作为一位管理专家、沟通专家，以及“伟大之声”广播电台的嘉宾热线节目主持人，苏珊 F.
本杰明每星期的听众遍布于世界各地。其独到见解专题刊登于各大刊物，包括《华尔街杂志》和《芝加哥论坛》。她还在众多报纸上开辟了沟通问题的专栏，主要有《今日美国》、《迈阿密先驱报》、《芝加哥论坛报》和《纽约日报》等。
目錄：
致谢 Acknowledgments
第一章 职场困境简析
Part One An Introduction to Difficult Situations at Work
化解职场困境的七个决定性因素
Seven Determining Factors When Addressing Difficult Situations at
Work
第二章 职场中常见的尴尬局面
Part Two Embarrassing Situations at Work
错发私人电子邮件
A Personal E-Mail Reaches Someone Else
私人电子邮件被错误地群发
A Personal E-Mail Reaches Almost Everyone Else
为客户制定的方案中出现了其他客户的名称
You Send a Client a Proposal with a Different Client''s Name in
It
老板无意中听到你对职场中人员和事情的批评言辞
Your Boss Overhears You Criticizing Something or Someone at
Work
你正在批评某人，后来发现当事人可能听到了
You Were Criticizing Someone, Then Realized the Person May Have
Heard
听到了同事对你的非议
You Hear a Coworker Criticizing You
向客户催款，但实际上对方已经付过了
You Demand Payment from a Client Who, It Turns Out, Paid You
Already
你当众慷慨激昂地强调一个观点，紧接着却发现自己弄错了
You Emphasize a Point—Strongly and in Front of Lots of People—Then
Immediately Discover You''re Wrong
你在报告中提供的事实或者建议被发现是错误的
You Provide Facts or Advice in a Report That Proves to Be
Wrong
偶尔明显地打嗝、呻吟或者放屁这的确时有发生
You Accidentally—but Obviously—Burp,Groan, or Break WindIt Does
Happen
叫错别人的名字
You Call a Person by the Wrong Name
第三章 聚光灯下怎么会站在这儿？！
Part Three In the Spotlight—and Not Sure How You Got There
大庭广众之下感到难以胜任，毫无准备
You''re in Front of a Group and Feel Utterly Incompetent—and
Unprepared
没带必要的幻灯片、讲义或者是演讲稿的复印件
You Don''t Have the Required Slides, Handouts, or Other Copy for
Your Presentation
需要延长会议或者通过电子邮件重新召集会议讨论某个棘手的问题
You Need to Prolong a Meeting—or Reconvene One via E-Mail—on a
Difficult Topic
同事让你处理某一难题，并且你知道与会者不喜欢这一话题
Your Colleagues Ask You to Address a Situation That You Know the
Audience Won''t Like
顾客在公司接待室大声抱怨时，员工向你求助
An Employee Turns to You for Help When a Customer Starts
Complaining—Loudly—in the Lobby of Your Business
在会议上，与会者要求你解释公司发生的一桩丑闻
At a Meeting, Participants Ask You to Explain a Scandal That
Occurred at Your Company
新闻界让你谈论你们行业所面临的某个问题
A Newspaper Asks You to Discuss a Problem Confronting Your
Industry
你成为某一问题或其他棘手情况的关键人物，而你并不清楚怎么会这样
You''re the Point Person for a Problem or Other Difficult
Situation—but You''re Not Sure Why
第四章 职场中遭遇个人不幸
Part Four When Personal Tragedies Flare Up at Work
同事被诊断出严重病情
A Colleague Is Diagnosed with a Serious Illness
员工由于健康原因必须休假
An Employee Must Take Leave Because of a Health Problem
同事的配偶或父母去世
A Colleague’s Partner or Parent Dies
员工由于父母或子女生病需要照顾而耽误工作
An Employee Must Miss Work Because a Parent or Child Is Sick and
Requires Attention
你正经历个人困境，工作需要弹性安排
You Are Experiencing Personal Problems and Need Flexibility at
Work
你由于个人原因必须离职，但最终可能想重返岗位
You Must Leave Your Job for Personal Reasons but May Want to Return
Eventually
第五章 遭遇违抗和怠工
Part Five In the Fire of Sabotage and Insubordination
持续的消极对抗和抱怨削弱了团队的士气和精力
A Constant Air of Passive-Aggressive Whining Undermines Team Morale
and Energy
合伙人想要窃取你的项目
Associates Try to Steal Your Project
你的公司或合伙人向客户谎报工作量以获得更多的业务
Your Company or Business Partners Are Lying to the Client About the
Scope of Work So They Get More Business
供应商未能提供所承诺的服务
Service Providers Don''t Supply What They Promised
大批员工突然跳槽到竞争对手的公司
There''s a Sudden Exodus of Employees to Your Competitor
你们的公司遭遇恶意收购
Your Company Gets Bought Out in a Hostile Situation
第六章 应对压力
Part Six Pressure Cookers
项目时间紧迫
Tight Deadline for a Project
突发问题导致期限紧迫
Sudden Deadline Because of Unexpected Problems
限期紧张源于竞争对手威胁要抢先发布新产品或者抢先开展新业务
Tight Deadline Because a Competitor Threatens to Launch a
Product—or Open a New Business—Before You Do
你搞砸了一个项目，必须对客户做出解释
You Derail a Project and Must Explain to the Customer
由于法律或其他方面的新规定，你必须改变你的员工规则、文件或者流程
Because of New Requirements Legal or Otherwise, You Must Redirect
Your Employees, Your Paperwork, and Your Processes
第七章 遭遇财务困境
Part Seven Difficult Financial Situations
你的团队预算花光了，必须对此给予解释
Your Team Went Over Budget, and You Must Explain Why
需要应急专款
You Need Unexpected Funding
你得知有员工窃取公司财物
You Learn Some of the Employees Are Stealing from the Company
心仪的客户拖欠款项，你无法与对方交易
You Can''t Sell to a Favored Client Because His Back Payments Are
Long Overdue
现金流转出现问题，你被迫推迟支付员工和承包商的工资
You Have to Delay Your Employees'' and Contractors'' Pay Because of
Cash Flow Problems
由于现金流转问题，你必须让客户提前付款
You Need to Ask Clients to Send Their Payments Early Because of
Cash Flow Issues
你目前工资收支不相抵，需要争取加薪
You Can''t Make Ends Meet on Your Current Salary and Need to Push
Hard for a Raise
第八章 两性关系的沼泽
Part Eight Relationship Quagmires
两名员工之间关系暧昧
When Two Employees Are Having an Affair
老板不正当地向你表示好感
When You Receive Inappropriate Overtures from a Boss
同事向你献殷勤
When a Coworker Comes On to You
客户以下流的、粗鲁的或其他不正当的行为骚扰你或者你的员工
When a Client Bothers You or Your Employees through Lewd, Rude, or
Other Inappropriate Behavior
员工在工作时间使用不适当的材料或登陆成人网站
When an Employee Uses Inappropriate Materials or Accesses Adult Web
Sites at Work
……
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