This is a really quick and easy read, focusing specifically on how to deal with difficult people in the work environment. There are two specific things I really liked about this book:
Firstly, it confirmed a number of things that we are already doing. It is good to know that we are on track with the way that we do things at Reputation Matters. We have a very thorough recruitment process in place, which is pretty much the first step to getting the right people on board, and avoiding difficult people. We also have internal structures in place to make sure that everyone is on the same page to know what is required from everyone. We also have a number channels in place to make sure that we give and get feedback for continuous improvement.
Secondly, I liked the layout of the book. Each 'secret' was presented on a separate page with core information, a quote and a short case study.
As mentioned above we encourage feedback, what I liked was the EEC framework mentioned, which is another way to consider giving feedback:
E = Example. Tell the person exactly what they did. This should be as specific as possible about what they did. It should be relevant, supportive, helpful and clear.
E = Effect. Tell them the effect of their actions on you. This will relate to how it made you feel. It is difficult for someone to take offence at how you feel, because it's not an attack on them! Your feelings can be either negative or positive. Again be as specific as possible.
C = Continue or Change. For your feedback to be taken seriously, plenty of it needs to be positive! If your feedback is positive and the individual is not required to do anything different in future, your feedback sounds like "thanks" or "please keep this up". If the feedback is to change, agree with them how to make a change.
Recommendable: 7/10
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