Supervisor's Script Book [Paperback]

Raymond Dreyfack (Author)

Book Description

ISBN-10: 0134760522 | ISBN-13: 978-0134760520 | Publication Date: January 15, 1996 | Edition: 1

Every day, supervisors encounter difficult on-the-job conflicts for which they are essentially unprepared. This text gives supervisors word-for-word responses they can use to successfully mediate conflicts, gain support and stop potentially destructive situations before they undermine their authority and job success. This management tool also provides: business-tested strategies for replacing anger and resentment with control; impulsive reaction with preplanned thought; indecision with swift and sure responses; scripts for dealing with any conflict that could concievably arise with subordinates, superiors, fellow supervisors, or customers; and an easy-to-use index that directs supervisors to each of the 30 functional control areas that account for over 90% of on-the-job misunderstandings.

Product Details

• Paperback: 334 pages
• Publisher: Prentice Hall Trade; 1 edition (January 15, 1996)
• Language: English
• ISBN-10: 0134760522
• ISBN-13: 978-0134760520
• Product Dimensions: 9.2 x 7 x 0.9 inches
• Shipping Weight: 1.6 pounds
• Average Customer Review: 2.3 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #2,524,501 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

1.0 out of 5 stars Useless, September 6, 2005

By 

D. Humphrey (Chicago, IL United States) - See all my reviews
(REAL NAME)   

This review is from: Supervisor's Script Book (Paperback)

My predecessor left this behind, and I glanced at it a moment ago. This is, perhaps, the most useless book I have ever laid eyes upon. ANYONE's gut instincts would have to be better than the scenarios laid out in this book.

5.0 out of 5 stars Role playing, August 22, 2011

By 

John - See all my reviews

Amazon Verified Purchase

This review is from: Supervisor's Script Book (Hardcover)

The supervisor script book is the real time role playing that every new supervisor should try at least once. These workshop allows you to test the water and get your feet wet, and examine the results.

1.0 out of 5 stars Scary...Will Cause More Problems than It Will Solve, January 8, 2010

By 

Liljill (Phoenix, AZ USA) - See all my reviews

This review is from: Supervisor's Script Book (Hardcover)

Many of the scripts in this book are words that I advise our managers not to use. (I'm in HR.) In some cases, the statements are illegal. For example, in a script on the topic of matching a person to the job, the supervisor is directed to say, "How old are you, Bill?" When the employee responds that he is 61, the supervisor is to say, "That's not so old. You still have four good years on the job; you can still earn merit increases and bonuses." When the employee says that he plans to retire in the next year, the supervisor is to say, "Hmmm, that puts a whole different light on things. I wish I knew about that before assigning the lab project...I'll get someone else for the poject and assign you to something else."

Yow! That response is definitely one that is begging for a age discrimination claim.

Another example, re: talking to an employee who, according to the author, "doesn't know when to shut up", the script states, "I've come up with three possible solutions to your problem: I can tape your mouth shut with sealing tape; I can issue ear plugs to all employees; I can fire you. The first two aren't practical. The third choice is up to you. This is your last warning, pal."

Oh yeah, threatening an employee always works to develop loyalty and improve performance.

While the author's intention is good in that he is offering ideas on words a supervisor can use, many of the scripts in this book are not recommended.