You are previewing From Difficult to Disturbed: Understanding and Managing Dysfunctional Employees.
O'Reilly logo
From Difficult to Disturbed: Understanding and Managing Dysfunctional Employees

Book Description

How does an already busy manager deal with people whose personalities are difficult or even seriously disturbed? The answer lies in using practical psychology to understand just what it is that makes them tick, whether it’s something as common as being introverted or extroverted . . . or something much more serious.

From Difficult to Disturbed

helps readers become better managers by providing insight into both big and small people-problems that can seriously disrupt the workplace if they’re not handled correctly. The book contains down-to-earth solutions for dealing with:

* Personality Types: including avoidant, dependent, histrionic, narcissistic, or antisocial workers

* Common People Problems: such as unproductive, angry, uncooperative, or chronic problem employees

* Mental Disorders: such as depression, bipolar disorder, schizophrenia, anxiety and panic disorders, as well as alcohol and substance abuse

Every workplace is filled with a wide range of personalities. This book gives managers the insight, understanding, and tools they need to get the best from those who present the toughest problems.

Table of Contents

  1. Copyright
  2. More advance praise for From Difficult to Disturbed
  3. Preface
  4. Acknowledgments
  5. 1. Human Nature and the Practical Psychology of Work
    1. Fundamental Principles of Practical Psychology at Work
      1. Every Workplace Is a Village
      2. People Are Different
      3. The Best Form of Crisis Intervention Is Crisis Prevention
      4. 20/20 Hindsight = 20/20 Insight = 20/20 Foresight
    2. Personality and Psychopathology: Traits, Types, and Disorders
    3. Signs and Symptoms of Abnormal Behavior
    4. How to Use This Book
  6. 2. Shrinkers and Clingers: Avoidant and Dependent Employees
    1. Avoidant Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Avoidant Boss
      4. The Avoidant Employee
    2. If You Are an Avoidant Personality
      1. If You Are an Avoidant Boss
        1. Regularize
        2. Standardize
        3. Find a mentor
      2. If You Are an Avoidant Employee
        1. Prepare
        2. Listen
        3. Try to see people as a resource, not a threat
    3. Dependent Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Dependent Boss
      4. The Dependent Employee
    4. If You Are a Dependent Personality
      1. If You Are a Dependent Boss
        1. Watch your tone and style of communication
        2. Seek reasonable guidance and reassurance from the higher-ups
        3. Encourage feedback from those below you
        4. Cultivate diverse relationships and extracurricular activities
      2. If You Are a Dependent Employee
        1. Find out who knows what
        2. Learn as much as you can on your own
        3. Learn how to ask for help
        4. Cultivate something you’re really good at doing
  7. 3. Emoters and Reactors: Histrionic and Borderline Employees
    1. Histrionic Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Histrionic Boss
      4. The Histrionic Employee
    2. If You Are a Histrionic Personality
      1. If You Are a Histrionic Boss
        1. Prepare
        2. Get assistance
        3. Don’t take it personally
      2. If You Are a Histrionic Employee
        1. Again, don’t take everything personally
        2. Have all the fun you want—where it’s appropriate
    3. Borderline Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Borderline Boss
      4. The Borderline Employee
    4. If You Are a Borderline Personality
      1. If You Are a Borderline Boss
        1. Don’t suffer needlessly
        2. Give people the benefit of the doubt
      2. If You Are a Borderline Employee
        1. Don’t go it alone
        2. Use the Emotional Red Flag (ERF)
        3. Utilize work as a refuge
  8. 4. Preeners and Predators: Narcissistic and Antisocial Employees
    1. Narcissistic Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Narcissistic Boss
      4. The Narcissistic Employee
    2. If You Are a Narcissistic Personality
      1. If You Are a Narcissistic Boss
        1. Document your credentials
        2. Separate the sizzle from the steak
        3. Know your audience
        4. Treat all employees with respect
      2. If You Are a Narcissistic Employee
        1. Take an honest self-inventory
        2. Emulate the successful
        3. Present your ideas appropriately
