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Improving Conflict and Communication Skills

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Learn To CUT DOWN Conflicts At Work

Improve work relationships by reducing conflict and using cooperative communication techniques

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Conflict Prevention In The Workplace - Using Cooperative Communication

Conflict Prevention In The Workplace - The Book

Learn To Prevent Unnecessary Conflict At Work & Home

Purchase and Download NOW! ($19.95 or less)

THE book on reducing conflict in your life

Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)

Some people seem to be conflict immune at work and at home. Not many, but some. At the other end of the scale there are people who seem to be in the middle of an argument, disagreement, or battle all the time.

Then there's most people -- probably you. You probably get along ok with MOST people at work, but you've noticed people sometimes react to something you've said with anger or resentment. And it surprises you, and then you have to figure out why there's conflict with you smack in the middle.

Preventing Unnecessary Workplace Conflict An Essential Career Skill

For Trainers & Instructional Designers

If you are looking for content to teach on communication, conflict management, or team building, you'll find the content in this book both innovative and easy to incorporate in courses.

Full of examples of phrases that create conflict, with explanations of how they can be turned into constructive phrases, the content is set up so that people can apply what they've learned to the workplace.

Goes way beyond the standard advice on interpersonal communication and managing conflict. Inquire about how to licence this content for inclusion in your seminars.

Except for the few who are conflict immune, when we are the focus of workplace conflict, It can have a profound effect on our careers, job advancement, and, perhaps as important, job satisfaction. The more conflict, the more wasted time, and the less valuable you are.

So, that is why its so important to have the skills to manage conflict (since it will happen sometimes), AND to prevent UNNECESSARY confict.

Most conflict at work is actually unnecessary, since often there isn't even an issue at stake. The unnecessary ones are the killers.

More About Preventing Workplace Conflict

We all have conflict in our lives, but what's really interesting is that while some conflicts arise out of disagreements about an issue, other conflicts occur as a result of other "relationship" factors (how we speak to each other, how we behave when arguing, etc).

You'd be amazed (or maybe you wouldn't be amazed) at the number of conflicts and disagreements that are unnecessary, if only we interacted differently. And, of course, most of us realize that conflict escalates rapidly if one "says the wrong thing".

Our goal with this speciall book is to help you reduce unnecessary conflict that comes from how you interact -- something over which you DO have control.

Disagreements happen. How you speak and treat others will determine if you have a lot of unpleasant and damaging conflict.

Our focus in this book is the workplace. Why? Because careers, and job success aren't determined only by your competence in your job. Admit it or not, but promotions and advancement are also affected by how well we get along with the people around us. Many a career has foundered on the ship of poor interpersonal skills and aggressive communication. Nice "guys" do NOT finish last.

You will learn a variety of language techniques you can apply INSTANTLY, as soon as you get your copy. You will learn how to alter your language so, even if you are upset or angry, you can phrase things in ways other people can "hear" rather than in ways people will shut out.

We've made it easy to learn cooperative communication skills, and I guarantee you that the content in this book will teach you something new. This is NOT a rehash of the usual platitudes.

After having worked with thousands of people helping them deal with difficult and angry solutions, author Robert Bacal turned to the issue of prevention. He noticed that people who are involved in little conflict actually communicate differently than those who seem to be involved in a lot of conflict situations, and that these differences occur at work and in personal relationships.

Book Features: While this book has its roots in psychology and psycholinguistics, it is written in a style anyone can understand, with lots of examples. It explains what you need to stop saying, and how to replace conflict provoking language. It is also short. You needn't spend days wading through complex explanations. This book is about 100 tightly written, lean pages.

Price: $19.95 Or Less

ISBN: 0-9683722-9

What's Inside?

