Dealing with Difficult People (Creating Success)

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9780749466947: Dealing with Difficult People (Creating Success)
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Workplaces are filled with all types of people, and some of them can be very difficult to get along with.  By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations created by difficult people.

Dealing with Difficult People
looks at difficult behavior – what drives it and how to cope with it.  Issues Roy Lilley discusses include: recognizing the different types of difficult person, handling aggressive people, handling conflict, motivating lazy colleagues, dealing with difficult customers, and handling complaints.  He has also included new advice on conflict, cyberbullying and setting guidelines for social media use at work, as well as examples of dialogue in dealing with difficult customers.

Practical and accessible, this book is recommended for managers looking to improve performance, sales people looking to win more business, or anyone who has to deal with difficult colleagues or the public.

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Book Description:

10 steps to cooling conflict in the workplace

About the Author:


Roy Lilley
is a writer, commentator, and conference speaker on health, change management and social issues.  He contributes to The Guardian, The Sunday Times, The Telegraph, BBC News, and BBC Radio.

"About this title" may belong to another edition of this title.

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Roy Lilley
Published by Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
New Softcover Quantity Available: > 20
Seller:
BookVistas
(New Delhi, India)

Book Description Kogan Page/Viva Books Private Limited, 2013. Softcover. Condition: New. 2nd edition. 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: what conflict is and how to handle it coping with aggressive people motivating lazy colleagues dealing with difficult customers handling complaints beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations Difficult, who me? Chapter 2: 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 Recognize anyone? First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it What conflict is Chapter 4: Dealing with bosses who drive you barmy Mr Angry Never let them see you sweat Chapter 5: Colleagues to throttle Competition crazy Rivals, antagonists and getting personal It s always the quiet ones Chapter 6: Staff to strangle Independent or stubborn? When the big hand gets to 12 Good bosses don t pry - but they should try Waving or drowning Finding out how good a boss you ve been Seriously difficult members of staff Chapter 7: Massaging the egoist If the difficulty is an egomaniac boss If the difficulty is an egoist working for you The egomaniac colleague Knocking the know-all Chapter 8: Handling aggressive people without getting thumped on the nose If an aggressive manager is trying to dump on your ideas If you re landed with a project that will never fly If you re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones Clock-watchers, rule-bookers and not invented here If you are held back by an idle colleague A boss who loiters How you eat an elephant The criminally lazy Chapter 10: Beating the bullies at their own game The decibel dictator When you can t do anything right When all else fails The firework colleague Chapter 11: Moaners, groaners and critics Cold water torture Try building alliances, coalitions and connections Words you don t want to hear When critics turn the gun on themselves Chapter 12: Perfectionists can be a pain What turns on a perfectionist Rules are rules The perfectionist boss Chapter 13: Manipulating the manipulators If you re being lined up to take the blame Let s do a deal If you re easily flattered If you re flattered by your staff Chapter 14: Shifting the stubborn When the customer knows best Chapter 15: Morale, attitude and how was it for you? If you re sick of the sick Everyone having a sickie Cliques, circles and witches covens Chapter 16: Fault-finders and nit-pickers If you have a nit-picker for a boss Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without The answer to gossip problems Prevention is better than cure Chapter 18: The customer is always right - really? Dealing with difficult customers You want it when? Avoiding trouble The really, really, really, really difficult customer Remind them how good you are The screamer Screaming about service If a member of your staff blows a gasket When the screamer is the boss What s winding them up Dealing with very rude people without being very rude Disguised rudeness Chapter 19: Complaints: we love them Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking A word to the wise Cyberbullying - what is it Printed Pages: 168. Seller Inventory # 87340

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2.

Roy Lilley
Published by Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
New Softcover Quantity Available: > 20
Seller:
Vikram Jain Books
(New Delhi, India)

Book Description Kogan Page/Viva Books Private Limited, 2013. Softcover. Condition: New. 2nd edition. 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: what conflict is and how to handle it coping with aggressive people motivating lazy colleagues dealing with difficult customers handling complaints beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations Difficult, who me? Chapter 2: 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 Recognize anyone? First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it What conflict is Chapter 4: Dealing with bosses who drive you barmy Mr Angry Never let them see you sweat Chapter 5: Colleagues to throttle Competition crazy Rivals, antagonists and getting personal It s always the quiet ones Chapter 6: Staff to strangle Independent or stubborn? When the big hand gets to 12 Good bosses don t pry - but they should try Waving or drowning Finding out how good a boss you ve been Seriously difficult members of staff Chapter 7: Massaging the egoist If the difficulty is an egomaniac boss If the difficulty is an egoist working for you The egomaniac colleague Knocking the know-all Chapter 8: Handling aggressive people without getting thumped on the nose If an aggressive manager is trying to dump on your ideas If you re landed with a project that will never fly If you re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones Clock-watchers, rule-bookers and not invented here If you are held back by an idle colleague A boss who loiters How you eat an elephant The criminally lazy Chapter 10: Beating the bullies at their own game The decibel dictator When you can t do anything right When all else fails The firework colleague Chapter 11: Moaners, groaners and critics Cold water torture Try building alliances, coalitions and connections Words you don t want to hear When critics turn the gun on themselves Chapter 12: Perfectionists can be a pain What turns on a perfectionist Rules are rules The perfectionist boss Chapter 13: Manipulating the manipulators If you re being lined up to take the blame Let s do a deal If you re easily flattered If you re flattered by your staff Chapter 14: Shifting the stubborn When the customer knows best Chapter 15: Morale, attitude and how was it for you? If you re sick of the sick Everyone having a sickie Cliques, circles and witches covens Chapter 16: Fault-finders and nit-pickers If you have a nit-picker for a boss Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without The answer to gossip problems Prevention is better than cure Chapter 18: The customer is always right - really? Dealing with difficult customers You want it when? Avoiding trouble The really, really, really, really difficult customer Remind them how good you are The screamer Screaming about service If a member of your staff blows a gasket When the screamer is the boss What s winding them up Dealing with very rude people without being very rude Disguised rudeness Chapter 19: Complaints: we love them Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking A word to the wise Cyberbullying - what is it Printed Pages: 168. Seller Inventory # 87340BV

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