目 錄 Ⅰ 致謝 Acknowledgments 1 第一章 什么是解決沖突？ Chapter 1 What Is Conflict Resolution? 1 為什么要避免沖突？ Why Do We Avoid Conflict? 2 沖突能解決嗎？ Can Conflict Be Resolved? 3 解決沖突規(guī)則 Rules of Engagement 6 解決沖突措辭 Phases of Conflict 9 處理情緒 Handling Emotions 10 妨礙解決沖突的觀念 Counterproductive Conflict Beliefs 11 傾聽(tīng) Listening 12 文化和沖突 Culture and Conflict 13 權(quán)力的問(wèn)題 Issues of Power 14 減少權(quán)力差異 How Do We Reduce Power Differences? 30 第二章 完美措辭：如何解決和老板的沖突 Chapter 2 Perfect Phrases for Resolving Conflict with Your Boss 31 完美措辭：被指績(jī)效不佳時(shí)如何說(shuō) Perfect Phrases for Resolving Performance Issues 32 完美措辭：首要事務(wù)太多時(shí)如何說(shuō) Perfect Phrases for Telling Your Boss You Have Too Many High Priorities 33 完美措辭：資源匱乏時(shí)如何說(shuō) Perfect Phrases for When There Aren't Enough Resources 34 完美措辭：受到不公待遇時(shí)如何說(shuō) Perfect Phrases for Unfair Treatment 35 完美措辭：老板認(rèn)為無(wú)需改變時(shí)如何說(shuō) Perfect Phrases for Advocating a Change Your Boss Thinks Is Not Necessary 37 完美措辭：與老板緊急會(huì)見(jiàn)時(shí)如何說(shuō) Perfect Phrases for an Emergency Meeting with Your Boss 37 完美措辭：和其他上司產(chǎn)生沖突時(shí)如何說(shuō) Perfect Phrases for Conflict with Another Superior 38 完美措辭：應(yīng)對(duì)控制型老板時(shí)如何說(shuō) Perfect Phrases for Dealing with a Micromanaging Boss 40 完美措辭：老板貶低你貢獻(xiàn)時(shí)如何說(shuō) Perfect Phrases for When a Manager Minimizes Your Contributions 41 完美措辭：經(jīng)理漠視你看法時(shí)如何說(shuō) Perfect Phrases for a Manager Who Doesn't Listen to Your Ideas 42 完美措辭：經(jīng)理沒(méi)時(shí)間見(jiàn)你時(shí)如何說(shuō) Perfect Phrases for a Manager Who Is Not Available 43 完美措辭: 經(jīng)理大發(fā)雷霆時(shí)如何說(shuō) Perfect Phrases for a Manager Who Lashes Out 44 完美措辭：沒(méi)有獲邀參與時(shí)如何說(shuō) Perfect Phrases for Not Being Included 45 完美措辭：經(jīng)理反對(duì)你升遷時(shí)如何說(shuō) Perfect Phrases for When Your Manager Does Not Support Your Advancement 47 完美措辭：結(jié)束談話時(shí)如何說(shuō) Perfect Phrases for Ending Conversations 66 第三章 完美措辭：如何解決和同事的沖突 Chapter 3 Perfect Phrases for Conflict with Peers 66 完美措辭：應(yīng)對(duì)不同意見(jiàn) Perfect Phrases for a Difference of Opinion 67 完美措辭：差異未獲解決如何說(shuō) Perfect Phrases for an Unresolved Difference of Opinion 69 完美措辭：當(dāng)他人的工作習(xí)慣干擾你時(shí)如何說(shuō) Perfect Phrases for When Others' Work Habits Disrupt You 69 完美措辭：面對(duì)魯莽或無(wú)禮之人時(shí)如何說(shuō) Perfect Phrases for an Abrupt or Impolite Person 70 完美措辭：面對(duì)詆毀嘲弄時(shí)如何說(shuō) Perfect Phrases for Adverse Comments and Ridicule 71 完美措辭：面對(duì)占便宜的人時(shí)如何說(shuō) Perfect Phrases for Peers Who Take Advantage 72 完美措辭：面對(duì)錯(cuò)誤指責(zé)時(shí)如何說(shuō) Perfect Phrases for When You're Falsely Blamed 74 完美措辭：關(guān)鍵場(chǎng)合未獲邀時(shí)如何說(shuō) Perfect Phrases for When You're Not Included in Critical Situations 76 完美措辭：同事反應(yīng)遲鈍時(shí)如何說(shuō) Perfect Phrases for an Unresponsive Colleague 78 完美措辭：面對(duì)不合作同事時(shí)如何說(shuō) Perfect Phrases for an Uncollaborative Peer 79 完美措辭：業(yè)務(wù)水平受質(zhì)疑時(shí)如何說(shuō) Perfect Phrases for a Peer Who Challenges Your Expertise 81 完美措辭：如何質(zhì)疑同事業(yè)務(wù)水平 Perfect Phrases for Challenging Your Peer's Expertise 82 完美措辭：對(duì)你不信任的同事如何說(shuō) Perfect Phrases for Dealing with a Colleague You Don't Trust 104 第四章 如何解決與員工的沖突 Chapter 4 Perfect Phrases for Conflict with Employees 105 