10Handling Difficult People and Situations
Learning Objectives
By the end of the chapter you should be able to:
• Describe the difference between useful and unproductive conflict in your workplace.
• Describe a two-step process for dealing with difficult employees.
• Describe the challenges and solutions for dealing with high-value customers and difficult bosses.
If you’ve ever worked for yourself and had no employees to worry about, you have probably been as close to a conflict-free working environment as you will ever experience. No egos bumping up against one another. No workers complaining about their pay or peers. Sure, there is an occasional ...
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