Dealing with Difficult People

Fast, Effective Strategies for Handling Problem People

Roy Lilley

• Éditeur: Kogan Page
• Année: 2022
• ISBN:
  9781398606234
• Édition: 5
• Sujet: Business
• Sous-sujet: Management

Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This 5th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.
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Table des matières

• Dealing with Difficult People
• Creating Success Series
• Dealing with Difficult People
• Contents
• List of Figures
• List of Tables
• ok About the book
• 01 A short course in human relations
• 02 The seven classic difficult types
• 03 Dealing with difficult bosses
• 04 Dealing with difficult colleagues
• 05 Dealing with difficult staff
• 06 Massaging the egoist
• 07 Handling aggressive people
• 08 Dealing with laziness
• 09 Beating the bullies at their own game
• 10 Moaners, groaners and critics
• 11 Perfectionists can be a pain
• 12 Manipulating the manipulators
• 13 Morale, attitude and how was it for you?
• 14 Fault-finders and nit-pickers
• 15 Gossip: a bush fire you can do without
• 16 The customer is always right – really?
• 17 Complaints: we love them
• 18 e-difficult@yourplace
• 19 Social networking
• 20 Online working
• 21 If things don’t change, they’ll stay the same
• 22 A fast-track guide to conflict and how to handle it
• 23 And, finally, finally…
• How to motivate the sales team
• References
• Further reading