Dealing with the Tough Stuff: How to acheive results from crucial conversations -- Contents -- Preface -- About the authors -- Acknowledgements -- Making a difference -- The foundation for success -- Difficult situations, not difficult people -- Manipulating for good -- Upgrade your expectations -- How to use this book -- Stepping up to the challenge -- Chapter 1: What's your tough stuff? Getting clear on what's tough for you -- Finding out your tough stuff -- Vulnerability is the pathway to growth -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 2: Dealing with the tough stuff - foundational skills -- Why do we do what we do? -- Behaviour modification -- Getting clear -- Ensure maximum effectiveness -- Competing behaviours -- Meaningful work -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 3: Dealing with the fluff stuff - get more direct in your language and achieve clarity -- Get rid of the fluff -- Traits versus behaviours -- Given the opportunity, most people do the right thing -- Stepping into behaviour-based language -- Communication media -- The power of words -- Strip back your message -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 4: Dealing with the unsaid stuff - ensuring maximum leverage from your non-verbal communication -- Non-verbal communication -- Approachable versus credible -- Making your point -- The game-changer -- Grounded in science -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 5: Dealing with the gruff stuff - addressing anger and managing high emotions -- Emotions: ignore them at your peril -- Allow others to own their own emotions -- Anger and actions are two separate things.

Tour of the emotional brain -- Emotions at work: addressing anger and sadness -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 6: Dealing with the huff stuff - dealing with resistant, defensive and stubborn behaviour -- Resistant behaviour -- Defensive behaviour -- Turn fear into confidence -- Stubborn behaviour -- Assertiveness and empathy -- The other half of the assertiveness equation -- Solving the assertiveness puzzle -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 7: Dealing with the bluff stuff - handling emotional manipulation in the workplace -- Two kinds of bluffers -- Two-way street -- Avoid the popularity stakes -- Understanding intimidation and shaming -- Dealing with passive-aggressive behaviours -- Strategies for dealing with the bluff stuff -- Conclusion -- Darren's thoughts -- Alison's thoughts -- Sean's thoughts -- Chapter summary -- Chapter 8: Dealing with the rough stuff - the big three: restructure, redundancy and dismissal -- Mapping the journey -- Mindset makes a difference -- Moments of truth: having the termination conversation -- True transparency: give them 100 per cent -- Stepping through grief and loss -- Disruption creates innovation -- Conclusion -- Darren's thoughts -- Alison's thoughts -- Sean's thoughts -- Chapter summary -- Chapter 9: Dealing with the off-the-cuff stuff - building skills to handle immediate crisis -- How you turn up to a crisis -- How you deal with the aftermath -- How you prepare for future crisis events -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Chapter 10: Dealing with enough stuff - prioritising things that matter -- The mind is not always stronger than the body -- How much stress is enough stress? -- Ramp up and bounce back.

Celebrate your progress -- You are the company you keep -- Develop the skill of courage -- Do the stuff you are great at and outsource the rest -- Create great habits -- Conclusion -- Darren's insights -- Alison's insights -- Sean's insights -- Chapter summary -- Conclusion -- Mum was right … again -- What sort of boss or colleague are you? -- Practise what you preach -- The confidence economy -- Dealing with the chuff stuff -- Index.