Dealing with difficult people
Recognize the 10 most unwanted behaviors
Understand the four intents
Understand the first intent: get it done
Understand the second intent: get it right
Understand the third intent: get along
Understand the fourth intent: get appreciated
Recognize the results of threatened intents
Reach a deeper understanding
Project and expect the best
Bring out the best in the tank
Bring out the best in the sniper
Bring out the best in the know-it-all
Bring out the best in the think-they-know-it-all
Bring out the best in the grenade
Bring out the best in the yes person
Bring out the best in the maybe person
Bring out the best in the nothing person
Bring out the best in the no person
Bring out the best in the whiner
Take the first three action steps.
