| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2012045520 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780749466947 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Call number |
650.1/3 |
| MAIN ENTRY--PERSONAL NAME |
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| Authors |
Lilley, Roy |
| TITLE STATEMENT |
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| Title |
Dealing with difficult people / |
| Statement of responsibility, etc |
Roy Lilley. |
| EDITION STATEMENT |
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| Edition |
2nd ed. |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
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| Place of publication |
Philadelphia, Pa. : |
| Publisher |
Kogan Page, |
| Date |
2013. |
| PHYSICAL DESCRIPTION |
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| Extent |
xiv, 146 p ; |
| Size |
22 cm. |
| GENERAL NOTE |
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| General note |
Includes bibliographical references. |
| CONTENTS |
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| Contents |
About this book -- A short course in human relations -- 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 -- A fast-track guide to conflict and how to handle it -- Dealing with bosses who drive you barmy -- Colleagues to throttle -- Staff to strangle -- Massaging the egoist -- Handling aggressive people without getting thumped on the nose -- Putting a bomb under the lazy ones -- Beating the bullies at their own game -- Moaners, groaners and critics -- Perfectionists can be a pain -- Manipulating the manipulators -- Shifting the stubborn -- Morale, attitude and how was it for you? -- Fault-finders and nit-pickers -- Gossip: a bush fire you can do without -- The customer is always right : really? -- Complaints : we love them -- E-difficult@yourplace -- Social networking -- If things don't change they'll stay the same -- Dealing with conflict: 10 steps to cooling it -- And, finally, finally-- -- References -- Further reading. |
| SUMMARY |
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| Summary |
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. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Psychology, Industrial. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Interpersonal conflict. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical Heading |
Problem employees. |
| ELECTRONIC LOCATION AND ACCESS |
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| Uniform Resource Identifier |
https://uowd.box.com/s/afezpbnr4ti32pyi9u57kxzce241k1k9 |
| Public note |
Location Map |
| MAIN ENTRY--PERSONAL NAME |
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| -- |
61549 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| -- |
358 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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33047 |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
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| -- |
3668 |