你也可以成為溝通高手(英漢對照)（簡體書）

Ⅰ　致謝 Acknowledgments

1　第一章　什麼是解決衝突？
Chapter 1　What Is Conflict Resolution?
1　為什麼要避免衝突？ Why Do We Avoid Conflict?
2　衝突能解決嗎？ Can Conflict Be Resolved?
3　解決衝突規則　Rules of Engagement
6　解決衝突措辭　Phases of Conflict
9　處理情緒　Handling Emotions
10　妨礙解決衝突的觀念　Counterproductive Conflict Beliefs
11　傾聽　Listening
12　文化和衝突　Culture and Conflict
13　權力的問題　Issues of Power
14　減少權力差異　How Do We Reduce Power Differences?

30　第二章　完美措辭：如何解決和老闆的衝突
Chapter 2　Perfect Phrases for Resolving Conflict with Your Boss
31　完美措辭：被指績效不佳時如何說
Perfect Phrases for Resolving Performance Issues
32　完美措辭：首要事務太多時如何說
Perfect Phrases for Telling Your Boss You Have Too Many High Priorities
33　完美措辭：資源匱乏時如何說
Perfect Phrases for When There Aren't Enough Resources
34　完美措辭：受到不公待遇時如何說
Perfect Phrases for Unfair Treatment
35　完美措辭：老闆認為無需改變時如何說
Perfect Phrases for Advocating a Change Your Boss Thinks Is Not Necessary
37　完美措辭：與老闆緊急會見時如何說
Perfect Phrases for an Emergency Meeting with Your Boss
37　完美措辭：和其他上司產生衝突時如何說
Perfect Phrases for Conflict with Another Superior
38　完美措辭：應對控制型老闆時如何說
Perfect Phrases for Dealing with a Micromanaging Boss
40　完美措辭：老闆貶低你貢獻時如何說
Perfect Phrases for When a Manager Minimizes Your Contributions
41　完美措辭：經理漠視你看法時如何說
Perfect Phrases for a Manager Who Doesn't Listen to Your Ideas
42　完美措辭：經理沒時間見你時如何說
Perfect Phrases for a Manager Who Is Not Available
43　完美措辭: 經理大發雷霆時如何說
Perfect Phrases for a Manager Who Lashes Out
44　完美措辭：沒有獲邀參與時如何說
Perfect Phrases for Not Being Included
45　完美措辭：經理反對你升遷時如何說
Perfect Phrases for When Your Manager Does Not Support Your Advancement
47　完美措辭：結束談話時如何說
Perfect Phrases for Ending Conversations

66　第三章　完美措辭：如何解決和同事的衝突
Chapter 3　Perfect Phrases for Conflict with Peers
66　完美措辭：應對不同意見
Perfect Phrases for a Difference of Opinion
67　完美措辭：差異未獲解決如何說
Perfect Phrases for an Unresolved Difference of Opinion
69　完美措辭：當他人的工作習慣干擾你時如何說
Perfect Phrases for When Others' Work Habits Disrupt You
69　完美措辭：面對魯莽或無禮之人時如何說
Perfect Phrases for an Abrupt or Impolite Person
70　完美措辭：面對詆毀嘲弄時如何說
Perfect Phrases for Adverse Comments and Ridicule
71　完美措辭：面對佔便宜的人時如何說
Perfect Phrases for Peers Who Take Advantage
72　完美措辭：面對錯誤指責時如何說
Perfect Phrases for When You're Falsely Blamed
74　完美措辭：關鍵場合未獲邀時如何說
Perfect Phrases for When You're Not Included in Critical Situations
76　完美措辭：同事反應遲鈍時如何說
Perfect Phrases for an Unresponsive Colleague
78　完美措辭：面對不合作同事時如何說
Perfect Phrases for an Uncollaborative Peer
79　完美措辭：業務水平受質疑時如何說
Perfect Phrases for a Peer Who Challenges Your Expertise
81　完美措辭：如何質疑同事業務水平
Perfect Phrases for Challenging Your Peer's Expertise
82　完美措辭：對你不信任的同事如何說
Perfect Phrases for Dealing with a Colleague You Don't Trust