完美措辭：和員工討論沖突如何開(kāi)頭 Perfect Phrases for Opening a Conflict Discussion with an Employee 105 完美措辭：?jiǎn)T工表現(xiàn)不佳時(shí)如何說(shuō) Perfect Phrases for an Underperforming Employee 107 完美措辭：?jiǎn)T工消極萎靡時(shí)如何說(shuō) Perfect Phrases for a Negative Employee 109 完美措辭：?jiǎn)T工索要更多資源時(shí)如何說(shuō) Perfect Phrases for an Employee Requesting More Money, Resources, or Time 110 完美措辭：?jiǎn)T工固執(zhí)不服從時(shí)如何說(shuō) Perfect Phrases for a Noncompliant Employee 111 完美措辭：?jiǎn)T工喜歡對(duì)著干時(shí)如何說(shuō) Perfect Phrases for a Confrontational Employee 113 完美措辭：?jiǎn)T工錯(cuò)排首要事務(wù)時(shí)如何說(shuō) Perfect Phrases for an Employee Setting the Wrong Priorities 114 完美措辭：?jiǎn)T工工作沒(méi)有進(jìn)展時(shí)如何說(shuō) Perfect Phrases for an Employee Who Doesn't Follow Up 115 完美措辭：?jiǎn)T工不能貫徹到底時(shí)如何說(shuō) Perfect Phrases for an Employee Who Doesn't Follow Through 116 完美措辭：?jiǎn)T工一貫姍姍來(lái)遲如何說(shuō) Perfect Phrases for a Chronically Late Employee 117 完美措辭：?jiǎn)T工不能盡職盡責(zé)如何說(shuō) Perfect Phrases for an Uncommitted Employee 118 完美措辭：?jiǎn)T工持反對(duì)意見(jiàn)時(shí)如何說(shuō) Perfect Phrases for a Contradictory Employee 119 完美措辭：?jiǎn)T工抱怨其他人時(shí)如何說(shuō) Perfect Phrases for Dealing with an Employee Complaining About a Colleague 137 第五章 如何解決與顧客及供貨商的沖突 Chapter 5 Perfect Phrases for Conflict with Customers and Vendors 137 完美措辭：顧客要求不合理時(shí)如何說(shuō) Perfect Phrases for Unreasonable Requests from Customers 139 完美措辭：顧客抱怨未獲邀時(shí)如何說(shuō) Perfect Phrases for a Customer Left Out of the Loop 140 完美措辭：顧客反對(duì)收取費(fèi)用時(shí)如何說(shuō) Perfect Phrases for an Applied-Fee Disagreement 141 完美措辭：處理客戶、銷售和服務(wù)三角關(guān)系 Perfect Phrases for Triangulation: Service and Sales 142 完美措辭：客戶對(duì)客服不滿意時(shí)如何說(shuō) Perfect Phrases for When a Customer Is Unhappy About Customer Service 142 完美措辭：錯(cuò)誤使客戶不安時(shí)如何說(shuō) Perfect Phrases When a Mistake Upsets the Customer 143 完美措辭：客戶抱怨沒(méi)有回應(yīng)時(shí)如何說(shuō) Perfect Phrases for Customer Complaints on Unresponsiveness 145 完美措辭：產(chǎn)品提價(jià)時(shí)對(duì)客戶如何說(shuō) Perfect Phrases for Introducing a Price Increase 146 完美措辭：供貨商未履行協(xié)議時(shí)如何說(shuō) Perfect Phrases for a Supplier That Doesn't Follow Through on an Agreement 148 完美措辭：供貨商不解決問(wèn)題時(shí)如何說(shuō) Perfect Phrases for When a Supplier Doesn't Resolve a Problem 149 完美措辭：供貨商占了便宜時(shí)如何說(shuō) Perfect Phrases for When a Supplier Takes Advantage of You 149 完美措辭：供貨商或顧客行為不端時(shí)如何說(shuō) Perfect Phrases for Unethical Behavior by a Supplier or Customer 150 完美措辭：供貨聯(lián)絡(luò)人難纏時(shí)如何說(shuō) Perfect Phrases for Dealing with a Difficult Supplier Contact 151 完美措辭：供貨商改變生產(chǎn)重心如何說(shuō) Perfect Phrases for a Supplier That Changes Focus 172 第六章 完美措辭：如何與難纏人物打交道 Chapter 6 Perfect Phrases for Conflict with Difficult Personalities 172 好好先生型人物 People Pleasers 173 完美措辭：如何應(yīng)對(duì)好好先生型人物 Perfect Phrases for Handling a People Pleaser 174 以勢(shì)壓人型人物 Steamrollers 175 完美措辭：如何應(yīng)對(duì)以勢(shì)壓人型人物 Perfect Phrases for Handling a Steamroller 176 挑釁好斗型人物 Attackers 177 完美措辭：如何應(yīng)對(duì)挑釁好斗型人物 Perfect Phrases for Handling an Attacker 178 情緒地雷型人物 Emotional Land Mines 179 完美措辭：如何應(yīng)對(duì)情緒地雷型人物 Perfect Phrases for Handling an Emotional Land Mine
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