    3. Antisocial Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Antisocial Boss
      4. The Antisocial Employee
    4. If You Are an Antisocial Personality
      1. If You Are an Antisocial Boss
        1. Play by (at least some of) the rules
        2. Don’t burn your bridges
      2. If You Are an Antisocial Employee
        1. What goes around comes around
        2. Think ahead
        3. Get smarter
  9. 5. Detailers and Vigilantes: Obsessive-Compulsive and Paranoid Employees
    1. Obsessive-Compulsive Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Obsessive-Compulsive Boss
      4. The Obsessive-Compulsive Employee
    2. If You Are an Obsessive-Compulsive Personality
      1. If You Are an Obsessive-Compulsive Boss
        1. Quietly set the example you want your people to emulate
        2. Set realistic objectives
        3. Critique with care
      2. If You Are an Obsessive-Compulsive Employee
        1. Pick your battles
        2. Lighten up
    3. Paranoid Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Paranoid Boss
      4. The Paranoid Employee
    4. If You Are a Paranoid Personality
      1. If You Are a Paranoid Boss
        1. Know your enemies
        2. Beware of dichotomies and extremes
      2. If You Are a Paranoid Employee
        1. Be honest with yourself
        2. Learn to be a politician . . . or a godfather
  10. 6. Oddballs and Spoilers: Schizoid and Passive-Aggressive Employees
    1. Schizoid and Schizotypal Personalities
      1. What They’re Thinking
      2. What They’re Like
      3. The Schizoid Boss
      4. The Schizoid Employee
    2. If You Are a Schizoid Personality
      1. If You Are a Schizoid Boss
        1. Have a schedule for people time
        2. Use alternative forms of communication
        3. Practice minimal social skills
      2. If You Are a Schizoid Employee
        1. Prepare for encounters
        2. Rehearse social communication
    3. Passive-Aggressive Personality
      1. What They’re Thinking
      2. What They’re Like
      3. The Passive-Aggressive Boss
      4. The Passive-Aggressive Employee
    4. If You Are a Passive-Aggressive Personality
      1. If You Are a Passive-Aggressive Boss
        1. Payback is a bitch
        2. Get professional help
      2. If You Are a Passive-Aggressive Employee
        1. Excel at something
        2. Find out how others do it
        3. Get professional help
  11. 7. Working Wounded: Mental Disorders on the Job
    1. Anxiety Disorders
      1. What They’re Like
      2. Managing the Anxious Employee
      3. If You Are an Anxious Employee
        1. Know what to expect
        2. Learn to relax
        3. Get professional help
    2. Mood Disorders
      1. What They’re Like
      2. Managing the Depressed or Bipolar Employee
      3. Handling the Suicidal Employee
        1. Define the problem
        2. Ensure safety
        3. Provide hope and support
        4. Examine alternatives
        5. Make a plan
        6. Obtain commitment
      4. If You Are a Depressed or Bipolar Employee
        1. Know your pattern
        2. Know your triggers
        3. Seek professional help
    3. Schizophrenia and Psychotic Disorders
      1. What They’re Like
      2. Managing the Schizophrenic Employee
      3. Handling a Psychotic Episode
      4. If You Are a Schizophrenic Employee
        1. Take care of your physical and mental health
        2. Choose your job carefully
        3. Know your cycles
        4. Know your rights
    4. Alcohol and Drug Abuse
      1. What They’re Like
      2. Intoxication and Withdrawal: Signs, Symptoms, and Syndromes
      3. Handling Intoxicated Employees
      4. Lifestyle and Work Style Effects of Substances
      5. Managing Substance Abuse in the Workplace
      6. If You Are a Substance-Abusing Employee
        1. Conduct an honest self-appraisal
        2. Manage your times and places
        3. Drink differently
        4. Quit successfully by quitting successively
        5. Get help
        6. Choose life
  12. 8. Brain Alert: Neuropsychological Disorders at Work
    1. Attention Deficit Hyperactivity Disorder
      1. What They’re Like
      2. Managing the ADHD Employee
    2. Dementia
      1. What They’re Like
      2. Managing Employees with Dementia
    3. Epilepsy
      1. What They’re Like
      2. Managing Employees with Epilepsy
    4. Narcolepsy
      1. What They’re Like
      2. Managing Employees with Narcolepsy
    5. Tourette’s Syndrome
      1. What They’re Like
      2. Managing Employees with Tourette’s Syndrome
    6. Traumatic Brain Injury and Postconcussion Syndrome
