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Managing Difficult People

Managing Difficult People

          
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About the Book

Equip yourself with management skills that you're always going to need. Why are some colleagues and managers so difficult to work with? And, more importantly, how should you deal with them? Find the answers in this book, together with strategies to prevent difficult people from affecting your career, your business and your confidence. You can't always choose the people you work with, but by choosing to handle difficult people and situations effectively, you can overcome negativity and restore teamwork. Grapple with 'know-it-alls' and tackle the 'aggressors' Turn difficult people into positive contributors.

Table of Contents:
Preface I. MEETING DIFFICULT PEOPLE : 1. Understanding Difficult People 2. Reading Behind the Behavior 3. Appreciating Why this Behavior is so Effective 4. Differentiating Between Work and Home Environments 5. Planning and Preparation 6. Winning and Losing 7. Tackling the Situation 8. Feeling your Confidence Soar Case Studies Action Points II. PREPARING YOURSELF 1. Considering Why you Need to Prepare 2. Building Your Self-Confidence 3. Listening Skills 4. Linking Body Language 5. Understanding the Impact of Environment 6. Practicing Your Skills 7. Giving Great Feedback 8. Recognizing Yourself Case Studies Action Points III. IDENTIFYING DIFFICULT BEHAVIOR : 1. Introducing Some Examples of Difficult Behavior 2. Tackling Aggression 3. Coping With Know-it-alls 4. Teasing Out the Silent Stance 5. Distancing Constant Complainers 6. Drawing Out Real Feelings 7. Dealing with Negativism Promoting Decisions Case Studies Action Points IV. DEALING WITH DIFFICULT SITUATIONS AT WORK : 1. Understanding Why Situations Can be Difficult 2. Coping with Bereavement 3. Managing Sexual Harassment Issues 3. Managing Appraisals 4. Acknowledging Relationships 5. Delivering Difficult Messages 6. Understanding the Negative Effects of Good News 7. Managing Bullying and Victimisation Case Studies Action Points V. DEALING WITH DIFFICULT CUSTOMERS : 1. Appreciating the Customer's Focus 2. Identifying Your Customer Base 3. Caring for the Customer 4. Coping with the Difficult Customer on the Phone 5. Coping with the Difficult Customer by Letter 6. Coping with the Difficult Customer Face-to-face 7. Revising Simple Techniques 8. Spreading the Word Case Studies Action Points VI. MANAGING DIFFICULT STAFF : 1. Understanding the Staff/Manager Relationship 2. Gaining Help from the Systems in use 3. Talking the Problem Through 4. Setting Clear Boundaries and Monitoring Mechanisms 5. Taking Things Further 6. Identifying Difficult Groups 7. Appreciating the Effects on Others 8. Gaining Back-Up Support Case Studies Action Points VII. WORKING WITH DIFFICULT COLLEAGUES : 1. Understanding Why Colleagues Can Be Difficult 2. Looking Within Ourselves Handling Conflict and Anger Recognising the Risks 3. Dealing with Criticism Gaining 4. Management Support Using 5. Peer Group Support Recognising 6. The Power Games In Action Case Studies Action Points VIII. COPING WITH DIFFICULT MANAGERS : 1. Defining a Difficult Manager 2. Recognising the Risks Involved 3. Thinking it Through in an Appropriate Setting 4. Meeting with Your Manager 5. Being Prepared for Repetitive Behavior 6. Taking Things Higher 7. Gaining Support 8. Getting Out Case Studies Action Points IX. HANDLING DIFFICULT TEAMS : 1. Outlining the Basics on Teams 2. Understanding the Effects of a Difficult Team Member 3. Competing with Others 4. Dealing with Difficult Pairings 5. Setting a Team Agenda 6. Ensuring Team Feedback 7. Maintaining a Task Orientation 8. Celebrating Team Success Case Studies Action Points X. PULLING IT ALL TOGETHER : 1. Accepting Difficult 2. People Learning to Cope with Difficult 3. People at work Recognising Difficult 4. People Outside Work Re-Visiting 5. The Techniques Thinking Over 6. Your Own Behavior Respecting Others Understanding 7. The Importance of Anger and Conflict Management 8. Gaining Confidence Case Studies Action Points Further Reading Useful Addresses


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Product Details
  • ISBN-13: 9788174764140
  • Publisher: U B S Publishers
  • Publisher Imprint: U B S Publishers
  • Edition: 2
  • No of Pages: 127
  • ISBN-10: 8174764143
  • Publisher Date: 2007
  • Binding: Paperback
  • Language: English

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