Dealing With Difficult People

by Harvard Business School Press

• ISBN13: 9781591396345
• ISBN10: 1591396344
• Format: Paperback
• Copyright: 2004-12-01
• Publisher: Harvard Business School Pr

Summary

A part of the HBS Press line of books called The Results-Driven Manager Series. "Dealing with Difficult People will teach managers to deal with anger and negativity and understand how to use feedback to improve the workplace and hold people accountable for their actions.

Table of Contents

Introduction	1	(20)
What Types of Difficult People Must You Deal With?
Today's Angry Workplace	21	(13)
An Interview with R. Brayton Bowen
Crabs, Cranks, and Curmudgeons	34	(8)
How to Manage Difficult People
Constantine von Hoffman
Don't Just Do Something---Sit There	42	(4)
David Whitemyer
Will You Help or Heave Your Underperformers?	46	(4)
Paul Michelman
Consequences	50	(7)
The Secret to Holding People Accountable
Lila Booth
Are You Causing Problem Behavior?
Don't Avoid Conflicts---Manage Them	57	(9)
Monci J. Williams
How to Handle Difficult Behaviors	66	(5)
Ken Cloke
Joan Goldsmith
When to Walk Away from a Fight	71	(9)
Rebecca M. Saunders
Five Questions About Business/Personal Relationships with Ronna Lichtenberg	80	(5)
The Four Myths of Feedback	85	(6)
Jamie Higgins
Diana Smith
How Should You Communicate with Difficult People?
Managing Negativity	91	(9)
Checklist for Conducting a Disciplinary Conversation	100	(8)
Edward Prewitt
Performance Review Anxiety	108	(10)
Beverly Ballaro
``I Just Can't Bring Myself to Talk About That with Her.''	118	(4)
How to Have Difficult Conversations
The Communication Secrets of Executive Coaches	122	(9)
How to Have Conversations That Lead to Action
Nick Morgan
Feedback in the Future Tense	131	(8)
Hal Plotkin
About the Contributors	139