TITLE -- COPYRIGHT -- ABOUT THE AUTHOR -- CONTENTS -- INTRODUCTION -- SECTION I Being Interviewed -- BEING INTERVIEWED -- The Cost of Poor Interviews -- Non-Typical Interview Questions -- Typical Questions/Non-Typical Answers -- RECOMMENDATIONS -- MEDIA INTERVIEWS -- RECOMMENDATIONS -- EXERCISES -- 1 -- 2 -- 3 -- 4 -- SECTION II Communicating with Colleagues and Customers -- COMMUNICATING WITH COLLEAGUES AND CUSTOMERS -- THE COMMUNICATION PROCESS -- COMMUNICATING WITH COLLEAGUES -- RECOMMENDATIONS -- CUSTOMER SERVICE -- The Results of Poor Customer Treatment -- A Customer Service Scenario -- RECOMMENDATIONS -- EXERCISES -- 1 -- 2 -- 3 -- 4 -- SECTION III Speaking Before An Audience -- SPEAKING BEFORE AN AUDIENCE -- SPEECHES -- MEETINGS -- SOCIAL OCCASIONS -- RECOMMENDATIONS -- EXERCISES -- 1 -- 2 -- 3 -- 4 -- SECTION IV Handling Difficult Questions -- HANDLING DIFFICULT QUESTIONS -- TYPES OF DIFFICULT QUESTIONS -- 1. THE "WHAT IF…" QUESTION -- 2. THE "TELL-US-WHAT-THE-BOSS-WILL-DO" QUESTION -- 3. THE "MACHINE-GUN" QUESTION -- RECOMMENDATIONS -- EXERCISES -- 1 -- 2 -- 3 -- 4 -- SECTION V Developing Confidence -- DEVELOPING CONFIDENCE -- SELF-EMPOWERMENT ANALYSIS -- RECOMMENDATIONS -- EXERCISES -- 1 -- 2 -- 3 -- 4 -- SECTION VI Summary -- SUMMARY -- INTERVIEWS -- COMMUNICATING WITH COLLEAGUES AND CUSTOMERS -- SPEAKING BEFORE AN AUDIENCE -- HANDLING DIFFICULT QUESTIONS -- DEVELOPING CONFIDENCE.