Business Conflict Resolution

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters.

Every day you're driven nuts by the people around you making common sense errors and irrational decisions. Imagine what life would look like if you didn't have to waste time and energy dealing with stubborn, clueless, argumentative, defensive, or apathetic coworkers! Thank goodness Eric Bailey translates decades of brain science research into every-day language, helping you break through common communication barriers that will improve every relationship in your life.

Proven techniques for resolving workplace conflicts. After years of seeing clients struggling and their businesses suffering with destructive conflicts, Diane Katz developed the Working Circle, a step-by-step process that helps everyone in business resolve conflict in a nonconfrontational, creative, collaborative way. Win at Work! provides you with a no-nonsense guide based on real-life examples of people at pivotal points in their careers. Filled with practical wisdom, it reveals how you can move around the roadblocks that, if left unattended, can stop you in your tracks.

This definitive box set includes all the landmark speeches of the great orator and American leader Martin Luther King, Jr., from his inspirational "I Have a Dream" to his firey "Give Us the Ballot." Comprised of recordings previously included in A Call to Conscience and A Knock at Midnight, The Essential Box Set is a must-have for any home, library, or school collection.

Research tells us that one in twenty people have no empathy. Empathy is the human ingredient that enables trust, forges bonds and allows teams to work and workplaces to thrive. The psychopath is not interested in cooperative effort but in individual power and glory - and they will stomp on anyone who gets in their way. Using research and stories drawn from history, politics, sports and business, Gillespie explains how workplace psychopaths - from bosses to clients, colleagues and customers - see the world, and highlights their devastating impact on workplaces.

In Creative Conflict, negotiation experts Bill Sanders and Frank Mobus use a dynamic, dialectical approach to show how negotiations are driven by competition and cooperation at the same time. They believe that when we tiptoe around conflict, we negotiate in a halfhearted way that limits our results. By contrast, creative negotiators probe and push until they hit a wall of disagreement, and then they figure out how to get past it.

For almost 30 years, conflict resolution practitioners, faculty, and students have depended on The Mediation Process as the all-inclusive guide to the discipline. The most comprehensive book written on mediation, this reference is perfect for new and experienced conflict managers working in any area of dispute resolution - family, community, employment, business, environmental, public policy multicultural, or international. This is the expert's guide, and the Fourth Edition has been expanded and revised to keep pace with developments in the field.

Today, in an instant, leaders can find themselves face-to-face with crisis. An active shooter. A media controversy. A data breach. In You're It, the faculty of the National Preparedness Leadership Initiative at Harvard University takes you to the front lines of some of the toughest decisions facing our nation's leaders - from how to mobilize during a hurricane or in the aftermath of a bombing to halting a raging pandemic. They also take listeners through the tough decision-making inside the world's largest companies, hottest startups, and leading nonprofits.

Unresolved conflict is workplace kryptonite. Learn how to develop the mindset and skills to defuse disagreements, overcome division, and turn conflict into an opportunity for growth. Unresolved workplace conflict wastes time, increases stress, and negatively affects business outcomes. But conflict isn’t the problem, mismanagement is. Leaders unintentionally mismanage conflict when they fall into patterns of what Marlene Chism calls “the Three A's”: aggression, avoidance, and appeasing.

We tend to think of our lives as being split between the professional and the personal, believing that in order to lead successfully, we must separate our roles at work and at home. But managing two divided identities exhausts us and derails our ability to be effective, skillful leaders in all the spheres we inhabit. In this groundbreaking audiobook, therapist, consultant, coach, and family enterprise advisor Deena Chochinov shows you how to integrate your professional and personal selves to show up whole in both places.

Do you struggle to get along with your co-workers or especially one in particular? Would you like to find a way to manage your workplace conflict and reduce stress at work? Do you want to learn the skills of conflict management? Then this book is for you! Conflict at Work teaches you about the different kinds of conflict that commonly happen in the workplace and the best ways to reduce them.

Negotiation expert Kwame Christian's motto is: "The best things in life are on the other side of difficult conversations." If we want a more equitable workplace, and a more equitable world, we have to talk to each other about race. But, for so many of us, that's easier said than done.

How to Be Resilient in Your Career: Facing Up to Barriers at Work is a reliable resource presented with nuance, depth, and specificity. Psychologists, psychotherapists, social workers, and HR professionals who are looking for effective advice when supporting people struggling with these issues will greatly benefit from this book—as will early career professionals and established earners looking to resolve their career issues.

Jennifer Kahnweiler offers a five-step process that will enable introverts and extroverts to work together harmoniously and achieve more than they ever could on their own. The process can be precarious. The key, Kahnweiler says, is to remember that these relationships are most successful when opposites stop emphasizing their differences and use approaches that focus them both on moving toward results.

Nuts and Bolts helps you figure out the stuff that makes people tick. It provides the key to cracking the communication code. It’s rooted in straight talk, without losing a sense of humor. All of us are forced to deal with people who confound and annoy us; this book neutralizes that frustration. Hundreds of thousands have experienced these concepts. Now, it’s your turn. Anywhere there are people, there is behavior; anywhere there is behavior…this book can help.

“Accountability is the glue that ties commitment to the result." This quote, from author Bob Proctor, illustrates perfectly the key role accountability plays in personal and organizational success. But it begs the question: If accountability brings results then how do I ensure it in my own life? It feels like nobody is accountable today. Excuses abound, and our society seems to have fostered an atmosphere of complacency. This culture of complacency can seriously hurt your team or organization.

Negotiating is an art. It's complicated. To become an exceptional negotiator traditionally requires years of experience in negotiations. But that doesn't mean that most people can't quickly and easily learn proven negotiating skill and techniques if someone shows them what to do. This book does exactly that. Never Lose Again reveals a simple but remarkably effective set of fifty questions that anyone can immediately use to become far better negotiators.

As a manager, you tend to walk a tightrope with executives on one side and employees on the other. But while managing personalities, team dynamics, and company culture aren't your only responsibilities, they are vital to the well-being of any company. To help you boost productivity and find the right management style for you, the staff of Entrepreneur helps you tap into the expertise of over 20 contributors and learn how to: delegate the right jobs to the right people; decentralize management and boost employee productivity; promote accountability; and much more.

We all need help navigating the politics of ministry. In The Politics of Ministry, Bob Burns, Tasha Chapman, and Donald Guthrie combine their long ministry experience with sociological research on the topic. Filled with real-life stories taken from a variety of ministry settings, this book sets out wise principles and practices that help us see more clearly the political dynamics at play in our churches and parachurch ministries.

A high-performing company culture can translate into happy employees, a productive and engaging work environment, and fluid communications. To help you define and create a culture that works in today's competitive world, Entrepreneur's community of small-business owners and entrepreneurs share their battle-tested strategies, hard-won advice, and secrets behind what works and what doesn't.