Dealing with Difficult People 3rd Edition (Creating Success)

Contents......Page 3
About this book......Page 6
A short course inhuman relations......Page 9
Difficult, who me?......Page 10
Recognise anyone?......Page 14
First the diagnosis......Page 23
What conflict is......Page 31
Dealing with bosses who drive you barmy......Page 33
Mr angry......Page 34
Never let them see you sweat......Page 35
Colleagues to throttle......Page 39
Competition crazy......Page 41
Rivals, antagonists and getting personal......Page 42
It’s always the quiet ones......Page 43
Staff to strangle......Page 45
Independent or stubborn?......Page 49
When the big hand gets to 12......Page 50
Waving or drowning......Page 52
Seriously difficult members of staff......Page 56
If the difficulty is an egomaniac boss......Page 58
If the difficulty is an egoist working for you......Page 59
Knocking the know-all......Page 60
Handling aggressive people without getting thumped on the nose......Page 62
If an aggressive manager is trying to dump on your ideas......Page 63
If you’re being stabbed in the back......Page 64
Putting a bomb under the lazy ones......Page 66
Clock-watchers, rule-bookers and not invented here......Page 67
A boss who loiters......Page 68
How you eat an elephant......Page 69
The criminally lazy......Page 70
Beating the bullies at their own game......Page 71
When you can’t do anything right......Page 72
When all else fails......Page 73
The firework colleague......Page 74
Moaners, groaners and critics......Page 76
Cold water torture......Page 77
Words you don’t want to hear......Page 78
When critics turn the gun on themselves......Page 79
Perfectionists can be a pain......Page 80
What turns on a perfectionist......Page 81
Rules are rules......Page 82
The perfectionist boss......Page 83
Manipulating the manipulators......Page 84
If you’re being lined up to take the blame......Page 85
Let’s do a deal......Page 87
If you’re easily flattered......Page 88
If you’re flattered by your staff......Page 89
Shifting thestubborn......Page 90
When the customer knows best......Page 91
Morale, attitude and how was it for you?......Page 92
If you’re sick of the sick......Page 94
Everyone having a sickie......Page 95
Cliques, circles and witches’ covens......Page 96
Fault-finders and nit-pickers......Page 97
Nit-picking colleagues......Page 98
Gossip: a bush fire you can do without......Page 100
The answer to gossip problems......Page 102
Prevention is better than cure......Page 103
The customer is always right – really?......Page 105
Dealing with difficult customers......Page 106
Avoiding trouble......Page 107
Remind them how good you are......Page 108
The screamer......Page 109
If a member of your staff blows a gasket......Page 112
What’s winding them up......Page 113
Dealing with very rude people without being very rude......Page 114
Disguised rudeness......Page 115
Six steps to success......Page 116
e-difficult@yourplace......Page 122
Meetings, bloody meetings!......Page 125
Technology......Page 128
To meet or not to meet......Page 129
Meetings-r-us......Page 133
The five golden rules that make meetings productive......Page 144
There are four Cs in change......Page 146
Dealing with difficult people through a period of change......Page 148
Dealing with conflict: 10 steps to cooling it......Page 152
And, finally, finally…......Page 157
References......Page 159
Further reading......Page 160