Dealing with Difficult People: Fast, Effective Strategies for Handling Problem People

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Kogan Page Publishers, Jun 3, 2019 - Business & Economics - 176 pages

Dealing with Difficult People will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool.

By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. Updated for 2019, this 4th edition of the best-selling Dealing with Difficult People features practical exercises, useful templates, and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

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Contents

01 A short course in human relations
1
02 The seven classic difficult types
7
03 Dealing with difficult bosses
25
04 Dealing with difficult colleagues
31
05 Dealing with difficult staff
37
06 Massaging the egoist
51
07 Handling aggressive people
55
08 Dealing with laziness
59
14 Faultfinders and nitpickers
95
a bush fire you can do without
99
16 The customer is always right really?
107
we love them
117
18 edifficultyourplace
125
19 Social networking
129
20 If things dont change theyll stay the same
143
21 A fasttrack guide to conflict and how to handle it
151

09 Beating the bullies at their own game
65
10 Moaners groaners and critics
71
11 Perfectionists can be a pain
77
12 Manipulating the manipulators
81
13 Morale attitude and how was it for you?
87
22 And finally finally
159
How to motivate the sales team
161
References
163
Further reading
165
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About the author (2019)

Roy Lilley is an established writer, broadcaster and commentator on health and social issues, speaking at conferences and seminars throughout the UK and overseas. He regularly contributes to The Today Programme, Newsnight, the Midnight Hour, BBC News 24, and BBC Radio Five Live. He writes for The Guardian, The Sunday Times, The Telegraph and other national papers and management periodicals.

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