Contents
1. Establish a Zero-Tolerance Policy
2. Don’t Let Difficult People Set the Tone for the Office
3. Bone Up on Dealing With Difficult Employees
4. Don’t Wait for the Boston Tea Party
6. Work Out a Solution Jointly
7. Follow Through on a Plan of Action
8. What Personality Trait Is at Play?
9. Make Sure the Employee Understands
11. Express Confidence That the Person Can Change
12. Thank Them for Their Cooperation
13. Master the Art of Difficult Conversations
14. Train Your Managers in the Art of Difficult Conversations
17. Reign in Difficult Family Members
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