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Full Description
Some people make work harder than it needs to be - but you don't have to let them. Learn how to handle anyone with calm, confidence and control.
From pushy bosses to negative colleagues and demanding customers, difficult behaviour can throw you off balance. But when you know what drives people to act the way they do, you can turn conflict into cooperation.
Dealing with Difficult People shows you how to manage bullies, manipulators and complainers with practical techniques and real-life examples. Updated for today's workplaces, this sixth edition by Roy Lilley helps you defuse tension, stay professional and get the best out of even the toughest personalities.
Contents
Chapter - 01: A short course in human relations;
Chapter - 02: The seven classic difficult types;
Chapter - 03: Dealing with difficult bosses;
Chapter - 04: Dealing with difficult colleagues;
Chapter - 05: Dealing with difficult staff;
Chapter - 06: Massaging the egotists;
Chapter - 07: Handling aggressive people;
Chapter - 08: Deaing with laziness;
Chapter - 09: Beating the bullies at their own game;
Chapter - 10: Moaners, groaners and critics;
Chapter - 11: Perfectionists can be a pain;
Chapter - 12: Manipulating the manipulators;
Chapter - 13: Morale, attitude and how was it for you;
Chapter - 14: Fault-finders and nit-pickers;
Chapter - 15: Gossip - A bush fire you can do without;
Chapter - 16: The customer is always right - really?;
Chapter - 17: Complaints: we love them;
Chapter - 18: e-difficut@yourplace;
Chapter - 19: Social networking;
Chapter - 20: If things don't change they'll stay the same;
Chapter - 21: A fast-track guide to conflict and how to handle it;
Chapter - 22: And, finally, finally...
