Dealing With Difficult People

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9780749466947: Dealing With Difficult People

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.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Recensione:

"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)

"The essential guide to coping with people problems. Packed with hints, tips and warnings of potential hazards." ( OS Magazine)

Descrizione del libro:

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.

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

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1.

Roy Lilley
Editore: KOGAN PAGE INDIA PRIVATE LIMITED (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Quantità: 20
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BookVistas
(New Delhi, DELHI, India)
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Descrizione libro KOGAN PAGE INDIA PRIVATE LIMITED, 2013. Condizione libro: New. Codice libro della libreria VIVA-9780749466947

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2.

Roy Lilley
Editore: KOGAN PAGE INDIA PRIVATE LIMITED (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Quantità: 20
Da
A - Z Books
(New Delhi, DELHI, India)
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Descrizione libro KOGAN PAGE INDIA PRIVATE LIMITED, 2013. Condizione libro: New. Codice libro della libreria VIVA-9780749466947

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3.

Roy Lilley
Editore: Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Softcover Quantità: > 20
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BookVistas
(New Delhi, DELHI, India)
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Descrizione libro Kogan Page/Viva Books Private Limited, 2013. Softcover. Condizione libro: New. 2nd edition. Description: 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: ? what conflict is and how to handle it ? coping with aggressive people ? motivating lazy colleagues ? dealing with difficult customers ? handling complaints ? beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations ? Difficult, who me? Chapter 2: 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 ? Recognize anyone? ? First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it ? What conflict is Chapter 4: Dealing with bosses who drive you barmy ? Mr Angry ? Never let them see you sweat Chapter 5: Colleagues to throttle ? Competition crazy ? Rivals, antagonists and getting personal ? It?s always the quiet ones Chapter 6: Staff to strangle ? Independent or stubborn? ? When the big hand gets to 12 ? 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 Chapter 7: 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 Chapter 8: Handling aggressive people without getting thumped on the nose ? If an aggressive manager is trying to dump on your ideas ? If you?re landed with a project that will never fly ? If you?re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones ? Clock-watchers, rule-bookers and not invented here ? If you are held back by an idle colleague ? A boss who loiters ? How you eat an elephant ? The criminally lazy Chapter 10: Beating the bullies at their own game ? The decibel dictator ? When you can?t do anything right ? When all else fails ? The firework colleague Chapter 11: 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 Chapter 12: Perfectionists can be a pain ? What turns on a perfectionist ? Rules are rules ? The perfectionist boss Chapter 13: 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 Chapter 14: Shifting the stubborn ? When the customer knows best Chapter 15: Morale, attitude and how was it for you? ? If you?re sick of the sick ? Everyone having a sickie ? Cliques, circles and witches? covens Chapter 16: Fault-finders and nit-pickers ? If you have a nit-picker for a boss ? Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without ? The answer to gossip problems ? Prevention is better than cure Chapter 18: 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 Chapter 19: Complaints: we love them ? Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking ? A word to the wise ? Cyberbullying - what is it Printed Pages: 168. Codice libro della libreria 87340

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4.

Roy Lilley
Editore: Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Softcover Quantità: > 20
Da
A - Z Books
(New Delhi, DELHI, India)
Valutazione libreria
[?]

Descrizione libro Kogan Page/Viva Books Private Limited, 2013. Softcover. Condizione libro: New. 2nd edition. Description: 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: • what conflict is and how to handle it • coping with aggressive people • motivating lazy colleagues • dealing with difficult customers • handling complaints • beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations • Difficult, who me? Chapter 2: 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 • Recognize anyone? • First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it • What conflict is Chapter 4: Dealing with bosses who drive you barmy • Mr Angry • Never let them see you sweat Chapter 5: Colleagues to throttle • Competition crazy • Rivals, antagonists and getting personal • It’s always the quiet ones Chapter 6: Staff to strangle • Independent or stubborn? • When the big hand gets to 12 • 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 Chapter 7: 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 Chapter 8: Handling aggressive people without getting thumped on the nose • If an aggressive manager is trying to dump on your ideas • If you’re landed with a project that will never fly • If you’re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones • Clock-watchers, rule-bookers and not invented here • If you are held back by an idle colleague • A boss who loiters • How you eat an elephant • The criminally lazy Chapter 10: Beating the bullies at their own game • The decibel dictator • When you can’t do anything right • When all else fails • The firework colleague Chapter 11: 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 Chapter 12: Perfectionists can be a pain • What turns on a perfectionist • Rules are rules • The perfectionist boss Chapter 13: 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 Chapter 14: Shifting the stubborn • When the customer knows best Chapter 15: Morale, attitude and how was it for you? • If you’re sick of the sick • Everyone having a sickie • Cliques, circles and witches’ covens Chapter 16: Fault-finders and nit-pickers • If you have a nit-picker for a boss • Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without • The answer to gossip problems • Prevention is better than cure Chapter 18: 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 Chapter 19: Complaints: we love them • Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking • A word to the wise • Cyberbullying - what is it P. Codice libro della libreria 87340

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5.

Roy Lilley
Editore: Kogan Page Ltd, United Kingdom (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
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Descrizione libro Kogan Page Ltd, United Kingdom, 2013. Paperback. Condizione libro: New. 2nd Revised edition. 214 x 138 mm. Language: English . Brand New Book ***** Print on Demand *****. 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. Codice libro della libreria APC9780749466947

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6.

Roy Lilley
Editore: Kogan Page Ltd, United Kingdom (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Paperback Quantità: 10
Print on Demand
Da
The Book Depository
(London, Regno Unito)
Valutazione libreria
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Descrizione libro Kogan Page Ltd, United Kingdom, 2013. Paperback. Condizione libro: New. 2nd Revised edition. 214 x 138 mm. Language: English . Brand New Book ***** Print on Demand *****.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. Codice libro della libreria APC9780749466947

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Roy Lilley
Editore: Kogan Page India Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Quantità: 20
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(New Delhi, India)
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Descrizione libro Kogan Page India Private Limited, 2013. N.A. Condizione libro: New. Codice libro della libreria 325307

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Lilley, Roy
ISBN 10: 0749466944 ISBN 13: 9780749466947
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Descrizione libro Paperback. Condizione libro: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. Standard Delivery within 6-14 business days ACROSS THE GLOBE. We can ship to PO Box address in US. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" or "For sale in Asia only" or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Codice libro della libreria OS9780749466947

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Descrizione libro Condizione libro: New. Depending on your location, this item may ship from the US or UK. Codice libro della libreria 97807494669470000000

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Lilley, Roy
Editore: Kogan Page
ISBN 10: 0749466944 ISBN 13: 9780749466947
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Descrizione libro Kogan Page. Condizione libro: New. 0749466944 This is an International Edition. Brand New, Paperback, Delivery within 6-14 business days, Similar Contents as U.S Edition, ISBN and Cover design may differ, printed in Black & White. Choose Expedited shipping for delivery within 3-8 business days. We do not ship to PO Box, APO , FPO Address. In some instances, subjects such as Management, Accounting, Finance may have different end chapter case studies and exercises. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" and "Content may different from U.S. Edition" - printed only to discourage U.S. students from obtaining an affordable copy. The U.S. Supreme Court has asserted your right to purchase international editions, and ruled on this issue. Access code/CD is not provided with these editions , unless specified. We may ship the books from multiple warehouses across the globe, including India depending upon the availability of inventory storage. Customer satisfaction guaranteed. Codice libro della libreria BO9780749466947

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