Dealing with Difficult People: Handle Aggression; Manage Conflict; Motivate Poor Performers

Table of contents\n......Page 6
About this book......Page 10
1 A short course in human relations......Page 12
Difficult, who me?......Page 13
Recognise anyone?......Page 17
First the diagnosis......Page 27
What conflict is......Page 35
4 Dealing with bosses who drive you barmy......Page 37
Mr Angry......Page 38
Never let them see you sweat......Page 39
5 Colleagues to throttle......Page 42
Rivals, antagonists and getting personal......Page 45
It\'s always the quiet ones......Page 46
6 Staff to strangle......Page 48
Independent or stubborn?......Page 52
When the big hand gets to 12......Page 53
Good bosses don\'t pry – but they should try......Page 54
Waving or drowning......Page 55
Finding out how good a boss you\'ve been......Page 58
Seriously difficult members of staff......Page 59
7 Massaging the egoist......Page 60
If the difficulty is an egoist working for you......Page 61
Knocking the know-all......Page 62
8 Handling aggressive people without getting thumped on the nose......Page 64
If an aggressive manager is trying to dump on your ideas......Page 65
If you\'re being stabbed in the back......Page 66
9 Putting a bomb under the lazy ones......Page 68
Clock-watchers, rule-bookers and not invented here......Page 69
If you are held back by an idle colleague......Page 70
How you eat an elephant......Page 71
The criminally lazy......Page 72
10 Beating the bullies at their own game......Page 73
When you can\'t do anything right......Page 74
When all else fails......Page 75
The firework colleague......Page 76
11 Moaners, groaners and critics......Page 78
Cold water torture......Page 79
Words you don\'t want to hear......Page 80
When critics turn the gun on themselves......Page 81
12 Perfectionists can be a pain......Page 82
What turns on a perfectionist......Page 83
Rules are rules......Page 84
The perfectionist boss......Page 85
13 Manipulating the manipulators......Page 86
If you\'re being lined up to take the blame......Page 87
Let\'s do a deal......Page 89
If you\'re flattered by your staff......Page 90
14 Shifting the stubborn......Page 92
When the customer knows best......Page 93
15 Morale, attitude and how was it for you?......Page 94
If you\'re sick of the sick......Page 96
Everyone having a sickie......Page 97
Cliques, circles and witches\' covens......Page 98
16 Fault-finders and nit-pickers......Page 99
If you have a nit-picker for a boss......Page 100
Nit-picking colleagues......Page 101
17 Gossip: a bush fire you can do without......Page 102
The answer to gossip problems......Page 104
Prevention is better than cure......Page 105
18 The customer is always right – really?......Page 107
You want it when?......Page 108
Avoiding trouble......Page 109
Remind them how good you are......Page 110
The screamer......Page 111
Screaming about service......Page 113
If a member of your staff blows a gasket......Page 114
Dealing with very rude people without being very rude......Page 115
Disguised rudeness......Page 116
Six steps to success......Page 117
20 e-difficult@yourplace......Page 124
21 Meetings, bloody meetings!......Page 127
Get tough and get into technology......Page 128
To meet or not to meet......Page 130
Meetings-r-us......Page 134
The five golden rules that make meetings productive......Page 145
There are four Cs in change......Page 148
Dealing with difficult people through a period of change......Page 150
23 Dealing with conflict: 10 steps to cooling it......Page 154
24 And, finally, finally…......Page 158
References......Page 160
Further reading......Page 161