附註:Includes index.
Preface: What's in it for me? -- Section I: Overview ; 1. How do you handle conflict? ; 2. Keeping emotions under control ; 3. Pro-active solutions -- Section II: Getting to the heart of a problem ; 4. Communication gaffes ; 5. Personality conflicts ; 6. Getting to the problem -- Section III: Building better relationships ; 7. Boss/office professional relationship ; 8. Dealing with co-workers ; 9. Good customer relationships ; 10. Defusing team conflicts -- Epilogue -- Index.
