Great and straightforward article. Thanks a lot Jessica. I'd like to add one more point.
Over the years, I have experienced that it not only takes the right communication styles to deal with B.S Artists but it helps a lot to cultivate a basic attitude regarding these conflicts. I call it "a Possibly False Positive Assumption (PFPA)". When you approach every person in a way that you assume that they are benevolent and inclined to deliver what they are supposed to (Positive Attitude) you can keep adequat politeness even when things go wrong. Everybody can make a mistake. At least once. But not more often than twice the same mistake.
If you start with a Possibly False Positive Assumption people that disregard you will literally prove to be malign. Than you can use the given evidence that your Posive Assuption was False as a strong and straighforward argument. Maybe Bill has missed the deadline for a presentation. Not once but twice. The first time he apologized and said that it was due to an urgent customer request that had to be answered. It is difficult to say anything against it, isn't it? Therefore you reacted with a PFPA: "As far as I understood, this case is solved and now you have time to finish the presentation by Friday, right?". Bill agreed.
Now that he has missed the deadline for the second time or the quality of the presentation lags far behind, his own words strengthen your position. His agreement to the new deadline plus the service not provided form evidence for an uncooperative behavior. Now you can get straight to the point and just stick to the facts, just the way you described it in your article: "Bill, you told me that you would finish with this presentation on time and you didn't mention anything that would prevent you from it. Now, there is no presentation. That is unacceptable".
Important notice: Refuse any argumentation or distraction and in most cases threats don't need to and shouldn't follow. They should be kept for a potential next step of escalation, hoping it will not be necessary.
