Dealing with Difficult People by Roy Lilley

By: Lilley, RoyMaterial type: TextTextSeries: The Sunday Times: Creating Success SeriesPublication details: New Delhi Kogan Page India Pvt. Ltd. 2010Edition: Revised 1st edDescription: 148pISBN: 9780749456603Subject(s): Interpersonal Relations | Interpersonal Conflict | Problem Employees | Psychology - IndustrialDDC classification: 658.3145
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A short course in human relations: difficult, who me? 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: recognise anyone?; First the diagnosis A fast-track guide to conflict and how to handle it: what conflict is dealing with bosses who drive you barmy Mr. angry ; never let them see you sweat colleagues to throttle competition crazy; rivals, antagonists and getting personal; it's always the quiet ones Staff to strangle: independent or stubborn?; when the big hand gets to: good bosses don't pry- but they should try; waving or drowning; finding out how good a boss you've been; seriously difficult members of staff massaging the egoist: if the difficulty is an egomaniac boss; if the difficulty is an egoist working for you; the egomaniac colleague; knocking the know-all handling aggressive people without getting thumped on the nose: if an aggressive manager is trying to dump on your ideas; if you're stuck with a project that will never fly; if you're being stabbed in the back putting a bomb under the lazy ones: clock-watchers, rule-bookers and not invented here; if you are held back by a idle colleague; a boss who loiters; how you eat an elephant; the criminally lazy beating the bullies at their own game: the decibel dictator; when you can't do anything right; when all else fails; the firework colleague moaners, groaners and critics: cold water torture; try building alliances, coalitions and connections; words you don't want to hear; when critics turn the gun on themselves perfectionists can be a pain: what turns on a perfectionist; rules is rules; the perfectionist boss manipulating the manipulators: if you're being lined up to take the blame; let's do a deal; if you're easily flattered; if you're flattered by your staff shifting the stubborn: when the customer knows best Morale, attitude and how was it for you? if you're sick of the sick; everyone having a sickie; cliques, circles and witches' covens fault-finders and nit-pickers: if you have a nit-picker for a boss; nit-picking colleagues gossip: a bush fire you can do without: the answer to gossip problems; prevention is better than cure The customer is always right - really? Dealing with difficult customers; you want it when?; avoiding trouble; the really, really, really, really difficult customer; remind them how good you are; the screamer; screaming about service; if a member of your staff blows a gasket; when the screamer is the boss; what's winding them up; dealing with very rude people without being very rude; disguised rudeness complaints: we love them: six steps to success e-difficult@yourplace Meetings, bloody meetings! Get thought and get into technology; to meet or not to meet; meetings-r-us; the five golden rules that make meetings productive if things don't change they'll stay the same: there are four Cs in change; dealing with difficult people through a period of change dealing with conflict: 10 steps to cooling it And, finally, finally

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