Managing difficult interactions : expert solutions to everyday challenges (Boston,Mass: : Harvard Business Press, 2008)
Learning to navigate your way through difficult interactions take some self-awareness and skills, It also takes courage. Getting good at facilitating the conversation-from conflict to connection-takes practice. This book shows you how. In the pages that follows, you'll discover what causes difficult interactions and how to face the barriers that prevent many managers from dealing with them You'll also learn practical techniques for determining which conflicts merit your attention, for assessing what's really going on in a difficult interaction, and for managing the emotions that often arise in such situation.
Keywords: Conflict management; Interpersonal communication; Interpersonal conflict; Interpersonal confrontation; Interpersonal relations