Working PeopleSmart

Index

A

ambition, expressing, 141

anger

defusing, 21

handling, 84–85

responding to, 20–21, 132–134, 138–139

apologies, 54–56

arrogance, 15–16

assertiveness, 73–74

guidelines for, 74–79

scenarios that demand, 80–97

B

benefits, tying to customers’ needs, 151

body language, 76. See also nonverbal communication

bosses

asking for raises from, 140–141

convincing to add staff, 148–149

criticism from, 122–123

delivering resignations to, 116–117

making the most of your time with, 60–61

offering feedback to, 117, 145

overbearing, 88–89

overly demanding, 80–81

questioning, 61

relating with, 18–19

understanding priorities of, 24–25

unethical requests from, 94–95

who don’t give praise, 110–111

who give surprise assignments, 144–145

brainstorming, 166–168 ...