Dealing With Difficult People

Dealing With Difficult People

eBook - 2013
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Kogan Page
Dealing with Difficult People, 2nd edition will help you navigate the bullies, nit-pickers 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.
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. This second edition of the best-selling Dealing with Difficult People includes a brand new chapter on dealing with difficult people in the digital sphere. It provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

Book News
Lilley, a writer, broadcaster, and commentator on health and social issues, offers a guide to dealing with difficult people in the workplace. He describes seven difficult types; a brief guide to conflict and how to handle it; and dealing with bosses, colleagues, staff, egoists, aggressive or lazy people, bullies, perfectionists, manipulators, stubborn people, those with poor morale, fault-finders and nit-pickers, gossipers, customers, complaints, office jokers, and moaners, groaners, and critics. This edition has a new chapter on dealing with difficult people on social networks. No index is provided. Annotation ©2013 Book News, Inc., Portland, OR (

Ingram Publishing Services

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.

Publisher: Philadelphia, PA : Kogan Page Ltd., 2013
ISBN: 9780749466954
Characteristics: 1 online resource


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