Responding to Other People’s Behaviour

This chapter provides advice on understanding and responding to other people’s behaviour. This is important in organisations which do not have enterprise-wide improvement or change systems in place, and in office environments where much of the work is knowledge based and on invisible goods and services. The chapter discusses different types of conflicts, group dynamics, the hierarchy of needs, and the two-factor theory of dissatisfaction and motivation. The chapter gives advice on using interest-based negotiation and practicing your responses in order to support having purposeful conversations.