Dealing with Difficult People (Creating Success)

Roy Lilley

Published by Kogan Page, 2013
ISBN 10: 0749466944 / ISBN 13: 9780749466947
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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.

Book Description: 10 steps to cooling conflict in the workplace

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Title: Dealing with Difficult People (Creating ...
Publisher: Kogan Page
Publication Date: 2013
Binding: Paperback
Book Condition: Used: Good

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Book Description Kogan Page/Viva Books Private Limited, 2013. Softcover. Book 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. Bookseller Inventory # 87340

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Book Description Kogan Page/Viva Books Private Limited, 2013. Softcover. Book 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 P. Bookseller Inventory # 87340

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