| LDR | | 06101cam 22007938i 4500 |
| 001 | | 000000388739 |
| 005 | | 20180411154445 |
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| 007 | | cr ||||||||||| |
| 008 | | 160627s2016 enk ob 000 0 eng |
| 010 | |
▼a 2016029931 |
| 019 | |
▼a 957278875
▼a 966384415 |
| 020 | |
▼a 9780749475604
▼q (electronic bk.) |
| 020 | |
▼a 0749475609
▼q (electronic bk.) |
| 020 | |
▼z 9780749475598 (pbk.) |
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| 020 | |
▼a 9780749475598 |
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| 035 | |
▼a (OCoLC)952470778
▼z (OCoLC)957278875
▼z (OCoLC)966384415 |
| 037 | |
▼a CL0500000772
▼b Safari Books Online |
| 037 | |
▼a 7F58B2C4-FF61-444C-90D6-CD255E5DBF84
▼b OverDrive, Inc.
▼n http://www.overdrive.com |
| 040 | |
▼a DLC
▼b eng
▼e rda
▼c DLC
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▼d N$T
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▼d OCLCQ
▼d 247004 |
| 042 | |
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▼a 650.1/3
▼2 23 |
| 100 | 1 |
▼a Lilley, Roy C.,
▼e author. |
| 245 | 10 |
▼a Dealing with difficult people/
▼c Roy Lilley. |
| 250 | |
▼a Third edition. |
| 264 | 1 |
▼a London ;
▼a Philadelphia :
▼b Kogan Page,
▼c 2016. |
| 300 | |
▼a 1 online resource. |
| 336 | |
▼a text
▼b txt
▼2 rdacontent |
| 337 | |
▼a computer
▼b n
▼2 rdamedia |
| 338 | |
▼a online resource
▼b nc
▼2 rdacarrier |
| 490 | 1 |
▼a Creating success |
| 504 | |
▼a Includes bibliographical references. |
| 505 | 0 |
▼a 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 |
| 505 | 8 |
▼a 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 |
| 505 | 8 |
▼a 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 |
| 505 | 8 |
▼a 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? |
| 505 | 8 |
▼a 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 |
| 520 | |
▼a 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. |
| 588 | |
▼a Description based on print version record and CIP data provided by publisher; resource not viewed. |
| 590 | |
▼a eBooks on EBSCOhost
▼b All EBSCO eBooks |
| 650 | 0 |
▼a Psychology, Industrial. |
| 650 | 0 |
▼a Interpersonal conflict. |
| 650 | 0 |
▼a Problem employees. |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Management
▼2 bisacsh |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Reference
▼2 bisacsh |
| 650 | 7 |
▼a BUSINESS & ECONOMICS / Skills
▼2 bisacsh |
| 650 | 7 |
▼a Interpersonal conflict.
▼2 fast
▼0 (OCoLC)fst00977374 |
| 650 | 7 |
▼a Problem employees.
▼2 fast
▼0 (OCoLC)fst01077874 |
| 650 | 7 |
▼a Psychology, Industrial.
▼2 fast
▼0 (OCoLC)fst01081592 |
| 655 | 4 |
▼a Electronic books. |
| 776 | 08 |
▼i Print version:
▼a Lilley, Roy C..
▼t Dealing with difficult people
▼b Third edition.
▼d London ; Philadelphia : Kogan Page, 2016
▼z 9780749475598
▼w (DLC) 2016021009 |
| 830 | 0 |
▼a Creating success. |
| 856 | 40 |
▼u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1293790 |
| 938 | |
▼a EBSCOhost
▼b EBSC
▼n 1293790 |
| 938 | |
▼a YBP Library Services
▼b YANK
▼n 13096619 |
| 938 | |
▼a ProQuest MyiLibrary Digital eBook Collection
▼b IDEB
▼n cis34380314 |
| 938 | |
▼a EBL - Ebook Library
▼b EBLB
▼n EBL4617099 |
| 990 | |
▼a ***1012033 |
| 994 | |
▼a 92
▼b KRDHU |