Introduction ; Part I; 1. What We Can Learn from OUr Worst Conversations; 2. When We Lose Trust, We Lose Our Voice; 3. Moving from Distrust to Trust; Part II; 4. Challenges of Navigating the Conversational Highway ; 5. Harvesting Conversational Intelligence Using the Wisdome of Our Five Brains; 6. Bringing Conversations to Life; 7. Priming for Level III Conversations; 8. Conversational Agility: Reframing, Refocusing, Redirecting; 9. A Toolkit for Level III Conversations; Part III; 10. Leading with Trust: Laying the Foundation for Level III Interactions; 11. Teaming Up Through Conversational Intelligence; 12. Changing the Game Through Conversational Intelligence
Judith E. Glaser is the CEO of Benchmark Communications, Inc., and the Chairman of The Creating WE Institute, whose clients include American Airlines, American Express, Cisco, Coach, Exxon, and IBM. Judith has served as an Adjunct Professor at Wharton and a visiting guest speaker at Harvard, Kellogg, Loyola, University of Chicago, NYU, and various other institutions. She has appeared on NBC's Today Show, ABC World News, The Fox News Channel, and CBS Morning News. Judith has been quoted in The New York Times, The Wall Street Journal, Crain's, AMA World, blogs for Harvard Business Review, and was named one of Leadership Excellence's Top 20 Thought Leaders of Leadership and Culture in 2012. Judith earned a B.A. from Temple University in Interdisciplinary Studies, and an M.S. in Human Behavior & Development from Drexel University. She earned a Master's Certificate in Corporate and Political Communications from Fairfield University.