Résumé
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.
Contenu
1. A short course in human relations -- 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 -- 3. A fast-track guide to conflict and how to handle it -- 4. Dealing with bosses who drive you barmy -- 5. Colleagues to throttle -- 6. Staff to strangle -- 7. Massaging the egoist -- 8. Handling aggressive people without getting thumped on the nose -- 9. Putting a bomb under the lazy ones -- 10. Beating the bullies at their own game -- 11. Moaners, groaners and critics -- 12. Perfectionists can be a pain -- 13. Manipulating the manipulators -- 14. Shifting the stubborn -- 15. Morale, attitude and how was it for you? -- 16. Fault-finders and nit-pickers -- 17. Gossip : a bush fire you can do without -- 18. The customer is always right -- really? -- 19. Complaints: we love them -- 20. e-difficult@yourplace -- 21. Social networking -- 22. If things don't change they'll stay the same -- 23. Dealing with conflict : 10 steps to cooling it -- 24. And, finally, finally… .