January 18, 2007

News & Opinion: Excerpt from Words That Work by Frank Luntz

By: Dylan Schleicher @ 5:51 PM – Filed under: Management & Workplace Culture

The following excerpt is taken from "Corporate Case Studies," Chapter 7 of Words That Work: It's Not What You Say, It's What People Hear by Dr. Frank Luntz.
VII Corporate Case Studies
Jack Welch understood the power of words that work better than anyone in corporate America. True, he had his critics who complained that he was unnecessarily blunt and occasionally too aggressive, but he was universally appreciated for his candor and applauded for his results. “I used my words to give our people a more outward focus on the customer so that they would always try to satisfy that customer,

About Dylan Schleicher

Dylan Schleicher has been a part of the 800-CEO-READ claque since 2003. Even though he's stayed on at the company, he has not stayed put. After beginning in shipping & receiving, he joined customer service and accounting before moving into his current, highly elliptical orbit of duties overseeing the ChangeThis and In the Books websites, the company's annual review of books and in-house design. He lives with his wife and two children in the Washington Heights neighborhood on Milwaukee's West Side.