Part One: Why Nobody Understands You.

1. For Your Ears Only: Why Misunderstanding Is Normal.

2. Beyond Mind Reading: The Power of Strategic Talk.

Part Two: How You Can Increase the Odds in Your Favor.

3. When Words Are Deeds: Talk That Makes Work Happen.

4. Hearing Is Believing: Talk and the Written Word.

5. Differences That Make a Difference: Talking Across Stereotypes.

Part Three: What Your Organization Can Do to Help.

6. Building a Culture That Supports Understanding.

7. Communicating When Understanding Is Critical.

8. Creating a New Accountability.