TY  - BOOK
AU  - Schlachter,Christina Tangora
TI  - Critical conversations for dummies
T2  - --For dummies
SN  - 9781118490310
U1  - 658.45 
PY  - 2013///]
CY  - Hoboken, New Jersey
PB  - John Wiley & Sons
KW  - Communication in management
KW  - Conversation analysis
N1  - Includes index; Part I. The anatomy of a critical conversation; Chapter 1. Let’s get critical! Making conversations count; Chapter 2. The ins and outs of a critical conversation; Chapter 3. Critical conversations: key elements to get you started; Chapter 4. Delivering the message with impact; Chapter 5. Knowing when it’s time to have a critical conversation; Part II. Making sense of how you communicate; Chapter 6. Building effective verbal communication techniques; Chapter 7. Grasping nonverbal cues; Chapter 8. Working with different communication styles; Part III. Getting down to specifics: creating a critical conversation; Chapter 9. Here’s the warm-up: getting yourself ready; Chapter 10. Keeping challenging situations productive; Chapter 11. Closing the conversation with ease; Part IV. Putting it all into practice; Chapter 12. Conversations in good times; Chapter 13. Conversations in bad times; Chapter 14. Dealing with staff disputes; Chapter 15. Identifying and working through workplace complaints; Chapter 16. Resolving difficult behaviors with critical conversations; Chapter 17. Customer conversations; Chapter 18. Hot topics in team conversations; Part V. The part of tens; Chapter 19. Ten benefits of leading a critical conversation; Chapter 20. Ten ways to keep your cool no one else is; Chapter 21. Ten ways to manage a conversation that’s going south
ER  -