Dealing with Difficult People
(Sprache: Englisch)
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...
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Klappentext zu „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 third edition of the best-selling Dealing with Difficult People provides the tools and techniques 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.
Inhaltsverzeichnis zu „Dealing with Difficult People “
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...
Autoren-Porträt von Roy Lilley
Roy Lilley
Bibliographische Angaben
- Autor: Roy Lilley
- 2016, 3rd ed., 192 Seiten, Maße: 13,6 x 21,6 cm, Kartoniert (TB), Englisch
- Verlag: Kogan Page
- ISBN-10: 0749475595
- ISBN-13: 9780749475598
- Erscheinungsdatum: 28.07.2016
Sprache:
Englisch
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