Difficult People and Difficult Conversations

Concept #1: Challenging Employee Situations

“Adversity is like a strong wind.  It tears away from us all but the things that cannot be torn, so that we see ourselves as we really are.”

Arthur Golden

Dealing with Challenging Employees

Leaders Value Relationships

Understanding the Conflict of Perspective

Personal Reflection

How to Deal with Interpersonal Conflict

Leaders Need Emotional Agility

Concept #2: Corrective Action

“Be kind, for everyone you meet is fighting a hard battle.”


Case of the Well-Meaning Manager

Helping Employees Overcome Struggles

Principles of Corrective Action

Personal Reflection

More Best Practices

The Pain of Letting Someone Go

Concept #3: When You Are Wrong

“And side by side those chiefs of pride,

Together fell down dead.”

The Battle of Lake Regillus, Lays of Ancient Rome

The Corporate Apology

Fix Mistakes Quickly

Learn from Failure

Personal Reflection

Concept #4: Challenging Business Situations

“Uh, Houston, we’ve had a problem.” 

Astronaut Jim Lovell, Apollo 13 Actual quote from NASA transcripts

Bad News Happens

Use the Organization to Work the Problem

Meet Face-to-Face

Personal Reflection

Leaders Take the Arrows

Leverage the Experience of Others

I Recommend

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