Powerful Phrases for Dealing with Workplace Conflict: What to Say Next to De-stress the Workday, Build Collaboration, and Calm Difficult Customers

  • 2h 48m
  • David Dye, Karin Hurt
  • HarperCollins Leadership
  • 2024

An essential guide to master any workplace conflict with confidence and ease, have less drama, better results, and thrive at work.

In many workplaces today, workplace conflict is an escalating issue. The shift to remote work and hybrid teams has left many people longing for deeper human connection. On top of this, add a younger generation clamoring for more feedback and impatient for change, steady advances in technology that can feel threatening to job security, or people reexamining priorities and quietly quitting. Take the increase in anxiety, stress, and depression, mix in the loss of human relationships, and you get less tolerance and understanding leading, ultimately, to more unresolved workplace conflict.

Powerful Phrases for Dealing with Workplace Conflict is an essential resource for all employees (and their managers) who are looking for help on how to navigate frequent workplace conflicts, including with their boss and other difficult people, so they can rebuild trust, collaboration, and ultimately enjoy more influence at work.

Leadership and workplace culture experts Karin Hurt and David Dye share practical and easy-to-follow tactics such as:

  • Over 300 actual phrases you can use to deescalate common workplace conflict situations, build trust, and make better decisions.
  • Clear examples and explanations of how phrasing will improve interactions.
  • Critical communication tools to ensure workplace issues are addressed before they fester and become more difficult to manage.
  • Findings, real-world cases, and inspiring stories from the World Workplace Conflict and Collaboration Survey of 5000+ people in more than 45 countries conducted by the authors.

About the Author

Karin Hurt

Karin Hurt is the CEO and Founder of Let's Grow Leaders, a global, human-centered leadership development company known for practical tools and training that sticks. She was recently named on Inc's list of 100 Great Leadership Speakers. Other books include Courageous Cultures and Winning Well.

David Dye

David Dye is President of Let's Grow Leaders, a global, human-centered leadership development company known for practical tools and training that sticks. Other books include Courageous Cultures and Winning Well.

In this Book

  • Introduction
  • What Makes Workplace Conflict So Challenging?
  • What Abouts: Frequent Concerns, Questions, and Why Old Approaches Don’t Work
  • Start Here: The Four Dimensions of Constructive Conflict
  • Courage Matters: Get More Confidence to Start the Conversation Everyone Wants to Avoid
  • Beyond Words: Harnessing the Power of Body Language and Tone for More Productive Conflict
  • Beyond the Drama: How to De-escalate an Emotional Conversation
  • Say Goodbye: How to Know When It’s Time to Quit a Conflict
  • What to Say When . . .: You Need to Say No (Even to Your Boss)
  • What to Say When . . .: You Feel Overwhelmed
  • What to Say When . . .: You Feel Invisible or Ignored
  • What to Say When . . .: Expectations Aren’t Clear
  • What to Say When . . .: You Have Competing Priorities and Conflicting Goals
  • What to Say When . . .: You Work in a Matrix Organization
  • What to Say When . . .: Your Team Lacks Accountability
  • What to Say When . . .: Your Remote or Hybrid Team Is in Conflict
  • What to Say When . . .: Others See the World Differently
  • What to Say When . . .: A Team You Lead Can’t Get Along
  • What Do You Say If Your Boss . . .: Is a Micromanager
  • What Do You Say If Your Boss . . .: Takes Credit for Your Ideas
  • What Do You Say If Your Boss . . .: Won’t Make a Decision
  • What to Say If Your Boss . . .: Is a Moody Screamer or Dropper of F-Bombs
  • What Do You Say If Your Boss . . .: Gives You Lazy, Vague, and Frustrating Feedback
  • What Do You Say If Your Boss . . .: Doesn’t Appreciate You or See Your Genius
  • What Do You Say If Your Boss . . .: Thinks You’re Too Negative
  • How to Deal With . . .: Lazy Coworkers
  • How to Deal With . . .: Know-It-Alls
  • How to Deal With . . .: Chronic Complainers
  • How to Deal With . . .: Bullies
  • How to Deal With . . .: Workplace Gossips
  • How to Deal With . . .: Idea Crushers
  • How to Deal With . . .: Passive-Aggressive Coworkers
  • How to Deal With . . .: Difficult Customers
  • You’ve Got This
  • Notes
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