Richard S. Gallagher is a former customer service executive who is now a popular corporate trainer and public speaker specializing in the mechanics of customer interaction. He is the author of several books including Great Customer Connections (978-0-8144-7308-5) and What to Say to a Porcupine (978-0-8144-1055-4).
Managers would benefits most from 'How to Tell Anyone Anything, ' but anyone with someting difficult to convey to a coworker could glean useful information from Gallagher's book. --Houston Business Journal