Mr. Burg’s book is geared toward the sales professional, so reading it through the lens of an internal leader provides a lot of insightful opportunities along with components that aren’t directly applicable. Thankfully, it is written with self-effacing humor and stories that anchor his concepts and provide a pleasurable read. Essentially, his book is focused on positive persuasion so others take positive action. Manipulation is about control, not cooperation. Persuasion is about enhancing the self-esteem of the other party. People respond better when treated as responsible, self-directing individuals. To sum up the text to one theme: Make people feel good about themselves by responding not reacting, by relating not dismissing, and with consistent authenticity. One particular thinking point: “Tact is the inspired language of strength.” I recommend this for a business book that is a great vacation read. After all, there are lots of customer service opportunities while you are away from home!
Judy Hissong, CLM
Judy Hissong is the President of Nesso Strategies. A former law firm Chief Operating Officer, she helps firms become more profitable by advising leaders in strategic and leadership development challenges. Her mission is “world domination for Good.” By creating actionable, lightbulb moments that leaders want to share and spread, she intends to improve the world one person at a time. When she’s not speaking, training and consulting, Judy teaches quarterly online workshops and facilitates Leaders Lab, a monthly video conference that enables small groups of leaders to brainstorm strategies and solutions to work through common issues that keep firms stuck. Learn more at www.nessostrategies.com.
