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040			_aDLC
082	0	0	_a650.1/3
100	1		_aLilley, Roy _961549
245	1	0	_aDealing with difficult people / _cRoy Lilley.
250			_a2nd ed.
260			_aPhiladelphia, Pa. : _bKogan Page, _c2013.
300			_axiv, 146 p ; _c22 cm.
500			_aIncludes bibliographical references.
505	0		_aAbout 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.
520			_aMoaners, 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.
650		0	_aPsychology, Industrial. _9358
650		0	_aInterpersonal conflict. _933047
650		0	_aProblem employees. _93668
856			_uhttps://uowd.box.com/s/afezpbnr4ti32pyi9u57kxzce241k1k9 _zLocation Map
942			_cREGULAR _2ddc