Dealing with Difficult People
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Dealing with Difficult People

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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.show more

Product details

  • Paperback | 168 pages
  • 138 x 214 x 4mm | 160g
  • Kogan Page Ltd
  • London, United Kingdom
  • English
  • Revised
  • 2nd Revised edition
  • 0749466944
  • 9780749466947
  • 224,054

About Roy Lilley

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.show more

Review quote

"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 Magazineshow more

Table of contents

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...show more

Review Text

"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."show more