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Individual and organisational performance depends on smooth relationships with internal and external customers, and the ability of individuals and teams to cope with the difficult and stressful situations. At the same time, the drive for efficiency and profit makes this more difficult. <b><i>Handling Difficult People and Difficult Situations</i></b> contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, and interpersonal skills.
The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and situations. This includes coping strategies for dealing with difficulties arising from appraisals, discipline and grievance procedures, change, staff cuts, and poor performance.
<b>About the Series</b>:
The HR Toolkits provide complete sets of customisable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.
Series
Language
Place of publication
Target group
Professional and scholarly
Dimensions
Height: 310 mm
Width: 271 mm
Thickness: 62 mm
Weight
ISBN-13
978-1-84398-175-6 (9781843981756)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
<b>Greg Whitear</b> is a business and management development consultant based in the UK. He specialises in organisational learning, psychometric assessment, coaching, counselling, and the design and delivery of learning programmes that promote change.
<b>Geoff Ribbens</b> is a management consultant and trainer based in the UK. He specialises in mentoring senior managers and directors. After 21 years in the university sector Geoff set up his own consultancy and has worked in the public sector, charities, defence industry, finance sector and the pharmaceutical industry.
<ul style='padding-top:0;padding-left:0;list-style:none;'><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 00: Introduction;</li></ul></li><li>Section - ONE: Understanding Yourself;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 01: Assessing Personal Style;</li><li>Chapter - 02: Understanding Needs at Work;</li><li>Chapter - 03: Ascertaining Personal Values;</li><li>Chapter - 04: Identifying Difficult People and Difficult Situations;</li></ul></li><li>Section - TWO: Understanding Others;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 05: Evaluating Approaches to Work;</li><li>Chapter - 06: Working with Conflict;</li><li>Chapter - 07: Succeeding with Orientation and Attitudes;</li></ul></li><li>Section - THREE: Managing Pressure and Stress;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 08: Assessing Levels of Pressure and Stress;</li><li>Chapter - 09: Recognising the Effects of Pressure and Stress;</li><li>Chapter - 10: How Personality Influences Pressure and Stress;</li><li>Chapter - 11: Approaches for Dealing with Pressure and Stress;</li></ul></li><li>Section - FOUR: Communication;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 12: Barriers to Communication 1;</li><li>Chapter - 13: Barriers to Communication 2;</li><li>Chapter - 14: Body Language;</li><li>Chapter - 15: Giving Feedback;</li></ul></li><li>Section - FIVE: Assertive Skills and Techniques;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 16: Assertiveness and Assertive Rights;</li><li>Chapter - 17: Three Essential Skills of Being Assertive;</li><li>Chapter - 18: Assertive Techniques;</li></ul></li><li>Section - SIX: Approaches and Case Studies;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 19: Approaches for Working with Difficult People;</li><li>Chapter - 20: Difficult Situations: Case Studies and Applications;</li></ul></li><li>Section - SEVEN: Maintaining the Success Habit;</li><li><ul style='padding-top:0;list-style:none;'><li>Chapter - 21: Perceptual Positions;</li><li>Chapter - 22: Mental Presuppositions;</li><li>Chapter - 23: Programming Assertiveness</li></ul></li></ul>
