What to Say When Things Get Tough: Business Communication Strategies for Winning People Over When They're Angry, Worried and Suspicious of

ACKNOWLEDGMENTS

While my name is on this book, many people made it possible. The list begins with my colleagues at Potomac Communications Group, and right at the top is Russ Dawson. Though I earned a master’s degree in journalism and worked as a reporter for more than two years before joining the firm, I knew almost nothing about public relations when I came on board. Russ took me under his wing and showed me the ropes. More than anyone else, he deserves credit for developing my firm’s approach to communicating in tough situations when people are angry, worried, and suspicious of everything you say. His ideas and thoughts flow through every page.

I also owe a huge debt of gratitude to the two people who hired me, the firm’s founding partners, ...