INTRODUCTION
  • Introduction
HOW NOT TO RESPOND
  • The Delay Style
  • The Brush Off Style
  • The Reasoner Style
  • The Rescuer Style
  • The Fiery Style
BEHIND THE SCENES FACTS TO HELP YOU UNDERSTAND ANGRY PEOPLE
  • Three Good News Facts About Angry People
  • Conflict: What It Is and Where It's From
RESPONDING TO GET GREAT RESULTS
  • Responding to Get Great Results
  • Audio Demonstration of Effective Responding
  • Review and Additional Concepts
  • Mini-Posters That Will Help You Lock in New Habits
FOR MORE INFORMATION ...
  • "Forever" Truth
  • Links and Resources
  • Optional Quiz