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
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