Every day, supervisors encounter difficult on-the-job conflicts for which they are essentially unprepared. This text gives supervisors word-for-word responses they can use to successfully mediate conflicts, gain support and stop potentially destructive situations before they undermine their authority and job success. This management tool also provides: business-tested strategies for replacing anger and resentment with control; impulsive reaction with preplanned thought; indecision with swift and sure responses; scripts for dealing with any conflict that could concievably arise with subordinates, superiors, fellow supervisors, or customers; and an easy-to-use index that directs supervisors to each of the 30 functional control areas that account for over 90% of on-the-job misunderstandings.

From the Author:

This book is based on 30+ years of field experience.
Thirty-plus years of managing and supervising people have exposed me to virtually every kind of supervisor boss and supervisor subordinate situation imaginable. When the moment of articulation is at hand, knowing just what to see can be of vital importance. It is all here in this book!

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