Dealing with Difficult People (Creating Success)

3,17 valoración promedio
( 120 valoraciones por GoodReads )
 
9780749466947: Dealing with Difficult People (Creating Success)
Críticas:

"Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance." ( Business Executive)

"The essential guide to coping with people problems. Packed with hints, tips and warnings of potential hazards." ( OS Magazine)

Reseña del editor:

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.

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Edición internacional

1.

Lilley, Roy
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Paperback Cantidad: > 20
Edición internacional
Librería
US_Superfast_Bookstore
(New Castle, DE, Estados Unidos de America)
Valoración
[?]

Descripción Paperback. Estado de conservación: New. This is an International Edition Brand New Paperback Same Title Author and Edition as listed. ISBN and Cover design differs. Similar Contents as U.S Edition. Standard Delivery within 6-14 business days ACROSS THE GLOBE. We can ship to PO Box address in US. International Edition Textbooks may bear a label "Not for sale in the U.S. or Canada" or "For sale in Asia only" or similar restrictions- printed only to discourage students from obtaining an affordable copy. US Court has asserted your right to buy and use International edition. Access code/CD may not provided with these editions. We may ship the books from multiple warehouses across the globe including Asia depending upon the availability of inventory. Printed in English. Customer satisfaction guaranteed. Nº de ref. de la librería OS9780749466947

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2.

Roy Lilley
Editorial: KOGAN PAGE INDIA PRIVATE LIMITED (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Cantidad: 20
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BookVistas
(New Delhi, DELHI, India)
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Descripción KOGAN PAGE INDIA PRIVATE LIMITED, 2013. Estado de conservación: New. Nº de ref. de la librería VIVA-9780749466947

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3.

Roy Lilley
Editorial: Kogan Page India Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Cantidad: 20
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Books in my Basket
(New Delhi, India)
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Descripción Kogan Page India Private Limited, 2013. N.A. Estado de conservación: New. Nº de ref. de la librería 325307

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4.

Roy Lilley
Editorial: KOGAN PAGE INDIA PRIVATE LIMITED (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Cantidad: 20
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A - Z Books
(New Delhi, DELHI, India)
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Descripción KOGAN PAGE INDIA PRIVATE LIMITED, 2013. Estado de conservación: New. Nº de ref. de la librería VIVA-9780749466947

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5.

Roy Lilley
Editorial: Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Softcover Cantidad: > 20
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BookVistas
(New Delhi, DELHI, India)
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Descripción Kogan Page/Viva Books Private Limited, 2013. Softcover. Estado de conservación: New. 2nd edition. 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: ? what conflict is and how to handle it ? coping with aggressive people ? motivating lazy colleagues ? dealing with difficult customers ? handling complaints ? beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations ? Difficult, who me? Chapter 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 ? Recognize anyone? ? First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it ? What conflict is Chapter 4: Dealing with bosses who drive you barmy ? Mr Angry ? Never let them see you sweat Chapter 5: Colleagues to throttle ? Competition crazy ? Rivals, antagonists and getting personal ? It?s always the quiet ones Chapter 6: Staff to strangle ? Independent or stubborn? ? When the big hand gets to 12 ? Good bosses don?t pry - but they should try ? Waving or drowning ? Finding out how good a boss you?ve been ? Seriously difficult members of staff Chapter 7: Massaging the egoist ? If the difficulty is an egomaniac boss ? If the difficulty is an egoist working for you ? The egomaniac colleague ? Knocking the know-all Chapter 8: Handling aggressive people without getting thumped on the nose ? If an aggressive manager is trying to dump on your ideas ? If you?re landed with a project that will never fly ? If you?re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones ? Clock-watchers, rule-bookers and not invented here ? If you are held back by an idle colleague ? A boss who loiters ? How you eat an elephant ? The criminally lazy Chapter 10: Beating the bullies at their own game ? The decibel dictator ? When you can?t do anything right ? When all else fails ? The firework colleague Chapter 11: Moaners, groaners and critics ? Cold water torture ? Try building alliances, coalitions and connections ? Words you don?t want to hear ? When critics turn the gun on themselves Chapter 12: Perfectionists can be a pain ? What turns on a perfectionist ? Rules are rules ? The perfectionist boss Chapter 13: Manipulating the manipulators ? If you?re being lined up to take the blame ? Let?s do a deal ? If you?re easily flattered ? If you?re flattered by your staff Chapter 14: Shifting the stubborn ? When the customer knows best Chapter 15: Morale, attitude and how was it for you? ? If you?re sick of the sick ? Everyone having a sickie ? Cliques, circles and witches? covens Chapter 16: Fault-finders and nit-pickers ? If you have a nit-picker for a boss ? Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without ? The answer to gossip problems ? Prevention is better than cure Chapter 18: The customer is always right - really? ? Dealing with difficult customers ? You want it when? ? Avoiding trouble ? The really, really, really, really difficult customer ? Remind them how good you are ? The screamer ? Screaming about service ? If a member of your staff blows a gasket ? When the screamer is the boss ? What?s winding them up ? Dealing with very rude people without being very rude ? Disguised rudeness Chapter 19: Complaints: we love them ? Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking ? A word to the wise ? Cyberbullying - what is it Printed Pages: 168. Nº de ref. de la librería 87340

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6.

