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Tuesday, April 27, 2010

Dealing with Difficult People



Contents
Dealing with difficult people viii
Recognize the 10 most unwanted behaviors 1
Choose your approach 3
Understand the four intents 5
Understand the first intent: get it done 7
Understand the second intent: get it right 9
Understand the third intent:
get along 11
Understand the fourth intent:
get appreciated 13
Recognize the results of threatened intents 15
Reduce differences 17
Listen to understand 19
Reach a deeper understanding 21
Speak to be understood 23
Project and expect the best 25
Bring out the best in the Tank 27
Bring out the best in the Sniper 29
Bring out the best in the Know-It-All 31
Bring out the best in the
Think-They-Know-It-All 33
Bring out the best in the Grenade 35
Bring out the best in the Yes Person 37
Bring out the best in the Maybe Person 39
Bring out the best in the Nothing Person 41
Bring out the best in the No Person 43
Bring out the best in the Whiner 45
Take the first three action steps 47

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