Covering the area of conflict in the workplace, this text seeks to show that the best way to solve such problems is not through persuading, arguing, or trying to win, but by practicing and perfecting the art of listening. The book supplies probing insights and step-by-step guidelines on how to develop effective listening skills, and arrive at constructive resolutions. The listening process is covered in full, and includes information on how to develop self-awareness, change the action/reaction cycle that leads us to impasses, and understand how listening fits into the collaborative resolution process.