Includes bibliographical references (p. 175-176) and index
Part one: Why nobody understands you -- For your ears only: Why misunderstanding is normal -- Beyond mind reading: The power of strategic talk -- Part two: How you can increase the odds in your favor -- When words are deeds: Talk that makes work happen -- Hearing is believing: Talk and the written word -- Differences that make a difference: Talking across stereotypes -- Part three: What your organization can do to help -- Building a culture that supports understanding -- Communicating when understanding is critical -- Creating a new accountability