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Dealing with difficult people Third edition
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| 자료유형 | 단행본 |
|---|---|
| 서명/저자사항 | Dealing with difficult people/ Roy Lilley. |
| 개인저자 | Lilley, Roy C.,author. |
| 판사항 | Third edition. |
| 형태사항 | 1 online resource. |
| 총서사항 | Creating success |
| 기타형태 저록 | Print version: Lilley, Roy C.. Dealing with difficult people Third edition. London ; Philadelphia : Kogan Page, 2016 9780749475598 |
| ISBN | 9780749475604 0749475609 0749475595 9780749475598 |
| 서지주기 | Includes bibliographical references. |
| 내용주기 | About this book; 1 A short course in human relations; Difficult, who me?; 2 The seven classic difficult types (or how to sound like an expert in the time it takes to drink a cup of coffee); Recognize anyone?; First, the diagnosis; 3 A fast-track guide to conflict and how to handle it; What conflict is; 4 Dealing with bosses who drive you barmy; Mr Angry; Never let them see you sweat; 5 Colleagues to throttle; Competition crazy; Rivals, antagonists and getting personal; It's always the quiet ones; 6 Staff to strangle; Independent or stubborn?; When the big hand gets to 12 Good bosses don't pry -- but they should tryWaving or drowning; Finding out how good a boss you've been; Seriously difficult members of staff; 7 Massaging the egoist; If the difficulty is an egomaniac boss; If the difficulty is an egoist working for you; The egomaniac colleague; Knocking the know-all; 8 Handling aggressive people without getting thumped on the nose; If an aggressive manager is trying to dump on your ideas; If you're landed with a project that will never fly; If you're being stabbed in the back; 9 Putting a bomb under the lazy ones Clock-watchers, rule-bookers and not invented hereIf you are held back by an idle colleague; A boss who loiters; How you eat an elephant; The criminally lazy; 10 Beating the bullies at their own game; The decibel dictator; When you can't do anything right; When all else fails; The firework colleague; 11 Moaners, groaners and critics; Cold water torture; Try building alliances, coalitions and connections; Words you don't want to hear; When critics turn the gun on themselves; 12 Perfectionists can be a pain; What turns on a perfectionist; Rules are rules; The perfectionist boss 13 Manipulating the manipulatorsIf you're being lined up to take the blame; Let's do a deal; If you're easily flattered; If you're flattered by your staff; 14 Shifting the stubborn; When the customer knows best; 15 Morale, attitude and how was it for you?; If you're sick of the sick; Everyone having a sickie; Cliques, circles and witches' covens; 16 Fault-finders and nit-pickers; If you have a nit-picker for a boss; Nit-picking colleagues; 17 Gossip: a bush fire you can do without; The answer to gossip problems; Prevention is better than cure; 18 The customer is always right -- really? Dealing with difficult customersYou want it when?; Avoiding trouble; The really, really, really, really difficult customer; Remind them how good you are; The screamer; Screaming about service; If a member of your staff blows a gasket; When the screamer is the boss; What's winding them up?; Dealing with very rude people without being very rude; Disguised rudeness; 19 Complaints: we love them; Six steps to success; 20 e-difficult@yourplace; 21 Social networking; A word to the wise; Cyberbullying -- what is it?; Poor management; It's just too easy |
| 요약 | Will help you navigate the bullies, nit-pickers and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. |
| 일반주제명 | Psychology, Industrial. Interpersonal conflict. Problem employees. BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Reference BUSINESS & ECONOMICS / Skills Interpersonal conflict. Problem employees. Psychology, Industrial. |
| 언어 | 영어 |
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