Every day, supervisors encounter difficult on-the-job conflicts for which they are essentially unprepared. This text gives supervisors word-for-word responses they can use to successfully mediate conflicts, gain support and stop potentially destructive situations before they undermine their authority and job success. This management tool also provides: business-tested strategies for replacing anger and resentment with control; impulsive reaction with preplanned thought; indecision with swift and sure responses; scripts for dealing with any conflict that could concievably arise with subordinates, superiors, fellow supervisors, or customers; and an easy-to-use index that directs supervisors to each of the 30 functional control areas that account for over 90% of on-the-job misunderstandings.

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