Thank you for visiting us. We are currently updating our shopping cart and regret to advise that it will be unavailable until September 1, 2014. We apologise for any inconvenience and look forward to serving you again.
  • Print
  • Share
Critical Conversations For Dummies (1118502477) cover image

Critical Conversations For Dummies

ISBN: 978-1-118-50247-1
336 pages
March 2013
US $12.99 Purchase This E-book

This price is valid for United States. Change location to view local pricing and availability.

How to read this e-book on:
Adobe e-books are read using Adobe Digital Editions. Install Adobe Digital Editions on your PC in order to read or transfer your e-book.
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

  • Print
  • Share