The authors say that the goal of this book is to minimize conflict at work. They acknowledge that conflicts will happen, even in the healthiest of workplaces and even start the book off with common conflicts that happen in the workplace. Some of the conflicts include miscommunication, having different viewpoints or communication styles. They also cover mistakes both intentional and unintentional. And of course, there is the ever popular feeling offended for which there are five languages. Interestingly, if you know the five languages of appreciation, it is often that the person's way of receiving appreciation is the same that they are most easily offended. If you haven't read the five love languages, there is a quick recap of the languages in the second section. 
Luckily, the authors include some hints on ways to avoid conflict. Of course, communication is the first up. But the emphasis is on effective communication and there are subcategories for ways to actually be effective.
The third section addresses what in other books is called "The stories we tell ourselves." They talk about the ways that we can clear up misconceptions and ways that we might misperceive others motives or values.
Indirect communication was an interesting issue to me that I haven't seen in other leadership books.The authors highlight it as a symptom of a toxic workplace. Indirect communication includes not saying what you mean, gossiping, going above someone's head: basically, it is any time you don't talk to the person you actually need to address. Any time you do this, you undermine trust which and create more problems.
Other sections talk about deception (even white lies aren't really okay) and making sure that we try to put ourselves in the place of other people.
Of course, they go over what the Seven Guest Service Gold Standards call "Recovery." In this book it's called by its more popular name "apologizing." This is such a big part of making things right at work that there are two long chapters about how to effectively apologize and what to do when an apology isn't enough. There are even parts of an apology outlined (apology languages): expressing regret, accepting responsibility, making restitution, planned change, and asking for forgiveness.
Another section of interest to me was the part about forgiveness or letting things go.
This book would be best for group work rather than self study.
Four stars
This book came out January 25, 2022
Borrowed as ebook from Libby
Opinions are my own
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