Preface v About the authors ix Acknowledgements xi Introduction xv 1 What's your tough stuff? Getting clear on what's tough for you 1 2 Dealing with the tough stuff -- Foundational skills 13 3 Dealing with the fl uff stuff -- Getting more direct in your language and achieving clarity 37 4 Dealing with the unsaid stuff -- Ensuring maximum leverage from your non-verbal communication 59 5 Dealing with the remote stuff -- Having the key conversations when geography is an issue 73 6 Dealing with the gruff stuff -- Addressing anger and managing high emotions 93 7 Dealing with the huff stuff -- Dealing with resistant, defensive and stubborn behaviour 109 8 Dealing with the rapid stuff -- Addressing the tough issues in a rapid-change environment 133 9 Dealing with the rough stuff -- The big three: restructure, redundancy and dismissal 151 10 Dealing with the bluff stuff -- Handling emotional manipulation in the workplace 173 11 Dealing with the off-the-cuff stuff -- Building skills to handle immediate crises 193 12 Dealing with enough stuff -- Prioritising things that matter 209 Conclusion 225 Index 231
Behavioural scientist DARREN HILL and psychologists ALISON HILL and DR SEAN RICHARDSON are directors of the behavioural strategy company Pragmatic Thinking. They work with forward thinking companies to equip and support managers and leaders to work more confidently with people. The first edition of Dealing with the Tough Stuff is now available in four languages.