Ever wish you knew how to approach an awkward or difficult conversation and play the scenario through your head in advance? Using scripts similar to those used in sales and marketing every day, Dr. Marlene Caroselli has created more than 100 unique and effective communications lessons for managers and employees. Each lesson includes discussion of each situation, suggested words or phrases, a graphic dialog with an opening line and responses for likely scenarios, plus adaptations and careful questions to ask yourself about what you really want to accomplish. Topics covered include: asking for a promotion or a raise, dealing with a boss who steals credit and ideas, talking with employees who lack listening skills, managing an employee who has lost interest in the job, soothing an angry customer or boss and inspiring a discouraged team.