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| PREFACE How to Use This Book A Warning ACKNOWLEDGMENTS INTRODUCTION:ANSWERS，YOU WANT ANSWERS The Power and Problem of Wby? 1 QUESTIONS LEADERS NEED TO ASK THEMSELVES 1 What does leadership mean? 2 How do you feel about being a leader? 3 What do you want to be remembered for? 4 Are you happy? 5 What are you afraid of? 6 Are you sure you want to ask questions? WHAT DID YOU LEARN? CHAPTER ONE WORKSHEET 2 QUESTIONS LEADERS NEED TO ASK CUSTOMERS 7 Why do you do business with us? 8 Why do you do business with our competition? 9 How and when have we made ir hard for you to do business with us? 10 What will you need from us in the future? 11 If You were me,what's one thing you'd change about my organization? 12 How can we effectively tell you that we're grateful for your business? WHAT DID YOU LEARN? CHAPTER TWO WORKSHEET 3 QUESTIONS LEADERS NEED TO ASK EMPLOYEES ABOUT THE BUSINESS 4 DEEPER QUESTIONS LEADERS NEED TO ASK EMPLOYEES 5 QUESTIONS TO ASK IN SPECIAL SITUATIONS 6 QUESTIONS LEADERS NEED TO ANSWER 7 ANSWERS FOR SPECIAL SITUATIONS 8 DELIVERING TOUGH ANSWERS CONCLUSION:SOME FINAL QUESTIONS APPENDIX:GOOD QUESTIONS FORM OTHER LEADERS SUGGESTED READING LIST INDEX |
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