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Book Review:
The Power of Positive Confrontation
By Matthew Arnold Stern We recently had a dispute with a store
that didn't accept a coupon we had. Unfortunately, this happened after a long
day of shopping, so I wasn't in a "positive" mood. I resorted to getting angry
and threatening to never shop at the store again. They still didn't accept the
coupon, and I wound up looking and feeling like an idiot. If I had finished
reading The Power of Positive Confrontation by Barbara Pachter with Susan
Magee before
dealing with this situation, the outcome probably would have been better. The
book presents a more enlightened process for dealing with difficult situations
than bullying or giving in. The book provides a method called WAC'em
where you state what is really bothering you, ask what you want the other person
can do to solve your problem, and check in to see what the other person thinks
or is willing to do. This method enables you to express your issue clearly,
rationally, and briefly, and you can state what you need. The authors also show how
to prevent unnecessary confrontations by showing people respect and some
not-so-common courtesy. The Power of Positive Confrontation is clearly
written and easy to follow. The methods take some practice to use (and learning
to resist the temptation to attack or retreat), but they work. I later used the WAC'em method to communicate with the corporate office
for that store. They sent me a
replacement coupon. If The Power of Positive Confrontation can work for
me, it can work for you too. To Purchase This Book
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