The Complete Idiot's Guide to Dealing with Difficult Employees

Overview

In a "Business Week" survey, "improving leadership/people skills" ranked in the top three qualities desired by companies for their managers. This book will help managers deal with problem employees, offer constructive feedback, and handle conflicts.
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Overview

In a "Business Week" survey, "improving leadership/people skills" ranked in the top three qualities desired by companies for their managers. This book will help managers deal with problem employees, offer constructive feedback, and handle conflicts.
Read More Show Less

Product Details

  • ISBN-13: 9780028633701
  • Publisher: Alpha Books
  • Publication date: 5/23/2000
  • Series: Complete Idiot's Guide Series
  • Pages: 368
  • Product dimensions: 7.38 (w) x 9.08 (h) x 0.88 (d)

Table of Contents

I. YOU CAN'T SMACK 'EM-MANAGE THEM INSTEAD.

1. Don't Just Sit and Suffer.
The Cost of Difficult People. A Hundred and One Uses for Difficult People. Avoid Being a Victim. The Perils of Inaction. Leaping Before You Look. Four Reasons You Might Choose to Be a Victim. You Can Do Something-You Must Do Something.

2. The Magical Manipulative Ways of the Difficult.
It's Not the Difficult People, It's the Difficult Behavior. At Every Desk a Difficult Person (Sometimes). It Takes Two. The Various Manipulative Techniques of the Difficult. Chronic Versus Occasional Difficult Behavior. How Does Knowing All This Help?

3. What Makes Difficult People Tick ... and Tick ...
You Don't Need to Be a Shrink. What Are Difficult People After? How Does Knowing All This Help?

4. Why Me, Lord, Why Me?-The Manager's Burden.
It's Probably not Personal. ... But It Might Be You. The Manager's Extra Burden. It's in Your Self-Interest.

5. Keeping Your Feet on the Ground with Difficult People.
It Isn't Going to Work with Me. Blaming and Problem Solving-the Difference. Avoid the Lowest Common Denominator. What You Focus on You Get More Of. Think Big Picture-Think Long Term. Using Self-Talk to Stay Balanced.

II: MANAGING GARDEN-VARIETY EMPLOYEES.

6. Identifying the Garden-Variety Difficult Employee.
Identifying the Difficult Employee. The Hidden Costs of the Garden-Variety Difficult Employee. Take Action to Prevent Worsening Behavior. Formal Authority Tools. Preventative Tools.

7. Providing Feedback to Difficult Employees.
Feedback-a Major Tool for Change. The Different Faces of Feedback. Feedback Strategies. Giving Feedback That Gets Positive Results.

8. Parrying the Difficult Thrusts.
Have Some Cheese with the Whine. Personal Attacks. Dealing With Minor Back-Channel Problems. The Work and Responsibility Avoider. The Meeting Disrupter. The Naysayer.

9. Using Performance Management to Help.
Performance Management Isn't What You Think. The Important Parts of Performance Management. Using Performance Management to Solve Performance Difficulties and Soft Problems.

10. Monkey in the Middle: Mediation and Arbitration.
Deciding When to Step In-Whose Banana Is It? Mediation-What Is It? When Does It Fit? Hold Preliminary Meetings. Logistics and Establishing Context for Three-Way Meetings. The Process. Arbitration, or When Someone Just Has to Decide.

III: MANAGING THE VENOMOUS DIFFICULT EMPLOYEE.

11. Identifying the Venomous Difficult Employee.
What Separates Venomous from Garden Variety. Why the Venomous Employee Is So Dangerous. Techniques of the Viper. Tying Up the Venomous Person in a Nice Pink Bow.

12. Can You Create Win-Win with These Folks? And How!
Is Win-Win Possible with the Venomous? Win-Win-Breaking Through with the Approach. Looking Under the Rock-Figuring Out What's Going On. Your Turn-Presenting Where You Are. Collaborative Problem Solving. The End Game-Commitment and Follow-Up.

13. I Fought The Law and ...?
The Legal Swamp. Disciplinary Issues-Do You Have Protection? The Disciplinary Prophylactic. Hey, You Have Another Legal Responsibility. Is There Any Good News Here?

14. Worry About the Other Shoe Dropping-Violence.
View from the Bridge-Some Background on Violence. Violence, Disciplinary Action, and Dismissal. Is Workplace Violence Predictable? Preventative Steps for All Workplace Violence.

IV: WHEN THE DIFFICULT PERSON IS YOUR BOSS.

15. The Nutso Boss.
Some Bosses Really Are Nuts. Tricks to Survive a Nutty Boss. Developing a Productive Mind-set. So You Want to Try Getting Through to Your Boss?

16. Fighting Fire with Water-Your Difficult-Boss Options.
Consider the Consequences. What Are Your Options? Quitting Immediately. Working It Out. Living With It. Wrapping It Up.

17. Silly Boss Behaviors-Specific Situations.
The Credit-Stealing Boss. The Unreasonable-Demands Boss. A Sobering Thought.

18. Is Your Boss Doing Something Illegal?
How to Pass Along Information. Gray-Area Illegal Acts. When the Boss Violates Policy.

V: IF IT WASN'T FOR MY DIFFICULT CO-WORKERS.

19. Difficult Colleagues.
The Annoying and Frustrating. The Work Killers.

20. Real Conflict and What to Do About It.
Two Kinds of Conflicts. Is Conflict Always Bad? Five Different Ways to Manage Conflict.

21. Getting Help from Others, Including the Boss.
When to Involve the Boss. Approaching Smart-Involving Smart. Help from Other Sources. Knowing When You Are in Big Trouble.

22. Knowing Your Communication Media.
How Communication Media Differ. Face-to-Face and Telephone Communication. Written Communication. E-mail Communication-A Brave New World. Things You Need to Know About E-mail.

VI: I CONFESS, I'M DIFFICULT (HELP FOR THE GUILTY).

23. We're All Difficult Sometimes-Are You Difficult Too Much?
Why It's So Hard to See Our Own Difficult Behavior. Why Looking at Yourself Is So Important. Some Difficulty Indicators. Sometimes You Just Have to Ask.

24. Getting Less Difficult-Words and Deeds.
Getting Back to Behavior-the Starting Block. How People Come to See You as Difficult. Wanna Be More Consistent and Congruent?

25. Getting Less Difficult-The Words, Ma'am, Just the Words.
What's Your Style? What's Their Problem? Replacing Confrontational Language with Cooperative Language. More Fixing Up. Hints for Improving at Cooperative Communication.

Appendixes.
Appendix A. Glossary. Appendix B. Additional Resources.

Index.
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