Dealing with Difficult People
2nd Edition
Published on 3. March 2013
Book
Paperback/Softback
168 pages
978-0-7494-6694-7 (ISBN)
Description
Moaners, fault finders, manipulators - these are just a few examples of the difficult people we put up with at work. However by understanding their motives and individual behaviours you can learn to manage aggression, avoid awkward situations and keep your cool. This second edition of the best-selling Dealing with Difficult People includes a brand new chapter on dealing with difficult people in the digital sphere. It provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.
Reviews / Votes
"Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance." * Business Executive * "The essential guide to coping with people problems. Packed with hints, tips and warnings of potential hazards." * OS Magazine *More details
Series
Edition
2nd Revised edition
Language
English
Place of publication
London
United Kingdom
Target group
College/higher education
Professional and scholarly
Edition type
Revised edition
Product notice
Paperback (trade)
Dimensions
Height: 216 mm
Width: 139 mm
Thickness: 11 mm
Weight
232 gr
ISBN-13
978-0-7494-6694-7 (9780749466947)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
New editions
Roy Lilley
Dealing with Difficult People
Book
08/2016
3rd Edition
Kogan Page Ltd
€32.37
Article exhausted; check for reprint
Previous edition
Roy Lilley
Dealing with Difficult People
Book
01/2010
1st Edition
Kogan Page Ltd
€32.37
Article exhausted; check for reprint
Person
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.
Content
Chapter - 01: A short course in human relations;
Chapter - 02: A quick guide to the seven classically difficult types - or how to sound like an expert in the time it takes to drink a cup of coffee;
Chapter - 03: A fast-track guide to conflict and how to handle it;
Chapter - 04: Dealing with bosses who drive you barmy;
Chapter - 05: Colleagues to throttle;
Chapter - 06: Staff to strangle;
Chapter - 07: Massaging the egoist;
Chapter - 08: Handling aggressive people without getting thumped on the nose;
Chapter - 09: Putting a bomb under the lazy ones;
Chapter - 10: Beating the bullies at their own game;
Chapter - 11: Moaners, groaners and critics;
Chapter - 12: Perfectionists can be a pain;
Chapter - 13: Manipulating the manipulators;
Chapter - 14: Shifting the stubborn;
Chapter - 15: Morale, attitude and how was it for you?;
Chapter - 16: Fault-finders and nit-pickers;
Chapter - 17: Gossip: a bush fire you can do without;
Chapter - 18: The customer is always right - really?;
Chapter - 19: Complaints: we love them;
Chapter - 20: e-difficult@yourplace;
Chapter - 21: Social Networking;
Chapter - 22: If things don't change they'll stay the same;
Chapter - 23: Dealing with conflict: 10 steps to cooling it;
Chapter - 24: And, finally, finally...
Chapter - 02: A quick guide to the seven classically difficult types - or how to sound like an expert in the time it takes to drink a cup of coffee;
Chapter - 03: A fast-track guide to conflict and how to handle it;
Chapter - 04: Dealing with bosses who drive you barmy;
Chapter - 05: Colleagues to throttle;
Chapter - 06: Staff to strangle;
Chapter - 07: Massaging the egoist;
Chapter - 08: Handling aggressive people without getting thumped on the nose;
Chapter - 09: Putting a bomb under the lazy ones;
Chapter - 10: Beating the bullies at their own game;
Chapter - 11: Moaners, groaners and critics;
Chapter - 12: Perfectionists can be a pain;
Chapter - 13: Manipulating the manipulators;
Chapter - 14: Shifting the stubborn;
Chapter - 15: Morale, attitude and how was it for you?;
Chapter - 16: Fault-finders and nit-pickers;
Chapter - 17: Gossip: a bush fire you can do without;
Chapter - 18: The customer is always right - really?;
Chapter - 19: Complaints: we love them;
Chapter - 20: e-difficult@yourplace;
Chapter - 21: Social Networking;
Chapter - 22: If things don't change they'll stay the same;
Chapter - 23: Dealing with conflict: 10 steps to cooling it;
Chapter - 24: And, finally, finally...