FeaturesNow

Mediation Magic

What happens when disputes erupt between employees, co-workers or members? You can insist they work it out. Or impose a solution. Or separate them. But often, the best solution is to mediate. Although complex problems may require sophisticated mediation techniques, you already have the knowledge and skills necessary to address everyday disputes. This brief feature explains what mediation is all about, and offers readers a practical, step-by-step guide to mediation basics. 922 words. [Feature 2004]

Hmmmm ... Let Me Play the Devil's Advocate

Imagine this: One of your readers is in a serious and intense debate. Bold-faced and aggressive arguments won't cut it. So what will change minds and hearts? One strategy: playing devil's advocate. This punchy feature explains the why's and how's of this subtle, but powerful, approach to persuasion. 1166 words. [Feature 0912]

Rudeness Antidotes: A Dictionary

When readers are confronted with rudeness, they have a choice:  they can respond in kind, with equally offensive language.  Or they can take control of their momentary anger and manage their encounter.  This feature is a dictionary of just a few of the anti-rudeness techniques available to readers.  728 words.  [Feature 0607]

Assertiveness Without Anger

The scene is all too familiar:  a reader finds himself in a conflict situation.  He believes he's being put in an unfair predicament.  His natural inclination?  Get angry.  Act defensively.  Shout.  Curse.  But there's a better way:  assertiveness without anger.  This brief feature outlines ten skills your readers can use to practice this constructive technique.  751 words.  [Feature 0513]

Employee Disagreements: Settle the Squabbles

It's the one thing your readers dread:  two employees bickering with each other over duties, resources, space or perceived slights.  When this problem presents itself, the right course of action depends on the circumstances and the people involved.  Here's a concise summary of eight practical employee dispute resolution techniques that will work for your readers.  969 words.  [Feature 0422]

Let Me Make a Suggestion!

Offering suggestions to co-workers, employees, vendors or virtually anyone can be tricky business.  Making a good suggestion -- one that will be respected and implemented -- is especially hard when there's potential criticism involved.  This article offers nine specific suggestions readers can use to make suggestions that work.  505 words.  [Feature 0314]

Angry Customers: Your Employees' Top Ten Gripes ... and What You Can Do About Them

Employee morale can suffer quickly in the face of the occasional disruptive or uncivil customers.  Here's a look at what readers can do to protect -- and even boost -- employee morale in the face of rudeness.  656 words.  [Feature 0115]

Flashpoint: Turning Anger into Positive Thought

Taming and channeling anger is a positive -- and learn-able -- skill.  This feature show readers how to make anger work for them.  868 words.  [Feature 0105]

What to Do When You Can't Beat 'Em

If you can't beat 'em, you can always sit back and listen ... or learn from 'em ... or beat someone else ... or beat your own drum ... or any one of the many lighthearted alternatives to "beating them" listed in this entertaining article.  A touch of humor mixed with time-tested wisdom.  370 words.  [Feature 9904]

Angry Customers: A Step-by-Step Guide to Turning Things Around

Angry customers can be perplexing and upsetting.  This feature shows readers how to initiate positive conversation with visibly upset customers, deflect customer anger, and return those relationships to a solid footing.  1226 words.  [Feature 9624]