Dealing with Difficult People

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Kogan Page Publishers, 2002 - Business & Economics - 150 pages
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Praise and Reviews

"It is the essential guide to coping with people problems. Packed with hints, tips and warning of potential hazards."

OS Magazine

`Packed with tips, hints and warning of potential hazards, Dealing with Difficult People is suitable for managers and professionals or indeed anyone who has to deal with difficult people in general`

CAMBRIDGE EVENING NEWS, December 2001

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, problematic situations and awkward issues can be resolved.

Dealing with Difficult People will help you do just that, it looks at individual behaviour, what drives it and how to cope with it. Written in a practical and accessible style, it is the essential guide to coping with people problems. Roy Lilley covers every angle including:

recognising the seven difficult types of people;

what conflict is and how to handle it;

handling aggressive people;

motivating lazy colleagues;

dealing with difficult customers;

handling complaints.

Packed with tips, hints and warnings of potential hazards, this book is suitable for managers or anyone who has deal with difficult colleagues or the public. It will help you to enjoy difficult people, unlock them, influence them and improve their performance.

 

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Contents

a short course in human relations
1
difficult who me?
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
6
first the diagnosis
15
a fasttrack guide to conflict and how to handle it what conflict is
23
dealing with bosses who drive you barmy
25
Mr angry
26
never let them see you sweat
27
manipulating the manipulators
76
if youre being lined up to take the blame
77
lets do a deal
79
if youre easily flattered
80
if youre flattered by your staff
81
shifting the stubborn
82
when the customer knows best
83
morale attitude and how was it for you?
84

colleagues to throttle
31
competition crazy
33
rivals antagonists and getting personal
34
its always the quiet ones
35
staff to strangle
37
independent or stubborn?
41
when the big hand gets to 12
42
good bosses dont pry but they should try
44
finding out how good a boss youve been
48
massaging the egoist
50
if the difficulty is an egoist working for you
51
the egomaniac colleague
52
handling aggressive people without getting thumped on the nose
54
if an aggressive manager is trying to dump on your ideas
55
if youre landed with a project that will never fly
56
putting a bomb under the lazy ones
58
clockwatchers rulebookers and not invented here
59
if you are held back by an idle colleague
60
how you eat an elephant
61
the criminally lazy
62
beating the bullies at their own game
63
the decibel dictator
64
when all else fails
65
the firework colleague
66
moaners groaners and critics
68
cold water torture
69
try building alliances coalitions and connections
70
perfectionists can be a pain
72
what turns on a perfectionist
73
rules are rules
74
the perfectionist boss
75
if youre sick of the sick
86
everyone having a sickle
87
cliques circles and witches covens
88
faultfinders and nitpickers
89
if you have a nitpicker for a boss
90
gossip a bush fire you can do without
92
the answer to gossip problems
94
prevention is better than cure
95
the customer is always right really?
97
dealing with difficult customers
98
you want it when?
99
the really really really really difficult customer
100
the screamer
101
screaming about service
104
when the screamer is the boss
105
dealing with very rude people without being very rude
106
disguised rudeness
107
complaints we love them six steps to success
108
edifficultyourplace
114
meetings bloody meetings
117
technology
120
to meet or not to meet
121
meetingsrus
125
the five golden rules that make meetings productive
136
if things dont change theyll stay the same there are four Cs in change
138
dealing with difficult people through a period of change
140
dealing with conflict 10 steps to cooling it
144
and finally finally
149
references
151
further reading
152
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About the author (2002)

Roy Lilley

Roy Lilley is a well-known journalist who writes a regular column in Healthcare Today. He is Chairman of the Homewood NHS Trust, and along with Chief Executive (Eve Richardson), they merged the Trust with their neighbouring Community Trust, Weybourne, to create Bournewood NHS Trust.

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