104　第四章　如何解決與員工的衝突
Chapter 4　Perfect Phrases for Conflict with Employees
105　完美措辭：和員工討論衝突如何開頭
Perfect Phrases for Opening a Conflict Discussion with an Employee
105　完美措辭：員工表現不佳時如何說
Perfect Phrases for an Underperforming Employee
107　完美措辭：員工消極萎靡時如何說
Perfect Phrases for a Negative Employee
109　完美措辭：員工索要更多資源時如何說
Perfect Phrases for an Employee Requesting More Money, Resources, or Time
110　完美措辭：員工固執不服從時如何說
Perfect Phrases for a Noncompliant Employee
111　完美措辭：員工喜歡對著幹時如何說
Perfect Phrases for a Confrontational Employee
113　完美措辭：員工錯排首要事務時如何說
Perfect Phrases for an Employee Setting the Wrong Priorities
114　完美措辭：員工工作沒有進展時如何說
Perfect Phrases for an Employee Who Doesn't Follow Up
115　完美措辭：員工不能貫徹到底時如何說
Perfect Phrases for an Employee Who Doesn't Follow Through
116　完美措辭：員工一貫姍姍來遲如何說
Perfect Phrases for a Chronically Late Employee
117　完美措辭：員工不能盡職盡責如何說
Perfect Phrases for an Uncommitted Employee
118　完美措辭：員工持反對意見時如何說
Perfect Phrases for a Contradictory Employee
119　完美措辭：員工抱怨其他人時如何說
Perfect Phrases for Dealing with an Employee Complaining About a Colleague

137　第五章　如何解決與顧客及供貨商的衝突
Chapter 5　Perfect Phrases for Conflict with Customers and Vendors
137　完美措辭：顧客要求不合理時如何說
Perfect Phrases for Unreasonable Requests from Customers
139　完美措辭：顧客抱怨未獲邀時如何說
Perfect Phrases for a Customer Left Out of the Loop
140　完美措辭：顧客反對收取費用時如何說
Perfect Phrases for an Applied-Fee Disagreement
141　完美措辭：處理客戶、銷售和服務三角關係
Perfect Phrases for Triangulation: Service and Sales
142　完美措辭：客戶對客服不滿意時如何說
Perfect Phrases for When a Customer Is Unhappy About Customer Service
142　完美措辭：錯誤使客戶不安時如何說
Perfect Phrases When a Mistake Upsets the Customer
143　完美措辭：客戶抱怨沒有回應時如何說
Perfect Phrases for Customer Complaints on Unresponsiveness
145　完美措辭：產品提價時對客戶如何說
Perfect Phrases for Introducing a Price Increase
146　完美措辭：供貨商未履行協議時如何說
Perfect Phrases for a Supplier That Doesn't Follow Through on an Agreement
148　完美措辭：供貨商不解決問題時如何說
Perfect Phrases for When a Supplier Doesn't Resolve a Problem
149　完美措辭：供貨商占了便宜時如何說
Perfect Phrases for When a Supplier Takes Advantage of You
149　完美措辭：供貨商或顧客行為不端時如何說
Perfect Phrases for Unethical Behavior by a Supplier or Customer
150　完美措辭：供貨聯絡人難纏時如何說
Perfect Phrases for Dealing with a Difficult Supplier Contact
151　完美措辭：供貨商改變生產重心如何說
Perfect Phrases for a Supplier That Changes Focus

172　第六章　完美措辭：如何與難纏人物打交道
Chapter 6　Perfect Phrases for Conflict with Difficult Personalities
172　好好先生型人物
People Pleasers
173　完美措辭：如何應對好好先生型人物
Perfect Phrases for Handling a People Pleaser
174　以勢壓人型人物
Steamrollers
175　完美措辭：如何應對以勢壓人型人物
Perfect Phrases for Handling a Steamroller
176　挑釁好鬥型人物
Attackers
177　完美措辭：如何應對挑釁好鬥型人物
Perfect Phrases for Handling an Attacker
178　情緒地雷型人物
Emotional Land Mines
179　完美措辭：如何應對情緒地雷型人物
Perfect Phrases for Handling an Emotional Land Mine