Dealing with Difficult People (Creating Success)

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9780749466947: Dealing with Difficult People (Creating Success)

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.

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Book Description:

10 steps to cooling conflict in the workplace

About the Author:

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.

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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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Descrizione libro KOGAN PAGE INDIA PRIVATE LIMITED, 2013. Condizione libro: New. Codice libro della libreria VIVA-9780749466947

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Roy Lilley
Editore: KOGAN PAGE (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
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Descrizione libro KOGAN PAGE, 2013. N.A. Condizione libro: New. Codice libro della libreria 377163

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Edizione Internazionale
Edizione Internazionale

3.

Lilley, Roy
Editore: Kogan Page
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi PAPERBACK Quantità: 15
Edizione Internazionale
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Descrizione libro Kogan Page. PAPERBACK. Condizione libro: New. 0749466944 We ship from India. PAPERBACK INTERNATIONAL EDITION Brand New Copy. The ISBN-13 or Cover might be different but content is extactly same. We deliver in 5 - 9 days and actively resolve customer issues. Codice libro della libreria 0749466944-ABA

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4.

Roy Lilley
Editore: KOGAN PAGE INDIA PRIVATE LIMITED (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Quantità: 20
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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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5.

Roy Lilley
Editore: Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Softcover Quantità: > 20
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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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6.

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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Roy Lilley
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Paperback Quantità: 5
Edizione Internazionale
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PRIORITY BOOKS
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Descrizione libro Paperback. Condizione libro: New. Softcover Book, New Condition, Fast Shipping. Ready in Stock. 2nd Edition. [Please Read Carefully Before Buying], This Is An International Edition. Printed In Black and White. 168 Pages, Book Cover And ISBN No May Be Different From US Edition. Restricted Sales Disclaimer Wordings Not For Sales In USA And Canada May Be Printed On The Cover Of The Book. Standard Shipping 7-14 Business Days. Expedited Shiping 4-8 Business Days. ***WE DO NOT ENTERTAIN BULK ORDERS.*** The Books May Be Ship From Overseas For Inventory Purpose. Codice libro della libreria 492647

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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. PAPERBACK. Condizione libro: New. 0749466944 *BRAND NEW* Ships Same Day or Next!. Codice libro della libreria SWATI2122646671

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Roy Lilley
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuovi Paperback Quantità: 5
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Descrizione libro Paperback. Condizione libro: New. New, Softcover International Edition, Printed in Black and White, Different ISBN, Same Content As US edition, Book Cover may be Different, in English Language. Codice libro della libreria 31371

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