Office of the Ombudsperson

Self Help Reading Materials: A Sampler

Listening and Communication

Flick, Deborah L. PhD, From Debate to Dialogue, Using the Understanding Process to Transform Our Conversations, Orchid Publications, 1998.

Heller, Robert, Communicate Clearly, DK Publishing, 1998.

Kaplan, Robbie Miller, How to Say It When You Don’t Know What to Say, The Right Words for Difficult Times, Berkeley Publishing Group, 2004.

Ryan, Kathleen D., Daniel K. Oestreich, and George A. Orr III, The Courageous Messenger: How To Speak Successfully Speak Up at Work, Jossey-Bass Publishers, 1996.

Shafir, Rebecca L. The Zen of Listening: Mindful Communication in the Age of Distraction, Quest Books, 2000.

Stone, Douglas, Bruce Patton and Sheila Heen, Difficult Conversations: How to Discuss What Matters Most, Viking Press Books, 1999.

Tannen, Deborah, PhD, You Just Don’t Understand: Women and Men in Conversation, Ballantine Books, 1990.

Conflict Resolution at Work

Cloke, Kenneth and Joan Goldsmith, Resolving Conflicts at Work, Jossey-Bass Publishing, 2000.

Cloke, Kenneth and Joan Goldsmith, Resolving Personal and Organizational Conflict, Stories of Transformation and Forgiveness, Jossey-Bass Publishing, 2000.

Cohen, Allan R. and David Bradford, Influence Without Authority, John Wiley and Sons, Inc., 1998.

Fisher, Roger, William Ury and Bruce Patton, Getting to Yes: Negotiating Agreement Without Giving In, Penguin Books, 1981.

Goleman, Daniel, Working With Emotional Intelligence, Bantam Books, 1998.

Ury, William, The Third Side: Why We Fight and How We Can Stop, Penguin Books, 1999.

Ury, William, Getting Past No, Negotiating Your Way from Confrontation to Cooperation, Penguin Books,

Respectful Workplace

Lawrence-Lightfoot, Sara, Respect: An Exploration, Perseus Books, 2000.

Martin, Judith, Miss Manners Rescues Civilization, From Sexual Harassment, Frivolous Lawsuits, Dissing and Other Lapses in Civility, Crown Publishers, 1996.

McCullough, Donald, Say Please, Say Thank You: The Respect We Owe One Another, G.P Putnam’s Sons, 1998.

Post, Peggy and Peter Post, The Etiquette Advantage in Business: Personal Skills for Professional Success, Harper Collins Publishing, 1999.

Stress, Career Change, Overload, Bronson, Po, What Should I Do With My Life? Random House, 2003.

Claxton, Guy, Hare Brain, Tortoise Mind, ECCO Press, Hopewell, New Jersey, 1997.

Hyatt, Carole and Linda Gottlieb, When Smart People Fail, Penguin Books, 1993.

Ibarra, Herminia , Working Identity: Unconventional Strategies for Reinventing Your Career, Harvard Business School Press, 2003.

Reinhold, Barbara Bailey, Toxic Work: How to Overcome Stress, Overload and Burnout and Revitalize Your Career, Penguin Group, 1996.

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