to productive discussions.

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