April 2007
Intermediate to advanced
192 pages
3h 8m
English
Content preview from 151 Quick Ideas to Deal With Difficult PeopleBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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108Temper Criticism With Praise
Bob Miglani grew up serving chili dogs and chocolate-dipped cones at his family’s Dairy Queen store in New Jersey. When a customer dropped an ice cream cone, the store replaced it free of charge. No questions. No arguments.
Why the policy, which seemed to benefit the customer much more than the store? “Because it preserves the integrity of our business and it’s the right thing to do,” he says.
To preserve the integrity of your relationship with a difficult colleague you may have to perform the unexpected at times. That could well include praising the colleague when the person does something right. It won’t be easy. It takes a lot of courage to rise above the natural instinct to belittle everything a troublemaker ...
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