This chapter focuses on handling challenging individuals by categorizing them as energy-givers or high-maintenance difficult people, stressing the need for setting boundaries and active listening. It highlights the benefits of confronting conflicts, exemplified by Colin Powell's composed response to a tough question, and emphasizes standing up for principles like fairness and reasonableness. Additionally, the importance of knowing one's values as a leader, choosing a supportive network, and fostering clarity in leadership and communication are discussed.
Mark Goulston: Real Influence
Check out Mark’s article on this same topic on the Harvard Business Review blog
Three three-step process that Mark recommended:
1. What are you most frustrated about?
2. What are you most angry about?
3. What are you really worried about?
Here are links to Mark’s books:
Real Influence: Persuade Without Pushing and Gain Without Giving In
Just Listen
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