Manager's tough questions answer book Book

	Introduction: What This Book Will Do for You
	How to Use This Book
1	Key Steps in Mastering Tough, Trick, or Hostile Questions	3
2	Bridging Formulas That Really Work	19
3	Exploiting Weaknesses in Tough Questions	33
4	Don't Throw Fuel on the Fire: Keeping Incendiary Words Out of Your Responses	45
5	Defending Company Policies Even When You Disagree with Them	53
6	Establishing Your Authority with Former Co-Workers	63
7	Deflecting Sniper Attacks to Protect Your Back	73
8	Collaring Staff Who Go Over Your Head	83
9	Defending Your Decision to Promote Younger Workers	95
10	Handling Diversity Questions Effectively	103
11	Good Reasons Why You Didn't Do More	115
12	Staying Safe While Responding to an Overly Demanding Boss	123
13	Answering Up When Your Boss Forgets His Own Orders	131
14	Defending Yourself During an Unfair Job Evaluation	139
15	Disciplining a Disgruntled Employee Who Doesn't Measure Up	153
16	Facing Difficult Pleas When Firing New Employees	165
17	Survival Responses Amid Nepotism, Cronyism, and Favoritism	175
18	Holding Firm While Insisting on Alcohol/Drug-Abuse Help	183
19	Successfully Rebutting Dress-Code Queries	201
20	Handling Customers Who Grill You about Employees' Mistakes	209
21	Serving Well Even When Accused of Being "The Big Bad Bureaucrat"	217
22	Dodging Stings and Barbs When You Must Change Your Mind	229
23	Defending Change and the Chaos It Creates	237
24	Rebutting Tough Questions to Keep Control of Unruly Meetings	255
25	Turning Around Taunts about Total Quality Improvement	267
26	Reducing the Agony from Painful Layoff Questions	281
27	Forthright Replies to Calm Distrust after Layoffs	291
28	Avoiding the Damage of the Blame Game	299
29	Shielding Yourself from Questions on Guilt and Lies	305
30	Effective Responses When You're Accused of Hurting People	311
31	Prevailing When You Bug People for Tardy Work	321
32	Keeping the Lid on Despite Lurid Questions	329
33	Why in My Back Yard? Great Responses to Nimbyism	339