How to Manage Difficult People: Proven strategies for dealing with challenging behaviour at work - Softcover

Fairweather, Alan

Softcover

ISBN 10: 1845283910 ISBN 13: 9781845283919

Publisher: How To Books, 2010

Synopsis

Dealing with difficult customers, colleagues, uncooperative staff, a manipulative boss - or an irritating neighbour - is a challenge many people face on a day-to-day basis. People in business are now under extreme pressure to make things happen, get more sales and turn a profit. This constant pressure or fear can make people difficult to deal with. This book shows you how to identify and understand awkward and challenging behaviours and how to manage them. It shows you how to: *Defuse and deal with difficult customers, both on the phone and face to face *Manage problems with colleagues in the workplace *Handle difficult day-to-day interactions with any of the people we come into contact with at work *Identify and manage behaviours which can turn a person into a 'problem' *Improve necessary listening and communication skills *Use the 6 step Programs of Behaviour to build better relationships *Increase self-confidence and develop rapport building skills *Use the 6 step Strategies for Success to produce effective outcomes.

About this title

About the Author

Alan Fairweather worked in sales and customer service and did the job of a manager for fifteen successful years. He is very much aware that, in our job and our personal life, we often face apparently rude, impatient and aggressive people. He now spends his time running seminars and workshops, developing skills on how to handle problem people and situations and come out of it with increased confidence and improved results.

Review

'A readable psycho babble-free analysis of how to get the best out of others, and a practical guide to dealing with the hostile language they sometimes use...If you want to get better at turning difficult situations to your advantage, this is the book for you.' morgagestrategy.co.uk. --Morgagestrategy.co.uk

Edition details

• Publisher: How To Books
• Publication date: 2010
• ISBN 10: 1845283910
• ISBN 13: 9781845283919
• Binding: Paperback
• Language: English
• Number of pages: 208