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Conversational Intelligence: How Great Leaders Build Trust & Get Extraordinary Results Hardcover – October 1, 2013

4.6 out of 5 stars 152 customer reviews

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Editorial Reviews

From Publishers Weekly

Basing her tips on recent neuroscience research, Benchmark Communications CEO and executive coach Glaser instructs readers on how to enhance conversations in a professional setting, and develop new conversational rituals. Case studies illustrate the essential transition up the levels: Level I, which is transactional (how to exchange data and information); Level II, which is positional (how to work with power and influence); and Level III, which is transformational (how to co-create the future for mutual success.) Following her advice, Glaser claims, will help readers adjust their neurochemistry, strengthen their relationships, and influence the way they interpret reality. The book is strongest when Glaser astutely describes issues such as becoming addicted to being right. Specifics for achieving the title&'s promised conversational enhancement become lost, however, due to overwriting and overreliance on contrived acronyms and unnecessary trademarking: Conversational Intelligence ä¢, STAR Skills ä¢, Vital Instincts ä¢. While readers may glean encouragement from the ability to positively affect their interactions, the book&'s tone will deter most readers. Agent: Al Zuckerman, Writers House. (Oct.)


"Glaser's idea of C-IQ provides an excellent guide to improving effectiveness both on the job and outside the office and should stimulate "thinking different" among practitioners, faculty, and students of business. High recommended." — Library Journal, starred review

“Before you can persuade others, you need to know how to listen and how to communicate. With the best of intentions, we can fall back into patterns and old habits that are less than ideal — it’s just the way we’re wired. Conversational Intelligence builds on the fundamental science of communication to help you achieve more attunement with others. If you’re not getting the results you want, maybe it’s time to give your 'C-IQ' a boost.” — Daniel H. Pink, best-selling author of Drive and To Sell Is Human

“In Conversational Intelligence, Judith Glaser takes us on an insightful and in-depth discovery of how trust, the most basic human instinct, creates and fuels the foundation needed to transform cultures and companies. Trust, at its highest level, removes self and enables interactions and conversations to connect teams for higher performance and purpose.” — Angela Ahrendts, CEO of Burberry

“Brilliant! Judith Glaser breaks new ground with Conversational Intelligence. Moving us closer to ‘Emotional Intelligence’ (EI) and ‘Learning Intelligence’ (LI) by leveraging the power of ‘Conversational Intelligence’ (CI), she gives us the profoundly practical tools to integrate emotion, learning, and connected conversations into one seamless, life-changing, and leadership-inspiring process. She is truly the ‘Guru of We’!” — Kevin Cashman, best-selling author of The Pause Principle and Leadership from the Inside Out, and senior partner of CEO & Executive Development, Korn/Ferry International

Conversational Intelligence is a tour de force spanning new frontiers of research and practice in organizational change. Glaser reminds us that great leadership derives from powerful social exchange and collective solutions that are intricately woven. Intelligence in a digital age is a new admixture: simultaneously crowd-sourced and deeply personal.” — Michael Levine, PhD, executive director of the Joan Ganz Cooney Center at Sesame Workshop and co-author of Pioneering Literacy in the Digital Wild West

“In her new book, Judith Glaser builds a strong case for how the science and power of conversations can markedly improve business success for both individuals and entire companies. Her approach is both practical and profound: through trust building and level-setting the right conversations, leaders can activate higher engagement, deeper commitment, and transformational results with employees, vendors, and customers. A must-read!” — Ed Gilligan, president of American Express

“Drawing on a lifetime of […] advising America’s top executives, Judith Glaser delivers a masterful analysis of the power of conversation, sharing countless examples of how business leaders are driving change and achieving superior results by leveraging the art and science of ‘Conversational Intelligence’ strategies.” — Kathee Tesija, executive vice president of Merchandising and Supply Chain of Target

“If each of us used and embodied the principles of Conversational Intelligence conveyed by Glaser in this book, it would not only create winning outcomes for businesses, it would change the world! This is a must read for anyone who wants to have major impact in the world, and especially for those in leadership. The concept of Level 3 Conversation is a total ‘game changer’!” — Jane Stevenson, vice chairman of Board and CEO Services of Korn/Ferry International, and co-author of the best-seller, Breaking Away: How Great Leaders Create Innovation that Drives Sustainable Growth and Why Others Fail

