Synopses & Reviews
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.
Review
Praise for the previous edition:“Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance.” --Business Executive
Review
- Step-by-step guide to dealing with difficult people and awkward situations
- Covers types of personalities such as egoists, bullies, lazy coworkers, perfectionists, manipulators, moaners, fault-finders and nit-pickers
Praise for the previous edition:
“Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance.” --Business Executive
Synopsis
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.
Synopsis
Recommended for managers, sales people and everyone who deals with difficult colleagues or the public
About the Author
Roy Lilley is a writer, commentator, and conference speaker on health, change management and social issues. He contributes to The Guardian, The Sunday Times, The Telegraph, BBC News, and BBC Radio.