SOUNDVIEW BUSINESS BOOK OF THE YEAR Control freaks. Narcissists. Slackers. Cynics.  Difficult people are the worst part of a manager's job. This book turns this seemingly difficult chore into a straight-forward process that gently, yet effectively, improves behaviors. It all begins with understanding a core truth: most people actually want to contribute results, not cause headaches. When the manager resets to that fundamental principle, the potential for change can reveal itself in even the most hopeless situations. Whether it comes from direct reports or people above, outbursts, irrational demands, griping, and other disruptions need to be dealt with - and it's your responsibility to do it.  The second edition of this classic book for leaders has been fully revised and updated. Since its original publication, there have been dramatic changes with the move to the virtual workplace, the increase of toxic polarization and “unleadable” employees, AI impacts, and Covid-19 moving