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Reviews:
"Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance."
Business Executive
"The essential guide to coping with people problems. Packed with hints, tips and warnings of potential hazards."
OS Magazine
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. ISBN - 9780749466947
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Pages : 168
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