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Mulé L: Scripted Peace at Work

Scripted Peace at Work

What to Say in Difficult Workplace Conversations

The eight postures that make management conversations work (and how to choose the right one every time)

The Deliberate Manager

The proven way to respond to high-conflict healthcare situations—without making them worse. BIFF for Healthcare delivers a practical, evidence-based approach to one of the most pressing challenges in modern healthcare: managing emotionally charged, high-conflict communication without escalating risk, burnout, or complaints.Adapted from Bill Eddy’s internationally recognized BIFF Response®&nbsp;Method (Brief, Informative, Friendly, Firm), this book translates a proven conflict-communication framework into real-world healthcare settings. Readers learn how to respond effectively to demanding patients, distressed families, high-conflict colleagues, and disruptive physicians—while maintaining professionalism, boundaries, and patient safety.Designed for time-pressured clinical environments, BIFF techniques can be learned quickly and applied in minutes during daily practice, including emails, documentation, and face-to-face interactions. The approach reduces escalation, strengthens trust, and supports clearer communication under stress—key factors in improving patient experience and protecting staff well-being.Written for a broad professional audience, BIFF for Healthcare is relevant to physicians, nurses, administrators, HR professionals, risk managers, and patient-relations teams. As the fifth volume in the established BIFF Conflict Communication Series, it builds on a model already adopted by organizations worldwide.Ideal for onboarding, continuing education, and professional development programs, this book offers healthcare organizations a practical tool for safer communication, stronger teams, and more resilient care delivery.

Biff for Healthcare

Illustrated with examples from the story and compelling case studies, this engaging book provides the resources and tools to support teams on their sometimes-tumultuous journey to success.In the face of turmoil and tragedy, a crew of "amateur" sailors piloted their tiny vessel--the AFR Midnight Rambler--through a treacherous storm to achieve victory in a world-renowned sailing competition. Their triumph--perhaps even their survival--owes itself to their astonishing commitment to teamwork: an alchemy of cooperation, trust, planning, and execution.The Sydney to Hobart Yacht Race is among the most demanding sailing competitions in the world. Unpredictable seas make the approximately-630-nautical-mile course grueling under the best conditions, but the 1998 race proved to be the most perilous to date when a sudden and violent storm struck. Six sailors perished and another 55 were saved in what became the largest search and rescue operation in Australia's history. But even while bigger, better-equipped yachts attempted to maneuver around the storm, Ed Psaltis and his crew on the AFR Midnight Rambler made the daring decision to head directly into its path.Author Dennis N.T. Perkins chronicles their nearly four-day ordeal and draws parallels to the world of business, revealing how teams: <ul><li>can work together to overcome obstacles, </li><li>Use teamwork to achieve goals and beat challenges, </li><li>And succeed during difficult times.</li></ul>Into the Storm will help your team achieve extraordinary feats--together.

Illustrated with examples from the story and compelling case studies, this engaging book provides the resources and tools to support teams on their sometimes-tumultuous journey to success.In the face of turmoil and tragedy, a crew of “amateur” sailors piloted their tiny vessel--the AFR Midnight Rambler--through a treacherous storm to achieve victory in a world-renowned sailing competition. Their triumph--perhaps even their survival--owes itself to their astonishing commitment to teamwork: an alchemy of cooperation, trust, planning, and execution.The Sydney to Hobart Yacht Race is among the most demanding sailing competitions in the world. Unpredictable seas make the approximately-630-nautical-mile course grueling under the best conditions, but the 1998 race proved to be the most perilous to date when a sudden and violent storm struck. Six sailors perished and another 55 were saved in what became the largest search and rescue operation in Australia's history. But even while bigger, better-equipped yachts attempted to maneuver around the storm, Ed Psaltis and his crew on the AFR Midnight Rambler made the daring decision to head directly into its path.Author Dennis N.T. Perkins chronicles their nearly four-day ordeal and draws parallels to the world of business, revealing how teams:<ul><li>can work together to overcome obstacles,</li><li>Use teamwork to achieve goals and beat challenges,</li><li>And succeed during difficult times.</li></ul>Into the Storm&nbsp;will help your team achieve extraordinary feats--together.

Lessons in Teamwork from the Treacherous Sydney to Hobart Ocean Race

Into the Storm

How to Close High-Stakes Service Deals by Owning Customer Risk

The Room Goes Quiet

'Brimming with surprising insights and useful tips... the resource we need for making genuine connections' Adam Grant, bestselling author of Think Again How do you resolve a misunderstanding before it becomes a conflict? How do you build influence when you're not in the room? How do you create real connection when your team works apart? Drawing on award-winning Professor Andrew Brodsky's groundbreaking research, as well as real-world examples, Ping reveals: ¿ The hidden strengths and weaknesses of every communication channel ¿ When to email, message, call, meet - or let AI help ¿ How to make memorable virtual first impressions ¿ How to build trust, influence, and stronger relationships at a distance ¿ How to negotiate, persuade, and solve problems through a screen Ping will change the way you think about every message you send. 'A must read for everyone who communicates online - in other words, everyone' Jake Knapp, co-founder of Google Meet and bestselling author of Sprint

