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The Complete Idiot's Guide to Leadership by Andrew J. DuBrin

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Chapter 16

[image]Managing Conflict

In This Chapter
  • Understanding that leaders need to be good at resolving conflict
  • Resolving conflict with confrontation and problem-solving
  • Inventing options for mutual gain
  • Letting both sides exchange images
  • Using cognitive restructuring
  • Handling criticism constructively
  • Asking good questions to resolve complaints

Returning to the office from an overseas business trip, CEO Byron said to Amy, his executive assistant, “I took the last few days for a vacation swing through London, so I haven’t checked my e-mail. What’s new?”

Amy replied, “A human rights advocate group discovered that our line of fishing poles is made by adolescents ...

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