What to say and when to say it

Sometimes even the best managers can find themselves at a loss for words when confronted with difficult bosses, unhappy customers, or sensitive issues.
By Cheryl M. Firestone March 1, 1999

Sometimes even the best managers can find themselves at a loss for words when confronted with difficult bosses, unhappy customers, or sensitive issues. The Supervisor’s Script Book provides actual word-for-word responses that can be used to successfully mediate conflicts, gain support for your initiatives, and stop potentially destructive situations before they get out of control.

The 176 scripts in this book help to solve quickly and efficiently nearly any problem faced on-the-job in 30 key areas.

Chapters include:

– Strengthening teamwork

– Overcoming resistance to change

– Dealing with time abuse

– Delegating more effectively

– Dealing with problem employees

– Keeping costs under control

– Encouraging initiative

– Boosting morale

– Dealing with attitude problems

– Making more effective decisions

– Improving human relations

– Training and developing people

– Dealing with sexual harassment

– Promoting healthy ambition

– Communicating more effectively

– Compensating employees.

Readers familiar with Plant Engineering’s Human Side of Engineering should find the book interesting, as it is written by the same author, Ray Dreyfack.

The Supervisor’s Script Book by Raymond Dreyfack. Published by Prentice Hall Publishing Co., One Lake St., Upper Saddle River, NJ 07458; 973-236-7825. 1996, softbound, 352 pp. $15.95.