Just Say This

The book

When the bank or a collector calls. When a bill looks wrong. When the boss says no to a raise. When you have to say no, sorry or thank you, and when the news is hard.

Each moment fits on one page: what not to say, what to say (never more than 25 words), why it works, and what to say if they push back. About one moment in four comes with a scene from his life, and the money and landlord moments point to the official US agency page for following up in writing. Each chapter ends with the one line to remember.

Ten chapters in three parts

1. OneWhen the Bank or a Collector Callsmoney
2. TwoBills, Stores and Phone Linesmoney
3. ThreeThe Landlord and the Homemoney
4. FourPay and the Jobwork
5. FiveTrouble at Workwork
6. SixFamilypeople
7. SevenFriendspeople
8. EightSaying Nopeople
9. NineSorry and Thank Youpeople
10. TenHard Newspeople

Three of the 100 moments

When you’ve been transferred for the third time

Before you transfer me, could I have your name and a direct number, in case we’re cut off?

When your boss says no to a raise

Thank you for telling me straight. What would you need to see from me, and when could we look at it again?

When someone asks to borrow your car

I don’t lend my car to anyone; it’s just a rule I keep. Can I give you a ride instead?

“For anyone who ever thought of the right words on the train home.”