Dealing with Difficult PeopleDealing with difficult people can make life impossible. The workplace is inhabited by a wide variety of people and it can sometimes be difficult to get on with them as well as get on with your work. However by understanding difficult people and the things they do, the problematic situations and awkward issues can be resolved. Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. Roy Lilley covers every angle including: recognizing the seven types of difficult person, what conflict is and how to handle it, handling aggressive people, motivating lazy colleagues, dealing with difficult customers and handling complaints. A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public. |
Contents
1 A short course in human relations | 1 |
2 A quick guide to the seven classically difficult types | 6 |
3 A fasttrack guide to conflict and how to handle it | 24 |
4 Dealing with bosses who drive you barmy | 26 |
5 Colleagues to throttle | 31 |
6 Staff to strangle | 37 |
7 Massaging the egoist | 49 |
8 Handling aggressive people without getting thumped on the nose | 53 |
15 Morale attitude and how was it for you? | 83 |
16 Faultfinders and nitpickers | 88 |
a bush fire you can do without | 91 |
18 The customer is always right really? | 96 |
we love them | 106 |
20 edifficultyourplace | 113 |
21 Meetings bloody meetings | 116 |
22 If things dont change theyll stay the same | 137 |
9 Putting a bomb under the lazy ones | 57 |
10 Beating the bullies at their own game | 62 |
11 Moaners groaners and critics | 67 |
12 Perfectionists can be a pain | 71 |
13 Manipulating the manipulators | 75 |
14 Shifting the stubborn | 81 |
10 steps to cooling it | 143 |
24 And finally finally | 147 |
References | 149 |
Further reading | 150 |
Common terms and phrases
agenda aggressive Agree a course anoraks answer avoid become behaviour better body language boss Bramson bullies call centre calm colleagues complain conflict conversation criticism deadline dealing with difficult decibel deliver e-mail easy egoist egomaniac employee Employment Law everything expect facts fault-finder feel foul-up Genghis Khan getting give golden rule gossip guru happen Here’s idea important words indecisive issue judo keep know-all listen look manipulation meeting member of staff moan moaners money back motivation move negativist never nit-picker notes organisation perfectionist performance person problem question reason recognise rude pig rule scream screamer Sherman tank sickness situation sniper someone sorry sort Speedy Gonzales step stick sure talk tell There's things trick understand What’s workplace wrong you’re you’ve