Chapter 1 The Promise: Tools for Difficult Conversations
Chapter 2 The Price You Pay for Avoiding Conflict
Chapter 3 What Stops You From Handling Conflict?
Chapter 4 Courage Is Your Partner
Chapter 5 Learning to Handle Yourself Under Fire
Chapter 6 Creating the “You” Who Stands Up for Yourself
Chapter 7 Teflon Yourself to Criticism
Chapter 8 Develop Your Arsenal for Counteracting Attacking Comments
Part 3 Your Tool Chest: Skills and Tactics for Defusing 75 Percent of Conflicts
Chapter 9 Listening As If You Mean It
Chapter 11 Conflict-Resolution Questions: How to Effectively Question to Surface Key Issues Without Offending or Pushing ...
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