TY  - BOOK
ED  - Harvard Business Review Press (Firm)
TI  - Dealing with difficult people
T2  - HBR emotional intelligence series
SN  - 9781633696082
AV  - HD42 .D43 2018
PY  - 2018///
CY  - Boston, MA
PB  - Harvard Business Review Press
KW  - Conflict management
KW  - Problem employees
KW  - Emotional intelligence
KW  - Problem solving
KW  - Work
KW  - Psychological aspects
N1  - To resolve a conflict, first decide: is it hot or cold?: aim for warmth / Mark Gerzon — Taking the stress out of stressful conversations: how to talk when you're emotionally entangled / Holly Weeks — The secret to dealing with difficult people: it's about you : three new lenses to try on / Tony Schwartz — How to deal with a mean colleague: stand up for yourself / Amy Gallo — How to deal with a passive-aggressive colleague: don't accuse them / Amy Gallo — How to work with someone who's always stressed out: celebrate their victories / Rebecca Knight — How to manage someone who thinks everything is urgent: help them see the consequences / Liz Kislik — Do you hate your boss?: managing up when personalities clash / Manfred F.R. Kets de Vries
N2  - At the heart of dealing with difficult people is handling their--and your own--emotions. How do you stay calm in a tough conversation? How do you stay unruffled in the face of passive-aggressive comments? And how do you know if you're difficult to work with?

This book explains the research behind our emotional response to awful colleagues and shows how to build the empathy and resilience to make those relationships more productive
ER  -