REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

• CONTENTS Acknowledgmentsix Introduction1 PART 1 Powerful Phrases + Actions = Successful Work Relationships 1 Communicating Powerful Phrases7 Resolving Conflict: The Wrong Way 9 Why This Doesn't Work 10 Begin with "I" Phrases 10 Phrases of Understanding 13 Phrases of Apology 15 Phrases of Compromise 16 Phrases of Resolution 19 Phrases of Reconciliation 21 Resolving Conflict: The Right Way 22 Why This Works 24 2 Actions That Enhance Powerful Phrases27 Resolving Conflict: The Wrong Way 29 Why This Doesn't Work 30 Body Language 31 Facial Expressions 34 Tone of Voice 36 Assertiveness 38 Resolving Conflict: The Right Way 41 Why This Works 43 PART 2 Effective Conflict Resolution = Strengthened Work Relationships 3 Five Steps to Effective Conflict Resolution47 Resolving Conflict: The Wrong Way 49 Why This Doesn't Work 50 Step 1: Think First 51 Step 2: Gain a Better Understanding 53 Step 3: Define the Problem 56 Step 4: Offer Your Best Solution 57 Step 5: Agree on the Resolution 61 Resolving Conflict: The Right Way 63 Why This Works 66 4 Powerful Phrases for Challenging Coworker Situations69 Basic Rules When Confronting a Coworker 70 How to Deal with a Backstabber 71 How to Deal with a Brownnoser 76 How to Deal with a Bully 81 How to Deal with a Credit Taker 85 How to Deal with a Criticizer 89 How to Deal with an Ethics Violator 94 How to Deal with an Excessive Emailer 98 How to Deal with a Gossipmonger 102 How to Deal with a Know-It-All 106 How to Deal with a Late-Nick 111 How to Deal with a Loudmouth 115 How to Deal with a Meeting Monopolizer 119 How to Deal with a Mistake Maker 123 How to Deal with a Negative Nelly 128 How to Deal with a Personal Hygiene Offender 132 How to Deal with a Personal Space Invader 136 How to Deal with a Slacker 139 How to Deal with a TMI'er 144 How to Deal with a Whiner 148 How to Deal with a Wimp 151 5 Powerful Phrases for Challenging Situations with Your Boss155 Basic Rules When Confronting Your Boss 156 How to Deal with an Abusive Boss 157 How to Deal with a Controlling Boss 162 How to Deal with an Egotistical Boss 167 How to Deal with an Incompetent Boss 172 How to Deal with an Inconsistent Boss 177 How to Deal with a Micromanaging Boss 181 How to Deal with a Noncommunicative Boss 186 How to Deal with a Passive Boss 191 How to Deal with a Reactive Boss 195 How to Deal with an Unethical Boss 200 6 Powerful Phrases for Situations You Cause207 Resolving Conflict: The Wrong Way 209 Why This Doesn't Work 210 Step 1: Think First 211 Step 2: Gain a Better Understanding 213 Step 3: Define the Problem 216 Step 4: Offer Your Best Solution 218 Step 5: Agree on the Resolution 220 Resolving Conflict: The Right Way 221 Why This Works 223 About the Author225