Rich Gallagher LMFT is a widely published author on conversation and communications skills, whose books have been published in eight languages worldwide. Here are some of his most popular books, with links to order on Amazon.com.
Stress-Free Small Talk: How to Master the Art of Conversation and Take Control of Your Social Anxiety
Rockridge Press, 2019
Stress-Free Small Talk is the first-ever book on conversation skills for people who suffer from social anxiety disorder, as well as anyone who wants to improve their ability to have casual conversations with people in their personal lives, school or career. Combining good communications skills with evidence-based clinical practice, this clear, readable guide will help you learn to be more calm and confident in any social encounter.
The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations
AMACOM/HarperCollins, 2013
This national #1 customer service bestseller and Amazon top 250 book is a step-by-step guide for handling your very worst customer situations, including delivering bad news, handling mistakes, and defusing angry customers. Based on concepts from psychology and communications skills, as well as Rich’s experience as a former customer service executive and seminar leader, this book will give you the tools for confidently handling any customer situation.
The Consummate Communicator: Discovering the Art and Science of What to Say
Amazon CreateSpace, 2012
Rich’s first general communications skills book borrows from five years of articles from his communications skills blog, Point of Contact. It will teach you skills like: • How to shut down criticism instantly • Connecting immediately with anyone • Using storytelling to build a convincing point • How to think like a customer • Dealing with gossip, backstabbing, and stealing credit • What to say to workplace bullies • Transforming your whole workplace through communications skills. Filled with practical advice, The Consummate Communicator will teach you interpersonal and leadership skills that last a lifetime.
How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work
AMACOM/HarperCollins, 2009
This top 10 career skills book leverages the principles of strength-based communication – based on positive psychology – to productively have difficult conversations with anyone at work, including bosses, peers, subordinates and others. It will teach you how to ask important questions, negotiate for what you want, and give – and receive – feedback, without ever putting people on the defensive. This is your playbook for how to communicate like a leader, and build respect and influence with everyone you work with.
What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service
AMACOM/HarperCollins, 2008
What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most engaging books on customer service in existence. What to Say to a Porcupine uses the format of Aesop’s fables to illustrate fundamental principles of customer service in a quick and lighthearted way.
An international bestseller reaching #1 in customer service and business humor, and a finalist for 800-CEO-READ’s 2008 Business Book of the Year, What to Say to a Porcupine leverages the power of stories to teach – by example – how to handle difficult customers, how to avoid common service pitfalls, and above all, how to keep your customers coming back every time. Fun, quick, and constructive, this book provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.