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HOLDING THE CALM: SECRET RESOLVING CNFLCT DEFUSING TNSN

Management

Business & Economics

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B2B GT

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B2B & B2C

<P>This practical and immediately useful guide meticulously lays out twenty concrete, easy-to-use tools for defusing tension, settling cases, resolving disputes, and rechanneling arguments. Conflict can be destructive. Thousands of years of history have shown that human beings have always struggled to resolve disputes calmly and nonviolently. Now our society has less respect for its institutions and authority figures than ever because most people don’t know how to lead out of a conflict stalemate. But it doesn’t have to be this way. This book is the ultimate guide to help mediators of all kinds develop workable, immediate conflict management skills to approach workplace issues, lawsuits, marriage disputes, and everyday arguments. It is chock full of tools and techniques designed to facilitate civilized discussions involving drastically opposing viewpoints. The book’s short chapters are written in an easy, accessible format to impart rich skills, anecdotes, and lessons that will arm leaders with the best approaches to conflict. It teaches readers how to pick the right solution for the right situation—like when to turn lemons into lemonade and when to reach for the tequila and salt. Reading group discussion guide available in book.</P>

Holding the Calm

PROFESSIONAL & REFERENCE

Duration

Duration Unit Of Measure

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Front Cover.
Half Title Page.
Title Page.
Copyright Page.
Dedication.
Contents.
Foreword.
Foreword, Military Style.
Preface: Why I&#x2019;m Sharing These Secrets with You.
Introduction: Picking the Right Solution for the Right Situation.
1: Words and What to Do With Them.
2: You Talk to People for a Living?.
3: Speak into the Ears That Hear You.
4: Almost, Never, Always, Rarely, a Lot.
5: How to Listen to What Is Not Said.
6: The Magic of Silence.
7: High Emotions Are Diagnostics, Not Symptoms.
8: Situational Awareness: Reading the Room.
9: There Is No Problem, Only a Solution Waiting to Be Found: Find the Self-Interest.
10: Be the Grown-Up in the Room.
11: Winning? Or Not Losing? Leave Them with Their Sword.
12: When Everything Is Hitting the Fan.
13: Us versus Them Mentality&#x2014;But I Am So Reasonable!.
14: &#x201C;It&#x2019;s a Dollar And She Lives in a Hut&#x201D;: The Dangers of Overnegotiating and Negotiating with Jerks.
15: People Are Weird and Wonderful.
16: The Blame Game.
17: Politeness and Civility Matter.
18: We&#x2019;re All Animals in the Zoo.
19: A Dozen Roses&#x2014;Seeking Advice.
20: Cultural and Disability Considerations.
21: Bringing It Home, Closing the Deal, Solving the Problem, Settling the Case, and Resolving the Dispute.
22: Create Small, Winnable Victories.
23: Don&#x2019;t Take No for an Answer.
24: Going Postal&#x2014;Cured.
Conclusion: Your Turn.
Discussion Guide.
Your Holding the Calm Tool Kit Training Prompts.
Notes.
Acknowledgments.
Index.
About the Author.
About the Publisher.
Other Backmatter.

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Holding the Calm