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Managing Difficult Interactions
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Managing Difficult Interactions
by Harvard Business School Press
Managing Difficult Interactions: Expert Solutions to Everyday Challenges
Pocket Mentor Series
Title Page
Copyright Page
Table of Contents
Mentor’s Message: Why Learn How to Manage Difficult Interactions?
Managing Difficult Interactions: The Basics
What Are Difficult Interactions?
Examples of difficult interactions
Removing barriers to dealing with conflict
Understanding that improvement is possible
What Causes Difficult Interactions?
Differences in positions and interests
Differences in perceptions, motivations, and styles
Differences in life experiences and cultural backgrounds
Deciding Which Difficult Interactions to Address
Determining whether you’re part of the problem
Examining your motives
Identifying important relationships
Gauging the chances of improvement
Step 1: Assessing the Facts
Sharing perceptions of what’s going on
Discovering intentions
Acknowledging contributions to the problem
Step 2: Addressing the Emotions
Identifying your feelings
Reframing destructive thoughts
Expressing feelings productively
Step 3: Managing Threats to Your Self-Image
Understanding the threat
Handling the threats
Helping others handle self-image threats
Step 4: Solving the Real Problem
Framing the problem productively
Sharing and listening
Developing a plan for change
Helping Your Employees Manage Difficult Interactions
Deciding whether to intervene
Facilitating resolution
Coaching employees to improve their skills
Tips and Tools
Tools for Managing Difficult Interactions
Test Yourself
To Learn More
Sources for Managing Difficult Interactions
Notes
How to Order
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