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Index > Index - Pg. 285

Index personalized conflicts, 210, 211 starters vs. preventers communication styles, 263, 264, 265 substantive conflicts, 210 triggers, 265 blatant generalizations, 268 demeaning comments, 266 lack of listening, 266 mistrust, 267 power-based communications, 268 status-based communications, 269 violation of conversation conduct, 268 ugly conflicts, 213 confrontation results of adding fuel to the fire, 9, 10 confrontation avoidance (choosing victimhood), 11 confrontational languages, 265 replacing with cooperative communications, 269 replacing with cooperative languages eliminating blatant generalizations, 271 eliminating defensive statements, 271, 272 eliminating infallibilities, 272, 273 mistrust elimination, 270 removing power-based communications, 269, 270 vs. cooperative, 264, 265 congruency (managers) becoming more consistent and congruent, 258, 260, 261, 262 decision-making, 259 management approach and demeanor, 259, 260 promises and commitments, 258, 259 perception of others, 256, 257 consequences difficult bosses, 164 assessments, 165, 166 personal considerations, 166, 167 garden-variety difficult people, 57 consistency (managers) becoming more consistent and congruent, 258, 260, 261, 262 decision-making, 259 management approach and demeanor, 259, 260 promises and commitments, 258, 259 constructiveness, 50, 51 contracts explicit, 131 implicit, 131 control issues rewards of difficult behaviors, 30, 31 cooperative communications improving, 273, 274 vs. confrontational, 264, 265 corporate initiatives workplace violence, 149, 150 corporate policy violations bosses, 193, 194 coworkers annoying and frustrating behaviors addressing own reactions, 197, 198, 199 changing self perceptions, 199, 201 conflicts boss involvement, 224, 225, 226, 227, 228 help sources, 228, 229, 230 ramifications of difficult people's actions, 4, 5 work-killers, 201 authority underminers, 207, 208 backstabbers, 205, 206, 207 insensitive coworkers, 204, 205 no-fault coworkers, 205 resource hogs, 202, 203, 204 turf warriors, 208 credit-stealing bosses, 177 tips to dealing with behaviors back door approaches, 179 meetings, 178, 179 objective thinking, 177, 178 ultimatums, 180 cueing, 70 customers ramifications of difficult people's actions, 4, 5 285 D data collections performance managements, 91, 92 decision-making making timely decisions, 259 defensiveness (confrontational languages), 271, 272 demanding bosses, 180, 181 tips for dealing with behaviors educating, 181, 182 organization of roles, 183, 184 pitches, 183 ultimatums, 184 demeaning comments (conflict triggers), 266 demeanor (managers), 259, 260 denials conflict management, 214, 215 difficult people, 2 avoiding becoming a victim, 8 chronic vs. occasional, 22, 23 costs to coworkers and customers, 4, 5 costs to managers, 3, 4 loss of time, 3 physical and mental health, 3 costs to the organization, 6 inaction, 8, 9 labeling, 15 vs. focusing on behaviors, 16, 17 manipulation techniques, 19 back-channel behaviors, 21, 22 direct work-related behaviors, 19 guerrilla attacks, 20 interpersonal behaviors, 21 management attacks, 20 results of confrontation, 9, 10 rewards of behaviors, 30 center of attention, 31, 32 reaction from others, 32 sense of control, 30, 31 understanding behaviors, 26 biological factors, 32 emotional states, 29, 30 lack of social skills, 27, 28 learned behaviors, 27 value, 6 insightful thoughts, 6, 7 provoke others to look closer at themselves, 8 direct feedback, 68 direct work-related difficult behaviors, 19 disadvantages win-win situations, 122, 123 disbelief (choosing victimhood), 11 disciplinary issues