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Critical Conversations For Dummies (1118502477) cover image

Critical Conversations For Dummies

ISBN: 978-1-118-50247-1
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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