chapter 5
The Matrix of Difficult People at Work
‘Seek first to understand.’
Stephen Covey1
Introduction
The Matrix of Difficult People introduced in this chapter is a way of understanding what’s going on when someone seems too difficult at work, with a view to doing something about it.
People react in different ways when they’re under pressure, and they have different priorities for how they see and respond to the world around them. That’s why the same kind of situations can produce quite different patterns in the ways that people are experienced as difficult. With the matrix and the quick quiz in Chapter 6, we can identify those underlying ...
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