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Perfect Phrases for Conflict Resolution
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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
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Table of Contents

Chapter 1 - Laying the Foundation for Resolving Conflict * Rules of Engagement * Phases of Conflict * Handling Emotions * Listening * Advocating * Types of Conflict * Personality Conflicts * Cultural ConflictChapter 2 - Perfect Phrases for Resolving Conflict with Your Boss * Performance * Priorities * Resources * Deadlines * Commitment Level * Recognition * Strategic Decisions * Technical Decisions * Project Assignments * Career Opportunities * Salary Chapter 3 - Perfect Phrases for Resolving Conflict with Your Direct Reports * Performance * Priorities * Resources * Deadlines * Commitment Level * Recognition * Strategic Decisions * Technical Decisions * Project Assignments * Career Opportunities * Salary Chapter 4 - Perfect Phrases for Resolving Conflict with Your Peers * Performance * Priorities * Resources * Deadlines * Commitment Level * Recognition * Strategic Decisions * Technical Decisions * Project Assignments * Career Opportunities * Budget Chapter 5 - Perfect Phrases for Resolving Conflict with Your Customers/Suppliers/Vendors * Performance * Priorities * Resources * Deadlines * Commitment Level * Recognition * Technical Decisions * Project Assignments * Business Opportunities * Budget

About the Author

Lawrence Polsky and Antoine Gerschel are managing partners at PeopleNRG, a consultancy firm in Princeton, NJ, that leads teams through change. They are the authors of Perfect Phrases for Communicating Change.

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