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Critical Conversations For Dummies

ISBN: 978-1-118-50247-1
E-book
336 pages
March 2013
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Introduction 1

Part I: The Anatomy of a Critical Conversation 7

Chapter 1: Let’s Get Critical! Making Conversations Count 9

Chapter 2: The Ins and Outs of a Critical Conversation 23

Chapter 3: Critical Conversations: Key Elements to Get You Started 43

Chapter 4: Delivering the Message with Impact 57

Chapter 5: Knowing When It’s Time to Have a Critical Conversation 69

Part II: Making Sense of How You Communicate 83

Chapter 6: Building Effective Verbal Communication Techniques 85

Chapter 7: Grasping Nonverbal Cues 99

Chapter 8: Working with Different Communication Styles 113

Part III: Getting Down to Specifics: Creating a Critical Conversation 127

Chapter 9: Here’s the Warm-Up: Getting Yourself Ready 129

Chapter 10: Keeping Challenging Situations Productive 143

Chapter 11: Closing the Conversation with Ease 159

Part IV: Putting It All into Practice 169

Chapter 12: Conversations in Good Times 171

Chapter 13: Conversations in Bad Times 185

Chapter 14: Dealing with Staff Disputes 199

Chapter 15: Identifying and Working through Workplace Complaints 215

Chapter 16: Resolving Difficult Behaviors with Critical Conversations 231

Chapter 17: Customer Conversations 249

Chapter 18: Hot Topics in Team Conversations 263

Part V: The Part of Tens 273

Chapter 19: Ten Benefits of Leading a Critical Conversation 275

Chapter 20: Ten Ways to Keep Your Cool No One Else Is 283

Chapter 21: Ten Ways to Manage a Conversation That’s Going South 291

Index 299

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