Change The Way You Think About Every Message You Send

Ping

Confident Series

Feel confident using AI at work, understand its limits and avoid costly mistakes. Artificial intelligence already influences how decisions are made and work gets done, even for people who never expected it to be part of their role. AI has become part of everyday working life, yet it can still feel complex, fast-moving and difficult to understand. Confident AI 2e explains the essential knowledge and skills you need to work confidently with AI, whatever your prior experience. This updated edition of the bestselling book demystifies how AI works, how it is used in real workplaces and what it means for your role. Written by AI thought leader Andy Pardoe, Confident AI 2e is for anyone who needs to understand how to use artificial intelligence as part of their work, across any industry or role. It offers a clear, practical introduction to how AI is used in real workplaces, helping you build confidence and capability without needing a technical background. About the Confident series... The Confident books are the perfect guides to the key digital skills required in the modern workplace, allowing you to stay fluent without getting bogged down in the detail.

The Essential Skills for Working with Artificial Intelligence

Confident AI

Creating Success series

Whatever stage you're at in your career, you could find yourself in a mentoring role. How to Mentor is your practical guide to building effective, meaningful mentoring relationships at work. Learn how to build trust, listen with empathy and give feedback that supports real development. From structuring conversations to using AI to enhance your meetings, this book shows you how to support your mentee while strengthening your own skills. Written by leadership expert Mike Clayton, this accessible guide is packed with practical advice and proven techniques you can apply straight away. With How to Mentor, you'll feel more confident guiding others, sharing your expertise and making a lasting impact on the next generation of talent.

Build Relationships that Challenge and Guide

How to Mentor

An updated new edition of the definitive guide to working with -- and surviving -- bullies, creeps, jerks, tyrants, tormentors, despots, backstabbers, egomaniacs, and all the other assholes who do their best to destroy you at work.&nbsp;"What an asshole!" How many times have you said that about someone you work with? You're not alone! In the 20th anniversary edition of this groundbreaking book, Stanford University professor Robert I. Sutton builds on his acclaimed Harvard Business Review article to help you understand why assholes can be so destructive to your company...and the best way to deal with them.&nbsp;&nbsp;Practical, compassionate, and downright funny, this guide offers: &nbsp;<ul><li>Strategies on how to pinpoint and eliminate negative influences&nbsp;</li><li>Illuminating case histories from major organizations</li><li>A self-diagnostic test and a program to identify and keep your own "inner jerk" from coming out &nbsp;</li></ul>The No Asshole Rule is a New York Times, Wall Street Journal, and USA Today bestseller.

Building a Civilized Workplace and Surviving One That Isn't

The No Asshole Rule (20th Anniversary Edition)

Hyper-Helpful Scripts for Every Situation

The Secret Language of Work

Preya Bhattacharya offers the first full-length assessment of the impact of microfinance on post-conflict women's empowerment in the Balkans. In so doing, she provides vital new insights into what women's microfinance contributes to macroeconomic development in the former Yugoslavian countries of Macedonia, Croatia, Slovenia, Montenegro, Serbia, Bosnia-Herzegovina, and Kosovo. At the same time, she develops a uniquely clear, concise approach to Qualitative Comparative Analysis (QCA), which she uses to make sense of an extensive, exhaustive raw set of available data and research. This methodology not only offers a way of using both micro and macroeconomic data to revisit Amartya Sen's theory of development as freedom, but also provides a framework for other researchers to assess the impacts of microfinance on women's development throughout the world, and particularly in the Global South. For its original focus, its clear and streamlined methodological approach, and its global implications, this book provides a go-to source for researchers, students, and practitioners of international development, gender studies, and economics and finance.

A Qualitative Comparative Analysis

Microfinance and Post-conflict Women's Empowerment in the Balkans

Turning your potential into meaningful progress in a world that wants everything: it takes guts.The working world is changing every day and the demands on leaders, experienced and aspiring, can be confusing and sometimes extreme. You know you're capable of more, but you also know there must be a better way than constantly teetering on the edge of burnout, or pretending to be something you're not.The Guts to Grow will help you discover more about yourself, what might be holding you back and what you're uniquely capable of.You'll need to do some deep self-search, explore vulnerabilities and take risks. This book supports you to find that edge in a sustainable way, with practical advice backed up by real-life stories from inspirational leaders in business and professional sport and practical reflection tools in every chapter.You'll emerge eyes open and empowered, with a way of leading yourself and others that adapts but doesn't compromise who you are, and which has the potential to renew your purpose and transform your performance.

Finding Yourself, Your Edge and Your Way To Lead

The Guts to Grow

Leadership is one of the most important skills in any career, but earning trust and bringing people with you can be a challenge. How to Be a Leader is your practical guide to becoming a confident and effective leader at work. Learn how to develop your own leadership style, set clear standards and motivate others to perform at their best. From handling challenges to your authority to building credibility and direction, this book breaks down the core principles of leadership into simple, actionable steps. Written by leadership expert Mike Clayton and built around the author's Leadership CREST model, this accessible guide is packed with practical advice and real-world insight you can apply straight away. With How to Be a Leader, you'll feel more confident stepping up, guiding your team and delivering results.

Set Standards, Meet Needs and Bring People With You

How to Be a Leader

Scripted Peace at Work

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