Most managers find themselves stressed out and in despair when dealing with difficult people. We're not talking about the vast majority of employees who do what's expected, who contribute skills and personality to make the workplace pleasant for everyone, and who often get little attention or positive feedback.

This report is about the 5% who've got their managers jumping through hoops, while the other 95% of staff who are doing well 95% of the time are watching and learning what works and passes as acceptable, and getting a very clear message that poor behaviour and under-performance can get rewarded.

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