Dealing with the Tough Stuff : How to Achieve Results from Crucial Conversations

by Hill, Darren; Hill, Alison; Richardson, Sean

• ISBN13: 9781118232569
• ISBN10: 1118232569
• Format: Paperback
• Copyright: 2012-07-23
• Publisher: Jossey-Bass

Summary

Handling tricky behaviour and dealing with difficult discussions in the workplace requires the right balance of finesse, people skills, and communication techniques -- a challenging feat, to say the least. Packed with practical and pragmatic suggestions and methods for dealing with the tough stuff at work, this unique and helpful book features simple diagnostics, models, and processes that you can put to use immediately. The author team shares their years of research and experience so that you can benefit from their case studies and examples, all of which are aimed at increasing the confidence of anyone working in a management or leadership role. You'll discover how the science of human behaviour -- both verbal and nonverbal -- plays an enormous role when handling conflict situations and you'll learn how to apply a variety of tools, tips, and strategies when leading critical conversations with empathy and assertiveness.

Author Biography

Behavioural scientist Darren Hill and psychologists Alison Hill and Dr Sean Richardson are directors of the behavioural strategy company Pragmatic Thinking. They work with top companies in Australia and North America to equip and support managers and leaders to work more confidently with people.

Table of Contents

Preface v

About the authors ix

Acknowledgements xi

Introduction xiii

1 What's your tough stuff? Getting clear on what's tough for you 1

2 Dealing with the tough stuff — foundational skills 9

3 Dealing with the fluff stuff — get more direct in your language and achieve clarity 33

4 Dealing with the unsaid stuff — ensuring maximum leverage from your non-verbal communication 55

5 Dealing with the gruff stuff — addressing anger and managing high emotions 67

6 Dealing with the huff stuff — dealing with resistant, defensive and stubborn behaviour 83

7 Dealing with the bluff stuff — handling emotional manipulation in the workplace 107

8 Dealing with the rough stuff — the big three: restructure, redundancy and dismissal 127

9 Dealing with the off-the-cuff stuff — building skills to handle immediate crisis 149

10 Dealing with enough stuff — prioritising things that matter 165

Conclusion 181

Index 189