This latest addition to the bestselling series that has sold more than one million copies worldwide is an indispensable quick-reference guide for managers looking for the right phrases for resolving any challenging workplace conflict-whether it be with a superior, a colleague, an employee or themselves.

Topics covered include:

• Rules of Engagement
• Phases of Conflict
• Handling Emotions
• Listening
• Advocating
• Types of Conflict
• Personality Conflicts
• Cultural Conflicts

A special chapter is dedicated to conflict resolution with difficult personalities.