The Language of Trust: Selling Ideas in a World of Skeptics

by Michael Maslansky Narrated by Michael Maslansky

Overview

Trust is dead.* Now what?* If you're trying to sell something-whether it 's a product, a service, or an idea-you are facing a new era of consumers who listen less and question more. Armed with more knowledge and jaded by a lifetime of unfulfilled promises, these consumers reject the traditional approach to sales and marketing. But what if you have something good to say and can't get beyond this skepticism? To engage today's consumer, a new language of trust is needed. In this groundbreaking audio book, you'll learn what words to use, what words to lose, and how to structure your message to overcome skepticism and build and keep the trust of your audience.

Editorial Reviews

Publishers Weekly

As CEO of his own communications consulting firm, research strategist Maslansky advises clients like Starbucks, Bank of America and Microsoft on successfully communicating with their customers, an effort he admits is far more challenging in the shaky economic aftermath of the 2008 financial collapse: as a nation, we are more distrustful than ever that the government and other major institutions are looking out for the interests of average citizens and customers. To combat rising skepticism, Maslansky's offers a step-by-step strategy for "credible communication" based in quantitative and qualitative research, including input from focus groups and surveys demonstrating people's responses to different forms of messaging, and real-world examples from a number of industries, including finance and politics (contrasting, for example, President Obama's campaign messages with then-Senator Hillary Clinton's). Key to his approach are four messaging principles-being personal, plainspoken, positive, and plausible-and the idea of listening to and prioritizing customers' interests. Along with executives from Van Kampen Investments and Consulting, Maslansky clearly and convincingly demonstrates that words do matter, almost as much as how they're said.
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

From the Publisher

"Trust has never been more important in the corporate world-because there's so little of it. For years, people have tried to figure out how to communicate trust. Now, finally, Michael Maslansky has unlocked the DNA of trust. Anyone who cares about their employees, their customers, or their reputation has to read this book."
-Dr. Frank Luntz, author of Words That Work and What Americans Really Want...Really

"To successfully earn trust in face-to-face or Facebook communication, embrace the proven concepts in The Language of Trust-they're as important to your life as involuntary breathing. It's just common sense."
-Thomas L. Harrison, LHD, chairman and CEO of Diversified Agency Services division of Omnicom Group Inc.

"Michael Maslansky has written the ultimate guide to winning trust in a world that has lost it. He writes with wit, wisdom, and a commendable absence of jargon. If you are concerned about trust, and all of us should be, then this book is an indispensable starting point."
-Lord Gould, former polling and strategy advisor to Prime Minister Tony Blair, and Deputy Chairman of Freud Communication

"Marketers, financial advisors, and communicators of all types should take note of the lessons in this book....More than most, Michael understands the enormous challenges we face, and this book provides an essential set of tools and practical approached for reconnecting with customers who may have lost faith in what we offer. It isn't enough for us to have a good story to tell; we must also be able to tell a good- and credible-story. The Language of Trust will help any communicator who muct win over a skeptical audience."
-Cathy Weatherford, CEO of Insured Retirement Institute

"Today's polarized discourse makes it hard to understand problems, much less fix them. The Language of Trust provides the core principles needed for moving forward."
-Philip K. Howard, founder of Common Good and author of The Death of Common Sense and Life Without Lawyers

"There are many books on effective communication, but this book is unique in the way it recognizes the importance of language and messaging as ways to build trust when talking to customers, partners, or employees. The Language of Trust will help any executive who must communicate with strength and credibility."
-Suzanne Coulter, president of Polo Retail Corporation

MARCH 2011 - AudioFile

The author’s earnest appeal is delivered in clear, meaningful tones without a hint of skepticism. He exhorts businesspeople to build trust with clients and customers, a goal that is becoming increasing difficult amid the public’s perception of the causes of the economic downturn. As narrator, the author exudes the confidence he promises the listener will glean from his book. His delivery is steady in pace and even in tone, yet he still manages to read with feeling so that most sentences carry a friendly undercurrent. The longer you listen, the more you feel you would like him if you met in person, which makes you more inclined to believe in his ideas. This is a case in which an author enhances his text by knowing which moments to slow down for effect and which to speed up to build tension and sustain interest. M.R. © AudioFile 2011, Portland, Maine

Product Details

BN ID:	2940169258660
Publisher:	Oasis Audio
Publication date:	05/04/2010
Edition description:	Unabridged

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