영문목차
Acknowledgments=ix
Introduction=1
PART 1. Powerful Phrases+Actions=Successful Work Relationships
1. Communicating Powerful Phrases=7
Resolving Conflict : The Wrong Way=9
Why This Doesn't Work=10
Begin with "I" Phrases=10
Phrases of Understanding=13
Phrases of Apology=15
Phrases of Compromise=16
Phrases of Resolution=19
Phrases of Reconciliation=21
Resolving Conflict : The Right Way=22
Why This Works=24
2. Actions That Enhance Powerful Phrases=27
Resolving Conflict : The Wrong Way=29
Why This Doesn't Work=30
Body Language=31
Facial Expressions=34
Tone of Voice=36
Assertiveness=38
Resolving Conflict : The Right Way=41
Why This Works=43
PART 2. Effective Conflict Resolution=Strengthened Work Relationships
3. Five Steps to Effective Conflict Resolution=47
Resolving Conflict : The Wrong Way=49
Why This Doesn't Work=50
Step 1. Think First=51
Step 2. Gain a Better Understanding=53
Step 3. Define the Problem=56
Step 4. Offer Your Best Solution=57
Step 5. Agree on the Resolution=61
Resolving Conflict : The Right Way=63
Why This Works=66
4. Powerful Phrases for Challenging Coworker Situations=69
Basic Rules When Confronting a Coworker=70
How to Deal with a Backstabber=71
How to Deal with a Brownnoser=76
How to Deal with a Bully=81
How to Deal with a Credit Taker=85
How to Deal with a Criticizer=89
How to Deal with an Ethics Violator=94
How to Deal with an Excessive Emailer=98
How to Deal with a Gossipmonger=102
How to Deal with a Know-It-All=106
How to Deal with a Late-Nick=111
How to Deal with a Loudmouth=115
How to Deal with a Meeting Monopolizer=119
How to Deal with a Mistake Maker=123
How to Deal with a Negative Nelly=128
How to Deal with a Personal Hygiene Offender=132
How to Deal with a Personal Space Invader=136
How to Deal with a Slacker=139
How to Deal with a TMI'er=144
How to Deal with a Whiner=148
How to Deal with a Wimp=151
5. Powerful Phrases for Challenging Situations with Your Boss=155
Basic Rules When Confronting Your Boss=156
How to Deal with an Abusive Boss=157
How to Deal with a Controlling Boss=162
How to Deal with an Egotistical Boss=167
How to Deal with an Incompetent Boss=172
How to Deal with an Inconsistent Boss=177
How to Deal with a Micromanaging Boss=181
How to Deal with a Noncommunicative Boss=186
How to Deal with a Passive Boss=191
How to Deal with a Reactive Boss=195
How to Deal with an Unethical Boss=200
6. Powerful Phrases for Situations You Cause=207
Resolving Conflict : The Wrong Way=209
Why This Doesn't Work=210
Step 1. Think First=211
Step 2. Gain a Better Understanding=213
Step 3. Define the Problem=216
Step 4. Offer Your Best Solution=218
Step 5. Agree on the Resolution=220
Resolving Conflict : The Right Way=221
Why This Works=223
About the Author=225