Difficult people
-plan approach
-be positive
-express feeling, don't bottle up, irritation, outrage, annoyance, hurt, avoid accusation, ask clarification
-invite other to express feeling
-open end q's about feeling & opinion
-dispute, hold off personal blame
-practice generosity & graciousness, treat enemy as friend, be wary but courteous
-ask opinion & help transform behavior
-keep them in perspective: minority
Boss
-don't take personal & tell how important in helping advance career
-send progress memo
-ask factual answer, own up decision
-refrain from return fire, remove self temporarily
-rumor: confront source, ask
-good acting skill
-be more proactive, stop problem before happen, adjust work habit
-if all else fail, get a new job
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