你也可以成为沟通高手

目　录

Ⅰ　致谢 Acknowledgments

1　第一章　什么是解决冲突？

Chapter 1　What Is Conflict Resolution?

1　为什么要避免冲突？ Why Do We Avoid Conflict?

2　冲突能解决吗？ Can Conflict Be Resolved?

3　解决冲突规则　Rules of Engagement

6　解决冲突措辞　Phases of Conflict

9　处理情绪　Handling Emotions

10　妨碍解决冲突的观念　Counterproductive Conflict Beliefs

11　倾听　Listening

12　文化和冲突　Culture and Conflict

13　权力的问题　Issues of Power

14　减少权力差异　How Do We Reduce Power Differences?

30　第二章　完美措辞：如何解决和老板的冲突

Chapter 2　Perfect Phrases for Resolving Conflict with Your Boss

31　完美措辞：被指绩效不佳时如何说

　　Perfect Phrases for Resolving Performance Issues

32　完美措辞：首要事务太多时如何说

　　Perfect Phrases for Telling Your Boss You Have Too Many High Priorities

33　完美措辞：资源匮乏时如何说

　　Perfect Phrases for When There Aren't Enough Resources

34　完美措辞：受到不公待遇时如何说

　　Perfect Phrases for Unfair Treatment

35　完美措辞：老板认为无需改变时如何说

　　Perfect Phrases for Advocating a Change Your Boss Thinks Is Not Necessary

37　完美措辞：与老板紧急会见时如何说

　　Perfect Phrases for an Emergency Meeting with Your Boss

37　完美措辞：和其他上司产生冲突时如何说

　　Perfect Phrases for Conflict with Another Superior

38　完美措辞：应对控制型老板时如何说

　　Perfect Phrases for Dealing with a Micromanaging Boss

40　完美措辞：老板贬低你贡献时如何说

　　Perfect Phrases for When a Manager Minimizes Your Contributions

41　完美措辞：经理漠视你看法时如何说

　　Perfect Phrases for a Manager Who Doesn't Listen to Your Ideas

42　完美措辞：经理没时间见你时如何说

　　Perfect Phrases for a Manager Who Is Not Available

43　完美措辞: 经理大发雷霆时如何说

　　Perfect Phrases for a Manager Who Lashes Out

44　完美措辞：没有获邀参与时如何说

　　Perfect Phrases for Not Being Included

45　完美措辞：经理反对你升迁时如何说

　　Perfect Phrases for When Your Manager Does Not Support Your Advancement

47　完美措辞：结束谈话时如何说

　　Perfect Phrases for Ending Conversations

66　第三章　完美措辞：如何解决和同事的冲突

Chapter 3　Perfect Phrases for Conflict with Peers

66　完美措辞：应对不同意见

　　Perfect Phrases for a Difference of Opinion

67　完美措辞：差异未获解决如何说

　　Perfect Phrases for an Unresolved Difference of Opinion

69　完美措辞：当他人的工作习惯干扰你时如何说

　　Perfect Phrases for When Others' Work Habits Disrupt You

69　完美措辞：面对鲁莽或无礼之人时如何说

　　Perfect Phrases for an Abrupt or Impolite Person

70　完美措辞：面对诋毁嘲弄时如何说

　　Perfect Phrases for Adverse Comments and Ridicule

71　完美措辞：面对占便宜的人时如何说

　　Perfect Phrases for Peers Who Take Advantage

72　完美措辞：面对错误指责时如何说

　　Perfect Phrases for When You're Falsely Blamed

74　完美措辞：关键场合未获邀时如何说

　　Perfect Phrases for When You're Not Included in Critical Situations

76　完美措辞：同事反应迟钝时如何说

　　Perfect Phrases for an Unresponsive Colleague

78　完美措辞：面对不合作同事时如何说

　　Perfect Phrases for an Uncollaborative Peer

79　完美措辞：业务水平受质疑时如何说

　　Perfect Phrases for a Peer Who Challenges Your Expertise

81　完美措辞：如何质疑同事业务水平

　　Perfect Phrases for Challenging Your Peer's Expertise

82　完美措辞：对你不信任的同事如何说

　　Perfect Phrases for Dealing with a Colleague You Don't Trust

104　第四章　如何解决与员工的冲突

Chapter 4　Perfect Phrases for Conflict with Employees

