Dealing with Difficult People
Seiten
2010
Kogan Page Ltd (Verlag)
978-0-7494-5660-3 (ISBN)
Kogan Page Ltd (Verlag)
978-0-7494-5660-3 (ISBN)
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An international best-seller that looks at difficult behaviour, what drives it and how to cope with it, it gives guidance on handling conflict, aggression, lazy staff and difficult customers.
Dealing with difficult people can make life impossible. The workplace is inhabited by a wide variety of people and it can sometimes be difficult to get on with them as well as get on with your work. However by understanding difficult people and the things they do, the problematic situations and awkward issues can be resolved.
Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. Roy Lilley covers every angle including: recognizing the seven types of difficult person, what conflict is and how to handle it, handling aggressive people, motivating lazy colleagues, dealing with difficult customers and handling complaints.
A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public.
Dealing with difficult people can make life impossible. The workplace is inhabited by a wide variety of people and it can sometimes be difficult to get on with them as well as get on with your work. However by understanding difficult people and the things they do, the problematic situations and awkward issues can be resolved.
Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. Roy Lilley covers every angle including: recognizing the seven types of difficult person, what conflict is and how to handle it, handling aggressive people, motivating lazy colleagues, dealing with difficult customers and handling complaints.
A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public.
Roy Lilley is a writer, commentator and full-time conference speaker on health, change management and social issues in the UK, Europe and the US. A frequent broadcaster he contributes to The Today Programme, Newsnight, the Midnight Hour, BBC News 24, and BBC Radio Five Live. He writes for the Guardian, The Sunday Times, The Telegraph and other national papers and management periodicals.
| Erscheint lt. Verlag | 3.1.2010 |
|---|---|
| Reihe/Serie | Creating Success |
| Verlagsort | London |
| Sprache | englisch |
| Maße | 138 x 217 mm |
| Gewicht | 208 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen |
| ISBN-10 | 0-7494-5660-4 / 0749456604 |
| ISBN-13 | 978-0-7494-5660-3 / 9780749456603 |
| Zustand | Neuware |
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