9780071446525 | McGraw-Hill, August 27, 2004, cover price $16.95 |
About this edition: The authors show how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behavior.
9781932378825 | Unabridged edition (Amer Media Intl - McGraw Hill audio, September 30, 2005), cover price $28.00 |
About this edition: Furnishes a selection of tools to help resolve touchy, controversial issues in the office and at home, including how to determine whether an issue is worth confronting, how to avoid jumping to nasty conclusions, how to decide which problems to handle andin what order, and how to motivate people without threats.