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Winning with the Caller fro...

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Cover 1
Copyright 5
CONTENTS 10
INTRODUCTION: SO YOU'RE HEARING VOICES... 12
PART ONE: HELL'S BELLS 20
CHAPTER ONE: MAY I ASK WHO'S CALLING? 22
CHAPTER TWO: FIRST THINGS FIRST: ENVIRONMENT AND ETIQUETTE 36
CHAPTER THREE: IT'S NOT WHAT YOU SAY... 68
CHAPTER FOUR: ACTUALLY, IT IS WHAT YOU SAY... 100
CHAPTER FIVE: THE MOST IMPORTANT COMMUNICATION SKILL YOU WILL EVER LEARN 114
CHAPTER SIX: MANAGING YOUR EMOTIONAL STATES 130
PART TWO: A HOPE IN HELL 140
CHAPTER SEVEN: LIFT THE RECEIVER 142
CHAPTER EIGHT: LISTEN TO YOUR CALLER 144
CHAPTER NINE: INVOLVE YOURSELF 164
CHAPTER TEN: FOCUS ON THE ISSUES 172
CHAPTER ELEVEN: THANK YOUR CALLER 180
CHAPTER TWELVE: SILENCE IS NOT GOLDEN 184
CHAPTER THIRTEEN: ACCENTS AND LANGUAGE BARRIERS 194
PART THREE: THE HOUNDS OF HELL 200
CHAPTER FOURTEEN: CALLS OF THE WILD 202
CONCLUSION: THIS IS YOUR WAKE-UP CALL 222

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