Preface v
About the authors ix
Acknowledgements xi
Introduction xiii
1 What's your tough stuff? Getting clear on what's tough for you 1
2 Dealing with the tough stuff -- foundational skills 9
3 Dealing with the fluff stuff -- get more direct in your language and achieve clarity 33
4 Dealing with the unsaid stuff -- ensuring maximum leverage from your non-verbal communication 55
5 Dealing with the gruff stuff -- addressing anger and managing high emotions 67
6 Dealing with the huff stuff -- dealing with resistant, defensive and stubborn behaviour 83
7 Dealing with the bluff stuff -- handling emotional manipulation in the workplace 107
8 Dealing with the rough stuff -- the big three: restructure, redundancy and dismissal 127
9 Dealing with the off-the-cuff stuff -- building skills to handle immediate crisis 149
10 Dealing with enough stuff -- prioritising things that matter 165
Conclusion 181
Index 189