成功应对职场困境全攻略：销售百万的职场完美措辞

致谢 Acknowledgments

第一章 职场困境简析

Part One An Introduction to Difficult Situations at Work

化解职场困境的七个决定性因素

Seven Determining Factors When Addressing Difficult Situations at Work

第二章 职场中常见的尴尬局面

Part Two Embarrassing Situations at Work

错发私人电子邮件

A Personal E-Mail Reaches Someone Else

私人电子邮件被错误地群发

A Personal E-Mail Reaches Almost Everyone Else

为客户制定的方案中出现了其他客户的名称

You Send a Client a Proposal with a Different Client's Name in It

老板无意中听到你对职场中人员和事情的批评言辞

Your Boss Overhears You Criticizing Something or Someone at Work

你正在批评某人，后来发现当事人可能听到了

You Were Criticizing Someone, Then Realized the Person May Have Heard

听到了同事对你的非议

You Hear a Coworker Criticizing You

向客户催款，但实际上对方已经付过了

You Demand Payment from a Client Who, It Turns Out, Paid You Already

你当众慷慨激昂地强调一个观点，紧接着却发现自己弄错了

You Emphasize a Point—Strongly and in Front of Lots of People—Then Immediately Discover You're Wrong

你在报告中提供的事实或者建议被发现是错误的

You Provide Facts or Advice in a Report That Proves to Be Wrong

偶尔(明显地)打嗝、呻吟或者放屁(这的确时有发生)

You Accidentally—but Obviously—Burp,Groan, or Break Wind(It Does Happen)

叫错别人的名字

You Call a Person by the Wrong Name

第三章 聚光灯下(怎么会站在这儿？！)

Part Three In the Spotlight—(and Not Sure How You Got There)

大庭广众之下感到难以胜任，毫无准备

You're in Front of a Group and Feel Utterly Incompetent—and Unprepared

没带必要的幻灯片、讲义或者是演讲稿的复印件

You Don't Have the Required Slides, Handouts, or Other Copy for Your Presentation

需要延长会议或者通过电子邮件重新召集会议讨论某个棘手的问题

You Need to Prolong a Meeting—or Reconvene One via E-Mail—on a Difficult Topic

同事让你处理某一难题，并且你知道与会者不喜欢这一话题

Your Colleagues Ask You to Address a Situation That You Know the Audience Won't Like

顾客在公司接待室大声抱怨时，员工向你求助

An Employee Turns to You for Help When a Customer Starts Complaining—Loudly—in the Lobby of Your Business

在会议上，与会者要求你解释公司发生的一桩丑闻

At a Meeting, Participants Ask You to Explain a Scandal That Occurred at Your Company

新闻界让你谈论你们行业所面临的某个问题

A Newspaper Asks You to Discuss a Problem Confronting Your Industry

你成为某一问题或其他棘手情况的关键人物，而你并不清楚怎么会这样

You're the Point Person for a Problem or Other Difficult Situation—but You're Not Sure Why

第四章 职场中遭遇个人不幸

Part Four When Personal Tragedies Flare Up at Work

同事被诊断出严重病情

A Colleague Is Diagnosed with a Serious Illness

员工由于健康原因必须休假

An Employee Must Take Leave Because of a Health Problem

同事的配偶或父母去世

A Colleague’s Partner or Parent Dies

员工由于父母或子女生病需要照顾而耽误工作

An Employee Must Miss Work Because a Parent or Child Is Sick and Requires Attention

你正经历个人困境，工作需要弹性安排

You Are Experiencing Personal Problems and Need Flexibility at Work

你由于个人原因必须离职，但最终可能想重返岗位

You Must Leave Your Job for Personal Reasons but May Want to Return Eventually

第五章 遭遇违抗和怠工

Part Five In the Fire of Sabotage and Insubordination

持续的消极对抗和抱怨削弱了团队的士气和精力

A Constant Air of Passive-Aggressive Whining Undermines Team Morale and Energy

合伙人想要窃取你的项目

Associates Try to Steal Your Project

你的公司或合伙人向客户谎报工作量以获得更多的业务

Your Company or Business Partners Are Lying to the Client About the Scope of Work So They Get More Business

供应商未能提供所承诺的服务

Service Providers Don't Supply What They Promised

大批员工突然跳槽到竞争对手的公司

There's a Sudden Exodus of Employees to Your Competitor

你们的公司遭遇恶意收购

Your Company Gets Bought Out in a Hostile Situation

第六章 应对压力

Part Six Pressure Cookers

项目时间紧迫

Tight Deadline for a Project

突发问题导致期限紧迫

Sudden Deadline Because of Unexpected Problems

限期紧张源于竞争对手威胁要抢先发布新产品或者抢先开展新业务

Tight Deadline Because a Competitor Threatens to Launch a Product—or Open a New Business—Before You Do

你搞砸了一个项目，必须对客户做出解释

You Derail a Project and Must Explain to the Customer

由于法律或其他方面的新规定，你必须改变你的员工规则、文件或者流程

Because of New Requirements (Legal or Otherwise), You Must Redirect Your Employees, Your Paperwork, and Your Processes

第七章 遭遇财务困境

Part Seven Difficult Financial Situations

你的团队预算花光了，必须对此给予解释

Your Team Went Over Budget, and You Must Explain Why

需要应急专款

You Need Unexpected Funding

你得知有员工窃取公司财物

You Learn Some of the Employees Are Stealing from the Company

心仪的客户拖欠款项，你无法与对方交易

You Can't Sell to a Favored Client Because His Back Payments Are Long Overdue

现金流转出现问题，你被迫推迟支付员工和承包商的工资

You Have to Delay Your Employees' and Contractors' Pay Because of Cash Flow Problems

由于现金流转问题，你必须让客户提前付款

You Need to Ask Clients to Send Their Payments Early Because of Cash Flow Issues

你目前工资收支不相抵，需要争取加薪

You Can't Make Ends Meet on Your Current Salary and Need to Push Hard for a Raise

第八章 两性关系的沼泽

Part Eight Relationship Quagmires

两名员工之间关系暧昧

When Two Employees Are Having an Affair

老板不正当地向你表示好感

When You Receive Inappropriate Overtures from a Boss

同事向你献殷勤

When a Coworker Comes On to You

客户以下流的、粗鲁的或其他不正当的行为骚扰你或者你的员工

When a Client Bothers You or Your Employees through Lewd, Rude, or Other Inappropriate Behavior

员工在工作时间使用不适当的材料或登陆成人网站

When an Employee Uses Inappropriate Materials or Accesses Adult Web Sites at Work

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