ISBN-10:
0749486414
ISBN-13:
9780749486419
Pub. Date:
Publisher:
Dealing with Difficult People: Fast, Effective Strategies for Handling Problem People

Dealing with Difficult People: Fast, Effective Strategies for Handling Problem People

by Roy Lilley

Paperback(4th ed.)

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Overview

Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool.

By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. Updated for 2019, this 4th edition of the best-selling Dealing with Difficult People features practical exercises, useful templates, and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

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Product Details

ISBN-13: 9780749486419
Publisher: Kogan Page, Ltd.
Publication date: 06/25/2019
Series: Creating Success , #155
Edition description: 4th ed.
Pages: 176
Product dimensions: 5.40(w) x 8.40(h) x 0.60(d)

About the Author

Roy Lilley is an established writer, broadcaster and commentator on health and social issues, speaking at conferences and seminars throughout the UK and overseas. He regularly contributes to The Today Programme, Newsnight, the Midnight Hour, BBC News 24, and BBC Radio Five Live. He writes for The Guardian, The Sunday Times, The Telegraph and other national papers and management periodicals.

Table of Contents

    • Chapter - 01: A short course in human relations;
    • Chapter - 02: The seven classic difficult types;
    • Chapter - 03: Dealing with difficult bosses;
    • Chapter - 04: Dealing with difficult colleagues;
    • Chapter - 05: Dealing with difficult staff;
    • Chapter - 06: Massaging the egoist;
    • Chapter - 07: Handling aggressive people;
    • Chapter - 08: Dealing with laziness;
    • Chapter - 09: Beating the bullies at their own game;
    • Chapter - 10: Moaners, groaners and critics;
    • Chapter - 11: Perfectionists can be a pain;
    • Chapter - 12: Manipulating the manipulators;
    • Chapter - 13: Morale, attitude and how was it for you?;
    • Chapter - 14: Fault-finders and nit-pickers;
    • Chapter - 15: Gossip: a bush fire you can do without;
    • Chapter - 16: The customer is always right – really?;
    • Chapter - 17: Complaints: we love them;
    • Chapter - 18: e-difficult@yourplace;
    • Chapter - 19: Social networking;
    • Chapter - 20: If things don’t change they’ll stay the same;
    • Chapter - 21: A fast-track guide to conflict and how to handle it;
    • Chapter - 22: And, finally, finally…

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