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

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John Wiley & Sons, Jul 5, 2012 - Business & Economics - 216 pages
How to handle difficult discussions in the workplace

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 behavior—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.

  • Explains why avoiding dealing with the tough stuff at work can be so costly for managers, staff, and, ultimately, the business
  • Features methods and strategies that have been backed by contemporary theory and tested and trialed with thousands of participants
  • Zeroes in on ways to uncover the root cause of difficult behavior
  • Shares advice for finding the best way to be assertive in any situation
  • Reveals techniques for depersonalizing conflict and avoiding language that causes conflict
 

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Contents

Whats your tough stuff? Getting clear
1
Dealing with the tough stufffoundational skills 9
9
Dealing with the fluff stuffget more direct
33
Dealing with the unsaid stuff ensuring maximum
55
Dealing with the gruff stuff addressing anger
67
Dealing with the huff stuff dealing with resistant
83
Dealing with the bluff stuffhandling emotional
107
Dealing with the offthecuff stuffbuilding skills
149
Dealing with enough stuffprioritising things
165
Conclusion
181
Index
189
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About the author (2012)

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.

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