YOUR ESSENTIAL GUIDE TO HANDLING DIFFICULT CONVERSATIONS AT WORK
Based on psychological theory and in–the–trenches practice, this second edition of the bestselling Dealing with the Tough Stuff shows leaders and managers the practical and pragmatic strategies for managing conflict situations effectively.
Avoiding tough conversations can be extremely costly for managers, staff and the business as a whole. Authors Darren Hill, Alison Hill and Dr Sean Richardson offer a proven approach for understanding what makes people tick and helping leaders develop the human skills needed to manage effectively.
With new chapters added to keep pace with the challenges of today′s fast–paced and often fragmented workplace, this fully revised second edition includes a wealth of material for overcoming common problems. Discover how to lead key conversations with:
- tools to depersonalise tough feedback
- tactics to deal with a workforce that is offsite
- tips for dealing with conflict during times of rapid change
- advice to manage immediate crises
- strategies to overcome anger, stubbornness and defensiveness
- techniques for finding the best way to be assertivein any situation.
Dealing with the Tough Stuff is your go–to handbook on human behaviour and effectively navigating challenging conversations at work.
About the authors ix
1 What’s your tough stuff? Getting clear on what’s tough for you 1
2 Dealing with the tough stuff — Foundational skills 13
3 Dealing with the fl uff stuff — Getting more direct in your language and achieving clarity 37
4 Dealing with the unsaid stuff — Ensuring maximum leverage from your non–verbal communication 59
5 Dealing with the remote stuff — Having the key conversations when geography is an issue 73
6 Dealing with the gruff stuff — Addressing anger and managing high emotions 93
7 Dealing with the huff stuff — Dealing with resistant, defensive and stubborn behaviour 109
8 Dealing with the rapid stuff — Addressing the tough issues in a rapid–change environment 133
9 Dealing with the rough stuff — The big three: restructure, redundancy and dismissal 151
10 Dealing with the bluff stuff — Handling emotional manipulation in the workplace 173
11 Dealing with the off–the–cuff stuff — Building skills to handle immediate crises 193
12 Dealing with enough stuff — Prioritising things that matter 209