Title -- Copyright -- Contents -- ACKNOWLEDGMENTS -- INTRODUCTION -- PART ONE Understanding the Power and Use of Criticism -- CHAPTER 1: Criticism Doesn't Have to Hurt -- CHAPTER 2: Criticism Manners: Common Mistakes, and Some Dos and Don'ts -- CHAPTER 3: Creating an Atmosphere of Acceptance: Establish Clear Relationship Expectations -- PART TWO Making the Criticism Exchange Work for You -- CHAPTER 4: Delivering Criticism with Confidence in Sensitive Times -- CHAPTER 5: Receiving Criticism: You Have More Control Than You Think -- CHAPTER 6: Avoiding the Tendency to Personalize Criticism -- PART THREE Using Criticism for Positive Change -- CHAPTER 7: Managing Work and Volunteer Teams: The Crucial Role Criticism Plays -- CHAPTER 8: Handling Difficult Situations -- NOTES -- INDEX -- ABOUT THE AUTHOR -- FREE SAMPLE CHAPTER FROM Powerful Phrases for Dealing with Difficult People.