Dealing with Difficult People

Fast, Effective Strategies for Handling Problem People

New Edition

This book

• Features example scripts so you're never stuck for what to say, as well as quick fire escapes and negotiation tools, ensuring you keep your cool at home and at work • Is written by the highly respected speaker and broadcaster Roy Lilley and has sold over 50,000 copies over the past editions • Is part of the bestselling Creating Success series, which has sold over 1.5 million copies and contains practical advice on essential and value-adding work skills to help you develop your career • New to this edition: Information on cyber bullying and on-line behaviour, and add a new section on remote working

Description

Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool.

By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This 5th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips 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.

The Creating Success series of books...

Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this millionselling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

Author Information

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. He is based in Surrey, UK. Edition: 5 Date: 03/07/2022 Price: £12.99 Paperback: 9781398606159 Ebook: 9781398606234 Pages: 184 Format (mm): 211x140 Product Category: General Subject: Workplace Skills

Table of Contents

1 A short course in human relations 2 The seven classic difficult types 3 Dealing with difficult bosses 4 Dealing with difficult colleagues 5 Dealing with difficult staff 6 Massaging the egotists 7 Handling aggressive people 8 Deaing with laziness 9 Beating the bullies at their own game 10 Moaners, groaners and critics 11 Perfectionists can be a pain 12 Manipulating the manipulators 13 Morale, attitude and how was it for you 14 Fault-finders and nit-pickers 15 Gossip:a bush fire you can do without 16 The customer is always right – really? 17 Complaints: we love them 18 e-difficut@yourplace 19 Social networking 20 If things don’t change they’ll stay the same 21 A fast-track guide to conflict and how to handle it 22 And, finally, finally…