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　　In the business world, confrontations are inevitable --

whether they're with your employees, peers, bosses, or even

suppliers and customers. Ignored or handled badly, confrontations

can damage workplace relationships and ruin careers.

This volume helps you master the art of effectively managing

difficult interactions. You'll learn how to:

Determine which confrontations are worth an investment of your

time and energy

Understand and manage the strong emotions that can arise during

confrontations

Design solutions that meet all stakeholders' needs

Coach your direct reports to resolve confrontations

productively

Mentor's Message: Why Learn How to Manage

Difficult　Interactions?　ix

Managing Difficult Interactions: The Basics

What Are Difficult Interactions?

　Helpful information about why managers avoid dealing with

　difficult interactions at work.

　Examples of difficult interactions　

　Removing barriers to dealing with conflict　

　Understanding that improvement is possible　

What Causes Difficult Interactions?

　Insights into the many kinds of differences that can trigger

　difficult interactions.

　Differences in positions and interests

　Differences in perceptions, motivations, and styles　

　Differences in life experiences and cultural backgrounds

……

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书籍介绍

In the business world, confrontations are inevitable -- whether they're with your employees, peers, bosses, or even suppliers and customers. Ignored or handled badly, confrontations can damage workplace relationships and ruin careers.

This volume helps you master the art of effectively managing difficult interactions. You'll learn how to:

Understand and manage the strong emotions that can arise during confrontations

Design solutions that meet all stakeholders' needs

Coach your direct reports to resolve confrontations productively