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.

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.

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.

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.

“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.

Everyone has a "schmuck" in their office - a difficult, disruptive person who upsets the workplace, confuses their coworkers, and causes concern. No one is safe from a schmuck. They come in many sizes and shapes. In her new audiobook, Dr. Jody Foster explains the entire spectrum of schmucks and how they can decrease productivity and generally make everyone else unhappy.

It takes time to become a leader. While some people appear to be born leaders, the ability to lead is actually a collection of skills, nearly all of which can be learned and improved upon. Based on his New York Times best seller, The 21 Irrefutable Laws of Leadership, Dr. John C. Maxwell presents a daily plan to help you grow as a leader in your personal, professional, and spiritual life.

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.

Most of us know deep down that if we just got over our fear of rejection, our fear of being continually judged and ridiculed by others, we would basically become unstoppable. Engaging and thought-provoking throughout, Don’t Care What Other People Think skillfully brings together valuable insights and practical frameworks that everyone can understand and apply.

Conflicts are not always avoidable...but they are controllable. That's where conflict resolution comes in. For your safety, well-being, and best interest, it's important to know how to resolve conflicts whenever they creep up, as soon as possible!

You’ve heard about taking personal responsibility. You know about the importance of having a strong, healthy mindset. Here’s the big idea: These two concepts are 100 percent connected. Taking responsibility equals a strong, healthy mindset. But how do you take personal responsibility? That sounds like no fun! Paul Campbell Aucoin provides a shockingly simple breakthrough, using an easy-to-remember shortcut that turns taking responsibility into a skill.

We've decided by consensus that consensus is good. In In Defense of Troublemakers, psychologist Charlan Nemeth argues that this principle is completely wrong: left unchallenged, the majority opinion is often biased, unoriginal, or false. It leads planes and markets to crash, causes juries to convict innocent people, and can quite literally make people think blue is green. In the name of comity, we embrace stupidity. We can make better decisions by embracing dissent. Dissent forces us to question the status quo, consider more information, and engage in creative decision-making.

Your management mentor in a book! This is the go-to guide on making good decisions, helping teams work together, dealing with people problems, and achieving goals when you're newly in charge or looking to brush up on your leadership skills. Wait, I'm the Boss?!? is chock-full of useful information, tips, and checklists that can be used by anyone who aspires to become a skilled manager. While it’s written with the new manager in mind, it can also serve as a useful refresher for any manager, no matter how experienced he or she may be.

Popular master mediator Hesha Abrams has tens of thousands of hours in the trenches mediating human conflict, and she shares her pragmatic wisdom in digestible bites that detail how to improve situations and solve difficult problems between human beings, from family and workplace disputes to complex commercial and global conflicts.

Like all relationships, the ones we have at work are subject to stresses—maybe even fractures that can really take a toll on the workplace. Productivity is lost. Time is wasted. Tension mounts. Cooperation is reduced. And the workplace becomes toxic. What’s the solution? In Making Things Right at Work, Dr. Gary Chapman is joined by business consultants Dr. Jennifer Thomas and Dr. Paul White to offer the strategies you need to restore harmony at work. Don’t let broken relationships taint your work environment. Take the needed steps to make things right today.

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.

Struggling with an ingrained negative attitude? There's real hope for you! You can change and become a winner. You can develop the attitude of mind which brings peace, courage, and success.

Two former Harvard faculty—one an internationally-recognized negotiator and conflict management expert from Harvard Law, the other a leading behavioral neurologist and cutting-edge scientist from Harvard Med—join forces to introduce conflict resilience: the radical act of sitting in and growing from conflict to break the bad habits that sabotage our politics, workplaces, and most important relationships.

Managing conflict is a core capability for today's leaders. In this book, Mark Rosenberg draws on his extensive experience as an executive coach and mediator to provide leaders with insights and practical tools to improve communication and master hard conversations. Mastering Hard Conversations provides a proven, practical, structured approach to help you become a better leader by improving your communication and conflict management skills.

Globalization means that we need to be prepared to interact with people from a wide range of cultures. But it's impossible to learn the particular customs and traits of every culture you might regularly come into contact with. Cultural Intelligence teaches techniques that will allow you to function effectively in any culture. Instead of providing a laundry list of culturally specific dos and don'ts, Thomas and Inkson show how to pay attention in a mindful and creative way to cues in cross-cultural situations.