■ Big Idea
Because every office has that one difficult person to work with, who affects overall productivity due to a terrible attitude, chronic tardiness, or simply drives everyone else up the wall. Here is the answer to common problems in conflict management. Dealing with negative behavior whether at work or at home can be solved with three steps:

* Get to the heart of the matter.
* Determine what problem-solving methods to avoid so you don’t perpetuate the conflict.
* Choose a different, surprising approach to solve the problem and keep it solved.

Finally, here is your key to sanity in the workplace, drawn from forty years of research and professional experience in consulting on the prevention and management of nonproductive behavior.