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- The secret to dealing with a difficult person so they step up or step out within four weeks (page 8)
- 4 ingredients of the recipe for disaster (and how to avoid these at all cost so you don’t end up having a massive conflict where nobody wins) (page 25)
- Why clarifying expectations is the foundation of dealing well with difficult people (page 26)
- Why avoiding conflict isn’t an option (and how to do it in a way that’s 10x less uncomfortable and painful than the big blow-ups we often experience) (page 27)
- Why it’s always a bad sign when an employee is surprised (and why you NEED to focus on removing the element of surprise from your relationships with difficult people) (page 28)
- The difference between unclear expectations and unrealistic expectations (and how unrealistic expectations are the secret ingredient that makes difficult people so… difficult) (page 31)
- The simple strategy I use with my clients to help them work out how clear their expectations are for their team (page 36)
- What to do if conflict is your nemesis (and a simple framework for having a crucial conversation that starts with self-deprecation and an apology that ACTUALLY WORKS) (page 38)
- When it’s the right time to pick a small battle with a difficult person (and how to navigate that crucial conversation) (page 44)
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And so much more!
