Phil M. Jones, author of Exactly What to Say: The Magic Words For Influence and Impact focuses on the importance of word choices and highlights that the difference between a good job and a great job is having the right words at the right time. Jones says that the book is applicable for verbal conversations as well as digital conversations. He stresses that questions help build relationships but people need to know how to ask the right questions to optimize the end result. He also mentions how people can have a “Columbo moment,” which means asking a key question that provides a key piece of information that helps move the conversation forward.
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