Managing Difficult Interactions

by Harvard Business School Press

• ISBN13: 9781422125083
• ISBN10: 1422125084
• Format: Paperback
• Copyright: 2008-09-16
• Publisher: Harvard Business School Pr

Summary

In the business world, confrontations are inevitable - whether they're with your employees, peers, bosses, or even suppliers and customers. Ignored or handled badly, confrontations can damage workplace relationships and ruin careers. This volume helps you master the art of effectively managing confrontation.

Table of Contents

Mentor's message : why learn how to manage difficult interactions?
Managing difficult interactions : the basics	p. 1
What are difficult interactions?	p. 3
What causes difficult interactions?	p. 9
Deciding which difficult interactions to address	p. 17
Step 1 : assessing the facts	p. 23
Step 2 : addressing the emotions	p. 29
Step 3 : managing threats to your self-image	p. 37
Step 4 : solving the real problem	p. 43
Helping your employees manage difficult interactions	p. 51
Tips and tools	p. 59
Tools for managing difficult interactions	p. 61
Test yourself	p. 69
To learn more	p. 77
Sources for managing difficult interactions	p. 83
Notes	p. 85
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