Contents 1
CASE 1 AGREEMENTS 1
CASE 2 DISAGREEMENTS 13
CASE 3 PERSUASION 29
CASE 4 GROUSES 45
CASE 5 COUNTERING DISSATISFACTIONS 61
CASE 6 COMMENTING 76
CASE 7 PREFERENCES 91
CASE 8 FURNISHING INFORMATION 105
CASE 9 BEING ASSERTIVE 121
CASE 10 MAKING OFFERS 137
CASE 11 OFFICE SITUATIONS 153
CASE 12 BUSINESS SITUATIONS 169