      1. What They’re Like
      2. Managing Employees with Postconcussion Syndrome
      3. If You Are an Employee with a Neuropsychological Disorder
        1. Get smart
        2. Get treated
        3. Get connected
        4. Get to work
  13. 9. Sick and Tired: Mind-Body Syndromes in the Workplace
    1. Somatoform Disorders
    2. Somatization Disorder
    3. Conversion Disorder
    4. Pain Disorder and Chronic Pain
    5. Hypochondriasis
    6. Body Dysmorphic Disorder
    7. Factitious Disorder
    8. Malingering
    9. Dealing with Mind-Body Disorders at Work
      1. Remember that the best form of crisis intervention is crisis prevention
      2. Treat ill or injured employees with respect and consideration
      3. Address the medical aspects
      4. Follow up with the ill or injured employee
      5. Encourage a back-to-work attitude
      6. Know how to coordinate treatment with discipline
      7. Document everything
    10. If You Are an Employee with a Mind-Body Syndrome
      1. Find a medical doctor you trust
      2. Find a mental health clinician you trust
      3. Find an attorney you trust
      4. Find a workmate or manager you trust
      5. Take support from family and friends you trust
      6. Get a life you trust
  14. 10. What a Job: Managing Dysfunctional Employees
    1. Types of Problem Employees and Employee Problems
    2. Bad Employee to Good Employee: Practical Solutions and Strategies
    3. Selection and Screening
    4. Education and Training
    5. Coaching and Counseling
      1. Coaching
      2. Counseling
    6. Discipline
      1. Discipline for the Real World
      2. Discipline Without Punishment
    7. Psychological Fitness for Duty Evaluations
      1. Identifying data
      2. Reason for evaluation
      3. Background information
      4. Clinical interview and behavioral observations
      5. Review of records
      6. Psychological test findings
      7. Conclusions and discussion
      8. Recommendations
    8. Psychological Services
    9. Termination
    10. Administrative and Departmental Solutions
  15. 11. Danger Zone: Handling Workplace Violence
    1. Workplace Violence: Facts and Statistics
    2. The Workplace Violence Cycle
    3. Who Becomes Violent at Work?
    4. Workplace Violence Prevention
    5. Workplace Violence: Response to Emergencies
      1. Recognizing Warning Signs of Impending Violence
      2. Defusing a Potentially Dangerous Situation
      3. Handling a Violent Episode
        1. Initial action
        2. Body language
        3. Communication style
        4. Communication content
        5. Scene control
      4. Guns and Weapons
    6. Workplace Violence Intervention with Mentally Disordered Employees
      1. Potentially Violent Schizophrenic Employees
      2. Potentially Violent Paranoid Employees
      3. Potentially Violent Depressed Employees
      4. Potentially Violent Avoidant-Dependent Employees
      5. Potentially Violent Antisocial-Psychopathic Employees
      6. Potentially Violent Borderline Employees
    7. Workplace Violence Recovery
      1. Workplace Violence Response Patterns and Syndromes
      2. Plans, Policies, and Procedures
        1. Media and public relations
        2. Employees and families
        3. Law enforcement, physical security, and cleanup
        4. Legal measures
        5. Mental health mobilization
      3. Restoring Order: Posttrauma Crisis Management
      4. Role of Executives and Leaders
  16. 12. Tough at the Top: Organizational Stress Management and Leadership
    1. Command Decision Making Under Critical Stress
      1. Communication
      2. Team Management
      3. Decision Making Under Stress
      4. Planning, Implementing, and Evaluating
      5. Emotional Stability
    2. Organizational Stress Management and Supervisory Style
      1. Managerial Stresses
      2. Manager Supervision Styles
        1. Traditional managers
        2. Active managers
        3. Innovative managers
        4. Supportive managers
    3. Managing Organizational Stress: Guidelines for Managers
      1. Show Yourself
      2. Give Respect to Get Respect
      3. Expect the Best and Reward It
      4. Ask for Feedback and Use It
      5. Maintain a Culture of Knowledge
      6. Pick Your Battles and Fight Them Wisely
    4. Role of the Psychologist in Organizational Stress Management
      1. Direct Clinical Services
      2. Education and Training
      3. Management Coaching
    5. Conclusions
  17. Bibliography and Further Reading
    1. Other Works by the Author
  18. About the Author