Table of Contents Conflict In Organizations - An Overview

  • The Inevitability of Conflict
  • Good Organizational Conflict
  • Ugly Conflict
  • Contributors to Ugly Conflict In The Workplace
  • Summary
  • Key Points

Cooperative VS Conflict Provoking Communication

  • Cooperative Vs. Conflict-Provoking Communication
  • The Essential Difference: Cooperative Communication
  • The Psychology Beneath Cooperation & Confrontation
  • What Angers People Or Primes The Conflict Pump
  • Lack of Listening/Understanding
  • “Less Than” Communication
  • Communicating Mistrust
  • Violations of Conversation Rules
  • Blatant Generalizations
  • Power/Status-Based Communication
  • Other Sources

A Brief Conflict-Provoking Communication Self-Assessment

Specific Conflict-Provoking Behaviors

Conflict-Provoking Behaviors
  • Person Centered Comments & Criticism
  • Past Centered Comments
  • Guilt-Induction Attempts
  • Blaming Comments
  • Inappropriate Reassurance and Positive Thinking
  • Unsolicited Advice/Commands
  • Lengthy Attempts At Persuasion
  • Defensiveness-Causing Questions
  • Extended Attempts To Win
  • Mistrust Statements
  • Overstatements and Over-generalizations
  • Infallibility Comments (and qualification comments)
  • Histrionic Behavior (Over dramatization)
  • Use Of Hot Phrases and Words
  • Words or phrases that suggest disinterest
  • Phrases that blame or imply blame or suggest ignorance
  • Absolute words
  • Phrases that suggest helplessness (brush-offs)
  • Phrases that have a threatening undertone
  • Phrases that challenge or dare
  • Use of Code Words and Innuendo
  • Passive-Aggressive Behavior

Replacing Conflict Provoking Communication With Cooperative

Communication General Cooperative Communication Strategies

Active Or Reflective Listening

Empathy Responses

Assertive Behavior


  • I. Steps In The Responsiveness Process
  • II. The Responsive Team Member’s Creed
  • Key points: Responsiveness Checklist

Organization, Team, and Management Involvement In Conflict Prevention Effective Teams

  • Establishing Guidelines, Norms, and Processes
  • How Do You Make Rules & Guidelines A Reality?
  • The Role of Those In Formal Authority

Also, sections on electronic communication, how to handle people who insist on behaving badly and a question and answer section.

But Take A Look: Here's Your Free Preview Of This Essential Book On Conflict and Communication In The Workplace


start minimizing conflict at work right now.

Robert BacalFrom The Author

How Cooperative Communication Ideas Came About

I'm particularly proud of the content of this book. The physical book may not be pretty, but the content was created in consultation with a number of communication experts who helped contribute ideas on how to reduce unnecessary conflict.

While all our material involves consultation with others, often experts but also end users and customers, this was more collaborative than most.

Initially it came about because I discovered there were people in my Defusing Hostile Customers Seminars who seemed to be relatively conflict free compared to others (the fire starters). I wanted to know what they did differently.

While not a scientific study, I found that the conflict proof people talked differently. It's not that they had fewer disagreements about ISSUES. They just didn't start unnecessary conflict, and they didn't throw gasoline onto the fire when they had legitimate differences with others.

Then I decided to get more detailed about how these people communicated different, and thus, the concept of cooperative communication was born.

These communication skills really do work, AND it's likely you haven't come across all of them. You WILL learn from this book!

PS. Oh, by the way, in 2012 we completed a new book on communication and conflict, this time targeted to couples, personal relationships, friend and family relationships and more. It's called ImPerfect Phrases For Relationships: 101 COMMON Things You Should Never Say To Someone Important To You... And What To Say Instead, an in it you'll learn to stop saying the things that get you in trouble with yours spouses, relatives, and friends.

About Company

Established in 1992, Bacal & Associates is a small training, consulting and publishing company with a core business centering around all aspects of communication, including helping deal effectively with conflict, dealing with difficult people, and dealing with hostile customers.

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Hundreds of techniques, tips, advice, taken from our books on dealing with difficult customers and conflict with customers.


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