“Judith Glaser’s new book, Conversational Intelligence, encapsulates the importance of transparency when building respectful relationships that are founded on mutual understanding. In my organization, radical transparency is a core tenet of our business. Glaser’s method supports our practiced philosophy of transparency, but boils it down to the conversational level, making this a practical guide for individual employees, teams, leaders and organizations to work toward mutually agreed upon success.“ — Ryan Smith, co-founder and CEO of Qualtrics, contributor to The Wall Street Journal, and named one of Forbes’ “America’s Most Promising CEOs Under 35” for 2013

“In her new book, Conversational Intelligence, Judith Glaser provides tools that help understand what is going on in our conversations with one another and how to elevate our ‘Conversational Intelligence’. Conversations that facilitate connectivity with others enable us to activate our higher executive functions to help build common goals throughout an organization. Conversational Intelligence is a must-read for everyone in an organization driving for high quality relationships, shared success and strengthening the organization's ability to make good decisions.” — Alessa Quane, Chief Risk Officer, AIG

“Words are the ideas on which change is built — if we can see the world we want, we need to learn to express that vision in ways that engage others to join our movement and make it a reality. Conversational Intelligence is crucial for that to happen!” — Caryl Stern, president and CEO of the U.S. Fund for UNICEF and author of I Believe in Zero: Learning from the World's Children

“So, you think you have the gift of gab? That you’re an experienced communicator and it’s served you well in your career? Think again. Great communication, rather than being a programmed trait, is actually a hard-won skill, and learning how to communicate well requires a master guide. Now we have one. Judith Glaser, an internationally respected executive coach and consultant, has broken the mold with her latest book, Conversational Intelligence…. Simply said, this book is a find.” — Jon Entine, executive director of the Genetic Literacy Project, George Mason University, fellow at the American Enterprise Institute, Washington, DC, and author of Taboo and Abraham’s Children

"In modern-day businesses that operate across continents, cultures, or vast generational differences, a mere turn of phrase can mean conflict, chaos, and wasted resources. Glaser's new book, Conversational Intelligence, will help leaders at all levels learn to engage their heads and hearts to generate trusting relationships that drive their companies to being really great local and global players.” — The Honorable Mary K. Bush, president of Bush International and senior managing director of Brock Capital Group, LLC

“In a world with increasingly more information with often less relevance, Judith Glaser has written a primer on taking our daily conversations from typically superficial transactions to meaningful ones in an effort to transform the world around us. Using neuroscience, social science research, and a dose of folk wisdom, Conversational Intelligence presents models, tools, and examples relevant to enhancing any part of our professional and personal communication lives.” — Sandra L. Shullman, Ph.D., managing partner of Executive Development Group, LLC

“In my experience there are books that stimulate the mind, there are books that inspire the heart, and there are books that give practical tools for application. However, it is rare when you find a book that accomplishes all three. Conversational Intelligence is one of those rare books. Judith Glaser’s wisdom and insight draw the reader into the ‘heart’ of her message: ‘To get to the next level of greatness depends on the quality of the culture, which depends on the quality of relationships, which depends on the quality of conversations. Everything happens through conversations.’” — Michael J. Stabile, Ph.D., clinical professor in the Department of Educational Leadership and Human Resource Development, Xavier University, and founder and president of FutureNow Consulting, LLC

“Judith Glaser’s years of study and experience as an executive coach in large companies have brought her profound insights that manifest themselves in this book of effective strategies underpinned by science and the wisdom of her own heart. Every executive, manager, and coach can benefit from understanding and developing Conversational Intelligence.” — Deborah Rozman, Ph.D., CEO of Institute of HeartMath

Product Details

  • Hardcover: 256 pages
  • Publisher: Bibliomotion (October 1, 2013)
  • Language: English
  • ISBN-10: 1937134679
  • ISBN-13: 978-1937134679
  • Product Dimensions: 0.8 x 6.2 x 9.2 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (152 customer reviews)
  • Amazon Best Sellers Rank: #26,190 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

