Dealing with Difficult People

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 million-selling 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.

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 is a former NHS Trust Chairman and writes for The Guardian, The Sunday Times, The Daily Telegraph and other national papers and management magazines.

- - Chapter - 01: A short course in human relations;- Chapter - 02: The seven classic difficult types;- Chapter - 03: Dealing with difficult bosses;- Chapter - 04: Dealing with difficult colleagues;- Chapter - 05: Dealing with difficult staff;- Chapter - 06: Massaging the egotists;- Chapter - 07: Handling aggressive people;- Chapter - 08: Deaing with laziness;- Chapter - 09: Beating the bullies at their own game;- Chapter - 10: Moaners, groaners and critics;- Chapter - 11: Perfectionists can be a pain;- Chapter - 12: Manipulating the manipulators;- Chapter - 13: Morale, attitude and how was it for you;- Chapter - 14: Fault-finders and nit-pickers;- Chapter - 15: Gossip - A bush fire you can do without;- Chapter - 16: The customer is always right – really?;- Chapter - 17: Complaints: we love them;- Chapter - 18: e-difficut@yourplace;- Chapter - 19: Social networking;- Chapter - 20: If things don’t change they’ll stay the same;- Chapter - 21: A fast-track guide to conflict and how to handle it;- Chapter - 22: And, finally, finally…