105　完美措辞：和员工讨论冲突如何开头

　　 Perfect Phrases for Opening a Conflict Discussion with an Employee

105　完美措辞：员工表现不佳时如何说

　　 Perfect Phrases for an Underperforming Employee

107　完美措辞：员工消极萎靡时如何说

　　 Perfect Phrases for a Negative Employee

109　完美措辞：员工索要更多资源时如何说

　　 Perfect Phrases for an Employee Requesting More Money, Resources, or Time

110　完美措辞：员工固执不服从时如何说

　　 Perfect Phrases for a Noncompliant Employee

111　完美措辞：员工喜欢对着干时如何说

　　 Perfect Phrases for a Confrontational Employee

113　完美措辞：员工错排首要事务时如何说

　　 Perfect Phrases for an Employee Setting the Wrong Priorities

114　完美措辞：员工工作没有进展时如何说

　　 Perfect Phrases for an Employee Who Doesn't Follow Up

115　完美措辞：员工不能贯彻到底时如何说

　　 Perfect Phrases for an Employee Who Doesn't Follow Through

116　完美措辞：员工一贯姗姗来迟如何说

　　 Perfect Phrases for a Chronically Late Employee

117　完美措辞：员工不能尽职尽责如何说

　　 Perfect Phrases for an Uncommitted Employee

118　完美措辞：员工持反对意见时如何说

　　 Perfect Phrases for a Contradictory Employee

119　完美措辞：员工抱怨其他人时如何说

　　 Perfect Phrases for Dealing with an Employee Complaining About a Colleague

137　第五章　如何解决与顾客及供货商的冲突

Chapter 5　Perfect Phrases for Conflict with Customers and Vendors

137　完美措辞：顾客要求不合理时如何说

　　Perfect Phrases for Unreasonable Requests from Customers

139　完美措辞：顾客抱怨未获邀时如何说

　 　Perfect Phrases for a Customer Left Out of the Loop

140　完美措辞：顾客反对收取费用时如何说

　　 Perfect Phrases for an Applied-Fee Disagreement

141　完美措辞：处理客户、销售和服务三角关系

　　 Perfect Phrases for Triangulation: Service and Sales

142　完美措辞：客户对客服不满意时如何说

　　 Perfect Phrases for When a Customer Is Unhappy About Customer Service

142　完美措辞：错误使客户不安时如何说

　　Perfect Phrases When a Mistake Upsets the Customer

143　完美措辞：客户抱怨没有回应时如何说

　 　Perfect Phrases for Customer Complaints on Unresponsiveness

145　完美措辞：产品提价时对客户如何说

　　 Perfect Phrases for Introducing a Price Increase

146　完美措辞：供货商未履行协议时如何说

　　 Perfect Phrases for a Supplier That Doesn't Follow Through on an Agreement

148　完美措辞：供货商不解决问题时如何说

　　 Perfect Phrases for When a Supplier Doesn't Resolve a Problem

149　完美措辞：供货商占了便宜时如何说

　　 Perfect Phrases for When a Supplier Takes Advantage of You

149　完美措辞：供货商或顾客行为不端时如何说

　　 Perfect Phrases for Unethical Behavior by a Supplier or Customer

150　完美措辞：供货联络人难缠时如何说

　　 Perfect Phrases for Dealing with a Difficult Supplier Contact

151　完美措辞：供货商改变生产重心如何说

　　 Perfect Phrases for a Supplier That Changes Focus

172　第六章　完美措辞：如何与难缠人物打交道

Chapter 6　Perfect Phrases for Conflict with Difficult Personalities

172　好好先生型人物

　　People Pleasers

173　完美措辞：如何应对好好先生型人物

　 　Perfect Phrases for Handling a People Pleaser

174　以势压人型人物

　　 Steamrollers

175　完美措辞：如何应对以势压人型人物

　　 Perfect Phrases for Handling a Steamroller

176　挑衅好斗型人物

　　 Attackers

177　完美措辞：如何应对挑衅好斗型人物

　　 Perfect Phrases for Handling an Attacker

178　情绪地雷型人物

　　 Emotional Land Mines

179　完美措辞：如何应对情绪地雷型人物

　　 Perfect Phrases for Handling an Emotional Land Mine