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Dealing with Difficult People, 2nd Edition

Book Description

Moaners, fault finders, manipulators - these are just a few examples of the difficult people we put up with at work. However by understanding their motives and individual behaviours you can learn to manage aggression, avoid awkward situations and keep your cool. This second edition of the best-selling Dealing with Difficult People includes a brand new chapter on dealing with difficult people in the digital sphere. It provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

Table of Contents

  1. Cover
  2. Title page
  3. Imprint
  4. Dedication
  5. Table of contents
  6. About this book
    1. WHAT ELSE WILL YOU FIND…?
  7. 1. A short course in human relations
    1. DIFFICULT, WHO ME?
  8. 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
    1. RECOGNIZE ANYONE?
    2. FIRST THE DIAGNOSIS
  9. 3. A fast-track guide to conflict and how to handle it
    1. WHAT CONFLICT IS
  10. 4. Dealing with bosses who drive you barmy
    1. MR ANGRY
    2. NEVER LET THEM SEE YOU SWEAT
  11. 5. Colleagues to throttle
    1. COMPETITION CRAZY
    2. RIVALS, ANTAGONISTS AND GETTING PERSONAL
    3. IT’S ALWAYS THE QUIET ONES
  12. 6. Staff to strangle
    1. INDEPENDENT OR STUBBORN?
    2. WHEN THE BIG HAND GETS TO 12
    3. GOOD BOSSES DON’T PRY – BUT THEY SHOULD TRY
    4. WAVING OR DROWNING
    5. FINDING OUT HOW GOOD A BOSS YOU’VE BEEN
    6. SERIOUSLY DIFFICULT MEMBERS OF STAFF
  13. 7. Massaging the egoist
    1. IF THE DIFFICULTY IS AN EGOMANIAC BOSS
    2. IF THE DIFFICULTY IS AN EGOIST WORKING FOR YOU
    3. THE EGOMANIAC COLLEAGUE
    4. KNOCKING THE KNOW-ALL
  14. 8. Handling aggressive people without getting thumped on the nose
    1. IF AN AGGRESSIVE MANAGER IS TRYING TO DUMP ON YOUR IDEAS
    2. IF YOU’RE LANDED WITH A PROJECT THAT WILL NEVER FLY
    3. IF YOU’RE BEING STABBED IN THE BACK
  15. 9. Putting a bomb under the lazy ones
    1. CLOCK-WATCHERS, RULE-BOOKERS AND NOT INVENTED HERE
    2. IF YOU ARE HELD BACK BY AN IDLE COLLEAGUE
    3. A BOSS WHO LOITERS
    4. HOW YOU EAT AN ELEPHANT
    5. THE CRIMINALLY LAZY
  16. 10. Beating the bullies at their own game
    1. THE DECIBEL DICTATOR
    2. WHEN YOU CAN’T DO ANYTHING RIGHT
    3. WHEN ALL ELSE FAILS
    4. THE FIREWORK COLLEAGUE
  17. 11. Moaners, groaners and critics
    1. COLD WATER TORTURE
    2. TRY BUILDING ALLIANCES, COALITIONS AND CONNECTIONS
    3. WORDS YOU DON’T WANT TO HEAR
    4. WHEN CRITICS TURN THE GUN ON THEMSELVES
  18. 12. Perfectionists can be a pain
    1. WHAT TURNS ON A PERFECTIONIST
    2. RULES ARE RULES
    3. THE PERFECTIONIST BOSS
  19. 13. Manipulating the manipulators
    1. IF YOU’RE BEING LINED UP TO TAKE THE BLAME
    2. LET’S DO A DEAL
    3. IF YOU’RE EASILY FLATTERED
    4. IF YOU’RE FLATTERED BY YOUR STAFF
  20. 14. Shifting the stubborn
    1. WHEN THE CUSTOMER KNOWS BEST
  21. 15. Morale, attitude and how was it for you?
    1. IF YOU’RE SICK OF THE SICK
    2. EVERYONE HAVING A SICKIE
    3. CLIQUES, CIRCLES AND WITCHES’ COVENS
  22. 16. Fault-finders and nit-pickers
    1. IF YOU HAVE A NIT-PICKER FOR A BOSS
    2. NIT-PICKING COLLEAGUES
  23. 17. Gossip: a bush fire you can do without
    1. THE ANSWER TO GOSSIP PROBLEMS
    2. PREVENTION IS BETTER THAN CURE
  24. 18. The customer is always right – really?
    1. DEALING WITH DIFFICULT CUSTOMERS
    2. YOU WANT IT WHEN?
    3. AVOIDING TROUBLE
    4. THE REALLY, REALLY, REALLY, REALLY DIFFICULT CUSTOMER
    5. REMIND THEM HOW GOOD YOU ARE
    6. THE SCREAMER
    7. SCREAMING ABOUT SERVICE
    8. IF A MEMBER OF YOUR STAFF BLOWS A GASKET
    9. WHEN THE SCREAMER IS THE BOSS
    10. WHAT’S WINDING THEM UP
    11. DEALING WITH VERY RUDE PEOPLE WITHOUT BEING VERY RUDE
    12. DISGUISED RUDENESS
  25. 19. Complaints: we love them
    1. SIX STEPS TO SUCCESS
  26. 20. e-difficult@yourplace
  27. 21. Social Networking
    1. A WORD TO THE WISE
    2. CYBERBULLYING – WHAT IS IT?
    3. POOR MANAGEMENT
    4. IT’S JUST TOO EASY
    5. WHAT CAN YOU DO TO PROTECT YOURSELF FROM CYBER-BULLYING?
    6. YOU ARE NOT ALONE
    7. WHAT DOES THE LAW TELL US?
    8. WHAT SHOULD YOU DO IF YOU ARE BULLIED – ELECTRONICALLY OR FACE TO FACE
    9. TEN TIPS TO PREVENT ONLINE BULLYING ON FACEBOOK
  28. 22. If things don’t change they’ll stay the same
    1. THERE ARE FOUR Cs IN CHANGE
    2. DEALING WITH DIFFICULT PEOPLE THROUGH A PERIOD OF CHANGE
  29. 23. Dealing with conflict: 10 steps to cooling it
    1. Bang!
  30. 24. And, finally, finally...
  31. References
  32. Further Reading
  33. Full imprint