PeopleSmart

Index

acceptance, asserting your needs, 92

acknowledgment

listening skills, 28–29

of speaker’s meaning, 35–37

action plan

conflict resolution, 165

personal, 230–233

admiration, building rapport, 124

advice

acceptance by others, 140–141

unsolicited, 28, 48

age cohort, recognizing differences, 44

amiable people, dealing with, 213–214

analytical people, dealing with, 212–214

Anderson, Marian, resolving conflicts, 143

anger

body language, 30

conflict resolution barriers, 171

controlling when listening, 49–50

feeling levels, 35–36

anxiety, body language, 29

apologies, keep it simple, 85

approaches, positive conflict resolution, 151–155

arguments, asserting your needs, 92

assertion, needs

expressing, 3, 6

improving skills, 71–94, 226–227

self-assessment, ...