Dealing with Difficult People, Third Edition
- 1h 54m
- Roy Lilley
- Kogan Page
- 2006
Dealing with Difficult People looks at individual behavior, what drives it and how to cope with it. It explains how to recognize and understand difficult people and their actions as a means to resolve problematic situations and awkward issues.
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.
About the Author
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.
In this Book
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Dealing with Difficult People, Third Edition
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About this Book
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A Short Course in Human Relations
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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
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A Fast-Track Guide To Conflict and How To Handle It
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Dealing with Bosses Who Drive You Barmy
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Colleagues to Throttle
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Staff to Strangle
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Massaging the Egoist
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Handling Aggressive People without Getting Thumped on the Nose
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Putting a Bomb Under the Lazy Ones
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Beating the Bullies at their Own Game
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Moaners, Groaners and Critics
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Perfectionists Can Be a Pain
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Manipulating the Manipulators
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Shifting the Stubborn
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Morale, Attitude and How Was it for You?
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Fault-finders and Nit-pickers
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Gossip: A Bush Fire You Can Do Without
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The Customer is Always Right – Really?
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Complaints: We Love Them
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E-difficult@yourplace
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Meetings, Bloody Meetings!
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If Things Don’t Change They’ll Stay the Same
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Dealing with Conflict: 10 Steps to Cooling It
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And, Finally, Finally…
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References
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Further reading
