Dealing with difficult people

Includes bibliographical references.

Introduction -- What types of people must you deal with? Today's angry workplace: an interview with R. Brayton Bowen -- Crabs, cranks, and curmudgeons: how to manage difficult people / Constantine von Hoffman -- Don't just do something, sit there / David Whitemyer -- Will you help or heave your underperformers? / Paul Michelman -- Consequences: the secret to holding people accountable / Lila Booth -- Are you causing problem behavior? Don't avoid conflicts, manage them / Monci J. Williams -- How to handle difficult behaviors / Ken Cloke and Joan Goldsmith -- When to walk away from a fight / Rebecca M. Saunders -- Five questions about business/personal relationships with Ronna Lichtenberg -- The four myths of feedback / Jamie Higgins and Diana Smith -- How should you communicate with difficult people? Managing negativity -- Checklist for conducting a disciplinary conversation / Edward Prewitt -- Performance review anxiety / Beverly Ballaro -- "I just can't bring myself to talk about that with her": how to have difficult conversations -- The communication secrets of executive coaches: how to have conversations that lead to action / Nick Morgan -- Feedback in the future tense / Hal Plotkin.