Résumé
Difficult people can make life impossible. The workplace is inhabited by a wide variety of people and it can sometimes be difficult to get on with them as well as get on with your work. However, by understanding difficult people and the things they do, problematic situations and awkward issues can be resolved.
Dealing with Difficult People will help you do just that, it looks at individual behaviour, what drives it and how to cope with it. Written in a practical and accessible style, it is the essential guide to coping with people problems. Roy Lilley covers every angle including :
- recognising the seven difficult types of people;
- what conflict is and how to handle it;
- handling aggressive people;
- motivating lazy colleagues;
- dealing with difficult customers;
- handling complaints.
Packed with tips, hints and warnings of potential hazards, this book is suitable for managers or anyone who has deal with difficult colleagues or the public. It will help you to enjoy difficult people, unlock them, influence them and improve their performance.
Table of Contents
- about this book
- a short course in human relations
difficult,
who me? 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
recognise anyone? 6; first the diagnosis 15 - a fast-track guide to conflict and how to handle
it
what conflict is 23 - dealing with bosses who, drive you barmy
Mr angry 26; never let them see you sweat 27 - colleagues to throttle
competition crazy 33; rivals, antagonists and getting personal 34; its always the quiet ones 35 - staff to strangle
independent or stubborn? 41; when the big hand gets to twelve 42; good bosses don't pry - but they should try 44; waving or drowning 44; finding out how good a boss you've been 48; seriously difficult members of staff 48 - massaging the egoist
if the difficulty is an egomaniac boss 50; if the difficulty is an egoist working for you 51; the egomaniac colleague 52; knocking the know-all 52 - handling aggressive people without getting thumped
on the nose
if an aggressive manager is trying to dump on your ideas 55; if you're landed with a project that will never fly 56; if you're being stabbed in the back 56 - putting a bomb under the lazy ones
clock-watchers, rule-bookers and not invented here 59; if you are held back by an idle colleague 60; a boss who loiters 60; how you eat an elephant 61; the criminally lazy 62 - beating the bullies at their own game
the decibel dictator 64; when you can't do anything right 64; when all else fails 65; the firework colleague 66 - moaners, groaners and critics
cold water torture 69; try building alliances, coalitions and connections 70; words you don't want to hear 70; when critics turn the gun on themselves 71 - perfectionists can be a pain
what turns on a perfectionist 73; rules are rules 74; the perfectionist boss 75 - manipulating the manipulators
if you're being lined up to, take the blame 77; lets do a deal 79; if you're easily flattered 80; if you're flattered by your staff 81 - shifting the stubborn
when the customer knows best 83 - morale, attitude and how was it for you?
if you're sick of the sick 86; everyone having a sickie 87; cliques, circles and witches' covens 88 - fault-finders and nit-pickers
if you have a nit-picker for a boss 90; nit-picking colleagues 90 - gossip: a bush fire you can do without
the answer to gossip problems 94; prevention is better than cure 95
- the customer is always right - really?
dealing with difficult customers 98; you want it when? 99; avoiding trouble 99; the really, really, really, really difficult customer 100; remind them how good you are 100; the screamer 101; screaming about service 104; if a member of your staff blows a gasket 104; when the screamer is the boss 105; what's winding them up 105; dealing with very rude people without being very rude 106; disguised rudeness 107 - complaints: we love them
six steps to success 108 - e-difficult@your place
- meetings, bloody meetings!
technology 120; to meet or not to meet 121; meetings-r-us 125; the five golden rules that make meetings productive 136 - if things don't change they'll stay the
same
there are four Cs in change 138; dealing with difficult people through a period of change 140 - dealing with conflict: 10 steps to cooling it
- and, finally, finally ...
- references
- further reading
Caractéristiques techniques
| PAPIER | |
| Éditeur(s) | Kogan Page |
| Auteur(s) | Roy Lilley |
| Parution | 09/11/2001 |
| Nb. de pages | 152 |
| Format | 13,5 x 21,5 |
| Couverture | Broché |
| Poids | 218g |
| Intérieur | Noir et Blanc |
| EAN13 | 9780749436919 |
| ISBN13 | 978-0-7494-3691-9 |
Avantages Eyrolles.com
Livraison à partir de 0,01 € en France métropolitaine
Paiement en ligne SÉCURISÉ
Livraison dans le monde
Retour sous 15 jours
+ d'un million et demi de livres disponibles
Consultez aussi
- Les meilleures ventes en Graphisme & Photo
- Les meilleures ventes en Informatique
- Les meilleures ventes en Construction
- Les meilleures ventes en Entreprise & Droit
- Les meilleures ventes en Sciences
- Les meilleures ventes en Littérature
- Les meilleures ventes en Arts & Loisirs
- Les meilleures ventes en Vie pratique
- Les meilleures ventes en Voyage et Tourisme
- Les meilleures ventes en BD et Jeunesse
- Vie pratique Santé et bien-être Psychologie - Développement personnel Communiquer - Gérer un conflit Gérer les conflits
- Entreprise & Droit Management : efficacité du manager Communiquer - Gérer les conflits
- Entreprise & Droit Management : efficacité du manager Communiquer - Gérer les conflits Gérer les conflits
