When you say yes but mean no : how silencing conflict wrecks relationships and companies, and what you can do about it / Leslie A. Perlow.

Includes bibliographical references (p. 201-238) and index.

Suppressing, glossing, patching, and smoothing over : the many forms of the act of silence -- The way we do things around here : the rules of the game that silence conflict and difference -- Faking agreement : how the silent spiral begins -- Saying "yes" when you really mean "no" : why silence costs so much -- Starting up : what Clyde wouldn't say to Howie -- The pros come on board : how the founders and the new CEO do a magnificent job of hiding their feelings -- Two different universes : "we're creating order and structure" vs. "we're becoming fluffy with hierarchy" -- Bad endings : what happens without mutual misunderstanding -- Replacing the vicious spiral with the virtuous spiral : learning how to effectively express differences -- The positive power of conflict : how to gain support and create role models.