Why didn't I say that?! Book

"In difficult situations, words often fail. Now managers and supervisors can use this unique book as a way to prepare, plan, and even rehearse in advance for sticky situations. It presents actual "scripts" --- sample dialogs tailor-made for specific problems, such as: disagreeing with the boss • performance appraisals • coaching • encouraging shy employees • dealing with hostile employees • taking corrective action • investigating sexual harassment charges • firing • layoffs Using the author's targeted advice, the dialogs, and side bars of key words and phrases, readers will be able to: • say just the right thing at the right time in the right way • avoid embarrassment and awkwardness • build good relationships and defuse conflict • work with difficult, emotional, or even hostile employees • guide a conversation to a productive outcome for everyone involved"