Format: Kindle Edition
The principles espoused are terrific mind sets for leaders and groups, yet are simply common sense for relationship building. The primary message is to put the relationship first, and through enhanced trust all obstacles (essentially fear) melt away. However, I was looking for more practical supports for linguistic change, and I didn't find it. Leaders most in need of trust building exercises are those who have never experienced what these conversations sound like, and unfortunately they will not learn it here. They will be reminded of the principle of sharing and discovering, (relationship building), but only one small paragraph actually provides linguistic samples of actual conversations. This book has very little in the way of example conversations, but more in the way of example meeting strategies. Leaders can't utilize language skills they don't have, and regrettably I found no assistance here.
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Format: Hardcover
The subtitle to Judith Glaser's new book: "How Great Leaders Build Trust and Get Extraordinary Results", is like all good titles - it tells you exactly what you are going to get inside.

I have always appreciated people being able to provide me with the `a-ha' moment in understanding the `how and why' behind something that we all know works in practice - I don't want to know the whole theory and evidence, just the simple explanation. This book provides that `a-ha' moment in explaining why some conversations and interactions work better than others.

The secret, Judith explains, lies in our growing knowledge of neuroscience. Conversations (even those one sided or time-disrupted conversations such as presentations and email exchanges) contain triggers that either engage the lower, more primitive brain (amygdala) which is prone to distrust and paranoia, or activate higher-level intelligences (prefrontal cortex) such as trust, integrity, empathy, strategic thinking and good judgment.

Judith not only makes the links between our conversational clues and the neuroscience to explain why some conversations are more productive than others, she provides a guide to how we can harness this knowledge that can elevate conversations to the highest level. She does this with examples, exercises and tools.

We are often disappointed at the outcome of our conversations, especially at work, when we get mere compliance rather than the commitment we hope for. By understanding why this happens and what we can do about it, we have a clear guide to more productive conversations and - as a result - better and more productive organisations.

This book is an essential for all business leaders, executives, coaches and anyone who wants a good outcome to a conversation.
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Format: Kindle Edition Verified Purchase
Not much new. The material about the reptile brain and the prefrontal cortex has been gone over by a variety of better books. The advice is basic:develop trust in a conversation,do not let another think you want to take advanatge of them, show empathy to others. Nice analysis of how a conversation's meaning is the responsibility of the speaker, not the listener. Not enough to lift it above three stars.
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Format: Kindle Edition
I predict that Conversational Intelligence™ will fast become a must-have competency for aspiring and great leaders of the 21st century.
In her latest book, Conversational Intelligence: How Great Leaders Build Trust and Achieve Extraordinary Results, Judith E. Glaser, introduces and explains Conversational Intelligence™ as a conceptual model. She describes the model as a continuum, across which span three levels of conversations: Level I - Transactional, Level II – Positional, and Level III – Transformational (co-creative or collaborative).
Early on, Ms. Glaser states, “Conversational Intelligence can be learned and it is necessary to build healthier, more resilient organizations in the face of change.” With that in mind, she delivers a variety of tools and real-world examples that serve to help readers navigate and master the competencies at each level of Conversational Intelligence continuum.
As the centerpiece of the Conversational Intelligence toolkit, we are introduced to the Conversational Dashboard, a gauge that measures the level of trust present among the participants engaged in a conversation. For example, when a leader barks orders and allows no input from others, the gauge reads low-trust. Alternatively, the gauge needle points to high-trust when a leader encourages and rewards innovative thinking, which leads to partnering and co-creating.
While Conversational Intelligence is based on a conceptual model, Ms. Glaser draws on science to explain how the brain detects threats and registers high or low trust based on verbal and non-verbal cues. She explains how negative words, body language, and/or tone of voice can trigger the brain to shut down or react violently (aka amygdala hijacking).
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Format: Hardcover Verified Purchase
A book of very mixed value, riding the tide of the feel-good emotional intelligence movement. There is a really good early chapter on salesmanship that I recommend. However, the rest of the book is full of phony self-esteem and idiotic kumbahyah claims and moments.
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