Perfect Phrases for Conflict Resolution: Hundreds of Ready-to-Use Phrases for Encouraging a More Productive and Efficient Work Environment

Perfect Phrases for Conflict Resolution: Hundreds of Ready-to-Use Phrases for Encouraging a More Productive and Efficient Work Environment

by Lawrence Polsky, Antoine Gerschel
Released June 2011
Publisher(s): McGraw-Hill
ISBN: 9780071760423

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Book description

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME

Conflict in the workplace is inevitable. When you have the right words and phrases at your command, you can quickly resolve any disagreement—and prevent it from spreading into an uncontrollable fire.

Perfect Phrases for Conflict Resolution has hundreds of ready-to-use phrases, dialogs, and practice scripts to help you rise above the conflict and focus on solving the problem, whether it's with an employee, boss, customer, supplier, or coworker. This handy, quick-reference guide provides effective language for dealing with:

  • A micromanaging supervisor
  • An underperforming employee
  • A peer's disruptive work habits
  • Unreasonable or unethical customer requests
  • Abrupt, rude, and unprofessional coworkers

Table of contents

  1. Cover Page
  2. Perfect Phrases™ for Conflict Resolution
  3. Copyright Page
  4. Contents
  5. Acknowledgments
  6. Chapter 1 What Is Conflict Resolution?
    1. Why Do We Avoid Conflict?
    2. Can Conflict Be Resolved?
    3. Rules of Engagement
    4. Phases of Conflict
    5. Handling Emotions
    6. Counterproductive Conflict Beliefs
    7. Listening
    8. Culture and Conflict
    9. Issues of Power
    10. How Do We Reduce Power Differences?
  7. Chapter 2 Perfect Phrases for Resolving Conflict with Your Boss
    1. Perfect Phrases for Resolving Performance Issues
    2. Perfect Phrases for Telling Your Boss You Have Too Many High Priorities
    3. Perfect Phrases for When There Aren’t Enough Resources
    4. Perfect Phrases for Unfair Treatment
    5. Perfect Phrases for Advocating a Change Your Boss Thinks Is Not Necessary
    6. Perfect Phrases for an Emergency Meeting with Your Boss
    7. Perfect Phrases for Conflict with Another Superior
    8. Perfect Phrases for Dealing with a Micromanaging Boss
    9. Perfect Phrases for When a Manager Minimizes Your Contributions
    10. Perfect Phrases for a Manager Who Doesn’t Listen to Your Ideas
    11. Perfect Phrases for a Manager Who Is Not Available
    12. Perfect Phrases for a Manager Who Lashes Out
    13. Perfect Phrases for Not Being Included
    14. Perfect Phrases for When Your Manager Does Not Support Your Advancement
    15. Perfect Phrases for Ending Conversations
  8. Chapter 3 Perfect Phrases for Conflict with Peers
    1. Perfect Phrases for a Difference of Opinion
    2. Perfect Phrases for an Unresolved Difference of Opinion
    3. Perfect Phrases for When Others’ Work Habits Disrupt You
    4. Perfect Phrases for an Abrupt or Impolite Person
    5. Perfect Phrases for Adverse Comments and Ridicule
    6. Perfect Phrases for Peers Who Take Advantage
    7. Perfect Phrases for When You’re Falsely Blamed
    8. Perfect Phrases for When You’re Not Included in Critical Situations
    9. Perfect Phrases for an Unresponsive Colleague
    10. Perfect Phrases for an Uncollaborative Peer
    11. Perfect Phrases for a Peer Who Challenges Your Expertise
    12. Perfect Phrases for Challenging Your Peer’s Expertise
    13. Perfect Phrases for Dealing with a Colleague You Don’t Trust
  9. Chapter 4 Perfect Phrases for Conflict with Employees
    1. Perfect Phrases for Opening a Conflict Discussion with an Employee
    2. Perfect Phrases for an Underperforming Employee
    3. Perfect Phrases for a Negative Employee
    4. Perfect Phrases for an Employee Requesting More Money, Resources, or Time
    5. Perfect Phrases for a Noncompliant Employee
    6. Perfect Phrases for a Confrontational Employee
    7. Perfect Phrases for an Employee Setting the Wrong Priorities
    8. Perfect Phrases for an Employee Who Doesn’t Follow Up
    9. Perfect Phrases for an Employee Who Doesn’t Follow Through
    10. Perfect Phrases for a Chronically Late Employee
    11. Perfect Phrases for an Uncommitted Employee
    12. Perfect Phrases for a Contradictory Employee
    13. Perfect Phrases for Dealing with an Employee Complaining About a Colleague
  10. Chapter 5 Perfect Phrases for Conflict with Customers and Vendors
    1. Perfect Phrases for Unreasonable Requests from Customers
    2. Perfect Phrases for a Customer Left Out of the Loop
    3. Perfect Phrases for an Applied-Fee Disagreement
    4. Perfect Phrases for Triangulation: Service and Sales
    5. Perfect Phrases for When a Customer Is Unhappy About Customer Service
    6. Perfect Phrases When a Mistake Upsets the Customer
    7. Perfect Phrases for Customer Complaints on Unresponsiveness
    8. Perfect Phrases for Introducing a Price Increase
    9. Perfect Phrases for a Supplier That Doesn’t Follow Through on an Agreement
    10. Perfect Phrases for When a Supplier Doesn’t Resolve a Problem
    11. Perfect Phrases for When a Supplier Takes Advantage of You
    12. Perfect Phrases for Unethical Behavior by a Supplier or Customer
    13. Perfect Phrases for Dealing with a Difficult Supplier Contact
    14. Perfect Phrases for a Supplier That Changes Focus
  11. Chapter 6 Perfect Phrases for Conflict with Difficult Personalities
    1. People Pleasers
    2. Perfect Phrases for Handling a People Pleaser
    3. Steamrollers
    4. Perfect Phrases for Handling a Steamroller
    5. Attackers
    6. Perfect Phrases for Handling an Attacker
    7. Emotional Land Mines
    8. Perfect Phrases for Handling an Emotional Land Mine
  12. About the Authors

Product information

  • Title: Perfect Phrases for Conflict Resolution: Hundreds of Ready-to-Use Phrases for Encouraging a More Productive and Efficient Work Environment
  • Author(s): Lawrence Polsky, Antoine Gerschel
  • Release date: June 2011
  • Publisher(s): McGraw-Hill
  • ISBN: 9780071760423