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Dealing with Difficult People: Fast, Effective Strategies for Handling Problem People 4ed

by Roy Lilley Kogan Page
Pub Date:
Pbk 176 pages
AU$23.99 NZ$24.34
Product Status: In Stock Now
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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.


The Creating Success series of books...

Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

    • Chapter - 01: A Short Course in Human Relations;
    • Chapter - 02: The Seven Classic Difficult Types;
    • Chapter - 03: A Fast-track Guide to Conflict and How to Handle It;
    • Chapter - 04: Dealing with Bosses who Drive you Barmy;
    • Chapter - 05: Colleagues to Throttle;
    • Chapter - 06: Staff to Strangle;
    • Chapter - 07: Massaging the Egoist;
    • Chapter - 08: Handling Aggressive People without getting Thumped on the Nose;
    • Chapter - 09: Putting a Bomb under the Lazy Ones;
    • Chapter - 10: Beating the Bullies at their Own Game;
    • Chapter - 11: Moaners, Groaners and Critics;
    • Chapter - 12: Perfectionists can be a Pain;
    • Chapter - 13: Manipulating the Manipulators;
    • Chapter - 14: Shifting the Stubborn;
    • Chapter - 15: Morale, Attitude and How Was it for You?;
    • Chapter - 16: Fault-finders and Nit-pickers;
    • Chapter - 17: Gossip - A Bush Fire You Can Do Without;
    • Chapter - 18: The Customer is Always Right - Really?;
    • Chapter - 19: Complaints - We love Them;
    • Chapter - 20: e-difficult@yourplace;
    • Chapter - 21: Social Networking;
    • Chapter - 22: If Things Don't Change They'll Stay the Same;
    • Chapter - 23: Dealing with Conflict - 10 Steps to Cooling It;
    • Chapter - 24: And, Finally, Finally...

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.