Why didn't I say that?! what to say and how to say it in tough situations on the job - Weiss, Donald H. (AMACOM, 1994)
On t.p. "that" is underlined in title. - Includes index
Four basic steps to effective communication -- Giving feedback -- Problem solving -- Encouraging others -- Interviewing prospective employees -- Providing effective orientation -- Reviews and appraisals -- Coaching to improve performance -- Coaching for growth and development -- Communicating with difficult people -- Managing differences -- Investigating harassment claims -- Building relationships -- Taking corrective action: performance, probation and dismissal -- Firing rule breakers -- Implementing the decision to downsize