How to Manage Difficult People: Proven Strategies for Dealing with Challenging Behaviour at Work

How to Manage Difficult People: Proven Strategies for Dealing with Challenging Behaviour at Work

by Alan Fairweather

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How to Manage Difficult People: Proven Strategies for Dealing with Challenging Behaviour at Work by Alan Fairweather

Dealing with difficult people - from awkward customers at work to irritating neighbours at home - is a challenge many people face on a day-to-day basis. This book will show you how to:

- Defuse and deal with difficult customers, both on the phone and face to face;
- Manage problems with colleagues in the workplace, including a manipulative boss;
- Handle difficult day-to-day interactions with any people we come into contact anywhere;
- Identify and manage behaviours which can turn a person into a 'problem?;Improve necessary listening and communication skills;
- Increase self confidence and develop rapport building skills.

This book contains some proven techniques for managing yourself as well as managing difficult people. If you gain a better understanding of yourself, build your confidence and use these techniques, then you'll make your life a whole lot easier.

Product Details

ISBN-13: 9781848034389
Publisher: Little, Brown Book Group
Publication date: 07/01/2011
Sold by: Hachette Digital, Inc.
Format: NOOK Book
Pages: 300
File size: 263 KB

About the Author

Alan Fairweather, The Motivation Doctor, spent a total of 23 years in sales, customer service and management. He worked in six different sales organisations as a Sales Engineer, Training Manager and Sales Manager. For the past eighteen years he has been running his own business as an international speaker in Asia, Europe, the US and the UK. Alan is also the author of How to Manage Difficult People and How to Be a Motivational Manager.

Table of Contents

Preface ix

1 There's No Such Thing as Difficult People 1

It's What Your Say 1

There Is a Solution 8

Identifying Difficult People 14

Do We All Have the Same Difficult People? 19

Why Are People Difficult? 20

Changing You or Changing Them? 24

2 If You Don't Like the Programme - Change It! 26

First Impressions Count 26

Changing Your Behaviour 28

Using the Six Programmes of Behaviour 32

Inviting Programmes 37

Making the Right Choice 44

Self-fulfilling Prophecy 45

Deciding Your Default Programme 46

3 Build a Better Frame of Mind 49

Using the Five Factors of Success 49

1 Mind Control 50

2 Belief 57

3 Energy 62

4 Rapport 66

5 Courage 71

4 Prevention Is Better than Cure 75

Communicate on a Human/Business Level 76

Building Your Likeability Factor 81

Don't Get Hooked 84

Some Words Are Better than Others 86

Don't Let Pet Peeves Hook You 93

The Way You See It May Not Be the Way It Is 95

5 Choose to be Assertive 99

Is Assertiveness Good or Bad 99

Excercising Your Rights 102

Being Responsible 104

You Choose 106

Assertiveness Techniques 109

Think Assertively 115

6 The Power of Persuasion 118

Developing Your Skills 118

It's About Change 124

Using Logic and Emotion 127

Selling Yourself 133

Planning Your Strategy 145

The Initial Approach 147


Dealing with Resistance 151

Principles of a Powerful Persuader 160

7 Strategies for Success 162

What Customers Really Want 162

Deal with Their Feelings - Deal with Their Problem 167

Reflective Listening 169

Using Empathy 171

Transition Steps 174

Visible-Voluable Concern 176

Managing Difficult Staff 178

Successful Leading and Coaching 180

The Good News 182

The Not So Good News 183

How to Coach 186

Using Your Customer Service Skills 188

Look for the Positive 188

The Truth about Staff Who Can't Perform 191

Summing Up 193

Index 195

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