Working with Difficult People

Part One: Dealing with Hostile or Angry People

Chapter 1: When Your Boss Is Belligerent Computer Spies Browbeaters Sadists

Chapter 2: When Your Colleagues Are Belligerent Raging Bulls Tacklers Enviers Squelchers Intimidators

Chapter 3: When Your Subordinates Are Belligerent Bushwhackers Hotheads Revengers Quitters

Part Two:Dealing with Pushy or Presumptuous People

Chapter 4: When Your Boss Is Arrogant Usurpers Fame Claimers Blockers Checklist for Offering Unsolicited Ideas and Proposals

Chapter 5: When Your Colleagues Are Arrogant Moochers Battering Rams Zealots Competitors

Chapter 6: When Your Subordinates Are Arrogant Rule Benders Clansmen Commandants

Part Three: Dealing with Deceitful or Underhanded People

Chapter 7: When Your Boss Is Deceptive Hypocrites Welchers Backpedalers Forked Tongues

Chapter 8: When Your Colleagues Are Deceptive Brain-Pickers Backstabbers Underminers

Chapter 9: When Your Subordinates Are Deceptive Saboteurs Foxes Bluffers Instigators

Part Four: Dealing with Shrewd or Manipulative People

Chapter 10: When Your Boss Is Exploitive Whip-Crackers Connivers Camouflagers Flatterers

Chapter 11: When Your Colleagues Are Exploitive Spellbinders Imposers Duck and Divers Operators

Chapter 12: When Your Subordinates Are Exploitive Bootlickers Snitchers Rumor Mongers

Part Five: Dealing with Rude or Abrasive People

Chapter 13: When Your Boss Is Discourteous Clods Ridiculers Condescenders

Chapter 14: When Your Colleagues Are Discourteous Interrupters Left-handed Complimenters Insulters

Chapter 15: When Your Subordinates Are Discourteous Free Spirits Snippy Talkers Defiers Needlers

Part Six: Dealing with Egotistical or Self-Centered People

Chapter 16: When Your Boss Is Self-Seeking Talent Wasters Brush-offs Neglector Show-offs

Chapter 17: When Your Colleagues Are Self-Seeking One-Uppers Know-It-Alls Pulley Operators

Chapter 18: When Your Subordinates Are Self-Seeking Empire Builders Prima Donnas Magnifiers

Part Seven: Dealing with Procrastinating or Vacillating People

Chapter 19: When Your Boss Causes Delays Put-offs Helter-Skelters Overcommitters Chameleons

Chapter 20: When Your Colleagues Cause Delays Socializers Perfectionists Dawdlers

Chapter 21: When Your Subordinates Cause Delays Checklist for Dealing with Procrastinators Clockwatchers Duds Rebels

Part 8: Dealing with Rigid or Obstinate People

Chapter 22: When Your Boss Is Unbending Comma Counters Inflexibles Pigheads

Chapter 23: When Your Colleagues Are Unbending Killjoys Chapter and Versers Stiff-necks

Chapter 24: When Your Subordinates Are Unbending Silent Screwups Stubborn Mules Clingers

Part Nine: Dealing with Tight-Lipped or Taciturn People

Chapter 25: When Your Boss Is Uncommunicative Icebergs Clams Evaders

Chapter 26: When Your Colleagues Are Uncommunicative Skeptics Withholders Glarer-Starers

Chapter 27: When Your Subordinates Are Uncommunicative Grinners Worrywarts Tongue-tieds

Part Ten: Dealing with Complaining or Critical People

Chapter 28: When Your Boss Is a Fault-finder Nitpickers Checklist to Improve Your Listening Skills and Responses Guilt Ladlers Hanging Judges Meat Grinders

Chapter 29: When Your Colleagues Are Fault-Finders Squawkers Supersensitives Checklist for Dealing with Supersensitives Wisecrackers Wet Blankets

Chapter 30: When Your Subordinates Are Fault-Finders Blame Shifters Whiners Self-Beraters Martyrs

Summing It Up 26 Tactful Phrases to Help You Confront Difficult People 10 Important Guidelines to Remember

Index