Dealing with difficult people

Title:

Personal Author:

Lilley, Roy C.

Series:

Creating success

Publication Information:

London : Kogan Page, 2006

ISBN:

9780749447519

Subject Term:

Psychology, Industrial

Interpersonal conflict

Problem employees

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010130263	HF5548.8 L54 2006	Open Access Book	Book	Searching... Unknown
Searching... PSZ KL	30000010138200	HF5548.8 L54 2006	Open Access Book	Book	Searching... Unknown

Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. It explains how to recognize and understand difficult people and their actions as a means to resolve problematic situations and awkward issues. A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public.

Author Notes

Roy Lilley is a writer, commentator and full-time conference speaker on health, change management and social issues in the UK, Europe and the US. A frequent broadcaster he 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.

About this book	p. vi
1 A short course in human relations	p. 1
Difficult, who me?	p. 2
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	p. 6
Recognise anyone?	p. 6
First the diagnosis	p. 15
3 A fast-track guide to conflict and how to handle it	p. 23
What conflict is	p. 23
4 Dealing with bosses who drive you barmy	p. 25
Mr angry	p. 26
Never let them see you sweat	p. 27
5 Colleagues to throttle	p. 31
Competition crazy	p. 33
Rivals, antagonists and getting personal	p. 34
It's always the quiet ones	p. 35
6 Staff to strangle	p. 37
Independent or stubborn?	p. 41
When the big hand gets to twelve	p. 42
Good bosses don't pry - but they should try	p. 44
Waving or drowning	p. 44
Finding out how good a boss you've been	p. 48
Seriously difficult members of staff	p. 48
7 Massaging the egoist	p. 50
If the difficulty is an egomaniac boss	p. 50
If the difficulty is an egoist working for you	p. 51
The egomaniac colleague	p. 52
Knocking the know-all	p. 52
8 Handling aggressive people without getting thumped on the nose	p. 54
If an aggressive manager is trying to dump on your ideas	p. 55
If you're landed with a project that will never fly	p. 56
If you're being stabbed in the back	p. 56
9 Putting a bomb under the lazy ones	p. 58
Clock-watchers, rule-bookers and not invented here	p. 59
If you are held back by an idle colleague	p. 60
A boss who loiters	p. 60
How you eat an elephant	p. 61
The criminally lazy	p. 62
10 Beating the bullies at their own game	p. 63
The decibel dictator	p. 64
When you can't do anything right	p. 64
When all else fails	p. 65
The firework colleague	p. 66
11 Moaners, groaners and critics	p. 68
Cold water torture	p. 69
Try building alliances, coalitions and connections	p. 70
Words you don't want to hear	p. 70
When critics turn the gun on themselves	p. 71
12 Perfectionists can be a pain	p. 72
What turns on a perfectionist	p. 73
Rules are rules	p. 74
The perfectionist boss	p. 75
13 Manipulating the manipulators	p. 76
If you're being lined up to take the blame	p. 77
Let's do a deal	p. 79
If you're easily flattered	p. 80
If you're flattered by your staff	p. 81
14 Shifting the stubborn	p. 82
When the customer knows best	p. 83
15 Morale, attitude and how was it for you?	p. 84
If you're sick of the sick	p. 86
Everyone having a sickie	p. 87
Cliques, circles and witches' covens	p. 88
16 Fault-finders and nit-pickers	p. 89
If you have a nit-picker for a boss	p. 90
Nit-picking colleagues	p. 90
17 Gossip: a bush fire you can do without	p. 92
The answer to gossip problems	p. 94
Prevention is better than cure	p. 95
18 The customer is always right - really?	p. 97
Dealing with difficult customers	p. 98
You want it when?	p. 99
Avoiding trouble	p. 99
The really, really, really, really difficult customer	p. 100
Remind them how good you are	p. 100
The screamer	p. 101
Screaming about service	p. 104
If a member of your staff blows a gasket	p. 104
When the screamer is the boss	p. 105
What's winding them up	p. 105
Dealing with very rude people without being very rude	p. 106
Disguised rudeness	p. 107
19 Complaints: we love them	p. 108
Six steps to success	p. 108
20 e-difficult@yourplace	p. 114
21 Meetings, bloody meetings!	p. 117
Technology	p. 120
To meet or not to meet	p. 121
Meetings-r-us	p. 125
The five golden rules that make meetings productive	p. 136
22 If things don't change they'll stay the same	p. 138
There are four Cs in change	p. 138
Dealing with difficult people through a period of change	p. 140
23 Dealing with conflict: 10 steps to cooling it	p. 144
24 And, finally, finally...	p. 149
References	p. 151
Further reading	p. 152

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Summary

Summary

Author Notes

Table of Contents