Description: Incompetent, lazy, spotlight-hogging, whiny, backstabbing, avoidant—there's no end to the personality challenges that impede workplace relationships. But interacting effectively with employees, colleagues, and bosses is essential for success. With Powerful Phrases for Dealing with Difficult People, anyone can confront problems head-on, before they fester and spread. Practical and easy to use, the book helps you identify button-pushing situations and deploy simple phrases to regain control and resolve conflicts—no matter who you're dealing with. Helpful features include: • Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each • Nonverbal communication skills to back up your words • Sample dialogues that demonstrate how phrasing improves interactions • A five-step process for moving from conflict to resolution • "Why This Works” sections that provide detailed explanations Like it or not, the bulk of our waking hours are spent with people at work. This book's pithy, powerful communication tips will make those hours far more harmonious and productive. LAURENCE A. PAGNONI has spent 25 years in the nonprofit sector as a fundraising consultant and the executive director of three nonprofit organizations. He is chairman of LAPA Fundraising and the author of INFO, a popular blog about cutting-edge nonprofit fundraising. CONTENTS Acknowledgmentsix Introduction1 PART 1 Powerful Phrases + Actions = Successful Work Relationships 1 Communicating Powerful Phrases7 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 Phrases27 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 Resolution47 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 Situations69 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 Boss155 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 Cause207 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 Author225
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Location: Matraville, NSW
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Restocking Fee: No
Return shipping will be paid by: Buyer
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Item must be returned within: 60 Days
Refund will be given as: Money Back
EAN: 9780814432983
UPC: 9780814432983
ISBN: 9780814432983
MPN: N/A
Book Title: Powerful Phrases for Dealing with Difficult People : Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities
Number of Pages: 240 Pages
Language: English
Publisher: Amacom
Publication Year: 2013
Topic: Human Resources & Personnel Management, Business Communication / General, Conflict Resolution & Mediation, Word Lists, Workplace Culture
Item Height: 0.6 in
Genre: Référence, Business & Economics
Item Weight: 9.3 Oz
Author: Renee Evenson
Item Length: 9.1 in
Item Width: 6 in
Format: Trade Paperback
