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