Whether it comes from direct reports or people above, outbursts, irrational demands, griping, and other disruptions need to be dealt with-and it's your responsibility to do it. This book turns this dreaded chore into a straight forward process that gently, yet effectively, improves behaviors. Written by an insider in the tech industry, where personality issues routinely wreck projects, the book reveals a core truth: most people actually want to contribute results, not cause headaches.
Once you realize the potential for change, the book's simple steps, examples, and scripts explain how to right even the most hopeless situations. You'll learn how to master the necessary mindset; explain the problem calmly in a short feedback session; get a commitment to change, and follow up; coach others to replicate the process; and develop the situational awareness required to spot trouble even earlier in the future.