Roy Lilley
Editorial: Kogan Page/Viva Books Private Limited (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Softcover Cantidad: > 20
Librería
A - Z Books
(New Delhi, DELHI, India)
Valoración
[?]

Descripción Kogan Page/Viva Books Private Limited, 2013. Softcover. Estado de conservación: New. 2nd edition. 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. In this second edition of the best-selling Dealing with Difficult People, Roy Lilley covers every angle, including: • what conflict is and how to handle it • coping with aggressive people • motivating lazy colleagues • dealing with difficult customers • handling complaints • beating bullies at their own game Now including a brand new chapter on dealing with difficult people on social networks, it provides the tools and techniques you need to get the best out of the worst. Contents: Chapter 1: A short course in human relations • Difficult, who me? Chapter 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 • Recognize anyone? • First the diagnosis Chapter 3: A fast-track guide to conflict and how to handle it • What conflict is Chapter 4: Dealing with bosses who drive you barmy • Mr Angry • Never let them see you sweat Chapter 5: Colleagues to throttle • Competition crazy • Rivals, antagonists and getting personal • It’s always the quiet ones Chapter 6: Staff to strangle • Independent or stubborn? • When the big hand gets to 12 • Good bosses don’t pry - but they should try • Waving or drowning • Finding out how good a boss you’ve been • Seriously difficult members of staff Chapter 7: Massaging the egoist • If the difficulty is an egomaniac boss • If the difficulty is an egoist working for you • The egomaniac colleague • Knocking the know-all Chapter 8: Handling aggressive people without getting thumped on the nose • If an aggressive manager is trying to dump on your ideas • If you’re landed with a project that will never fly • If you’re being stabbed in the back Chapter 9: Putting a bomb under the lazy ones • Clock-watchers, rule-bookers and not invented here • If you are held back by an idle colleague • A boss who loiters • How you eat an elephant • The criminally lazy Chapter 10: Beating the bullies at their own game • The decibel dictator • When you can’t do anything right • When all else fails • The firework colleague Chapter 11: Moaners, groaners and critics • Cold water torture • Try building alliances, coalitions and connections • Words you don’t want to hear • When critics turn the gun on themselves Chapter 12: Perfectionists can be a pain • What turns on a perfectionist • Rules are rules • The perfectionist boss Chapter 13: Manipulating the manipulators • If you’re being lined up to take the blame • Let’s do a deal • If you’re easily flattered • If you’re flattered by your staff Chapter 14: Shifting the stubborn • When the customer knows best Chapter 15: Morale, attitude and how was it for you? • If you’re sick of the sick • Everyone having a sickie • Cliques, circles and witches’ covens Chapter 16: Fault-finders and nit-pickers • If you have a nit-picker for a boss • Nit-picking colleagues Chapter 17: Gossip: a bush fire you can do without • The answer to gossip problems • Prevention is better than cure Chapter 18: The customer is always right - really? • Dealing with difficult customers • You want it when? • Avoiding trouble • The really, really, really, really difficult customer • Remind them how good you are • The screamer • Screaming about service • If a member of your staff blows a gasket • When the screamer is the boss • What’s winding them up • Dealing with very rude people without being very rude • Disguised rudeness Chapter 19: Complaints: we love them • Six steps to success Chapter 20: e-difficult@yourplace Chapter 21: Social Networking • A word to the wise • Cyberbullying - what is it P. Nº de ref. de la librería 87340

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7.

Lilley, Roy
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Paperback Cantidad: > 20
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BargainBookStores
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Descripción Paperback. Estado de conservación: New. This item is printed on demand. Item doesn't include CD/DVD. Nº de ref. de la librería 6386408

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8.

Roy Lilley
Editorial: Kogan Page Ltd, United Kingdom (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Paperback Cantidad: 10
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The Book Depository
(London, Reino Unido)
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Descripción Kogan Page Ltd, United Kingdom, 2013. Paperback. Estado de conservación: New. 2nd Revised edition. 214 x 138 mm. Language: English . Brand New Book ***** Print on Demand *****.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. Nº de ref. de la librería APC9780749466947

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9.

Roy Lilley
Editorial: Kogan Page Ltd, United Kingdom (2013)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Paperback Cantidad: 10
Impresión bajo demanda
Librería
The Book Depository US
(London, Reino Unido)
Valoración
[?]

Descripción Kogan Page Ltd, United Kingdom, 2013. Paperback. Estado de conservación: New. 2nd Revised edition. 214 x 138 mm. Language: English . Brand New Book ***** Print on Demand *****. 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. Nº de ref. de la librería APC9780749466947

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10.

Lilley, Roy
Editorial: Kogan Page (2017)
ISBN 10: 0749466944 ISBN 13: 9780749466947
Nuevos Paperback Cantidad: 20
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Librería
Murray Media
(North Miami Beach, FL, Estados Unidos de America)
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Descripción Kogan Page, 2017. Paperback. Estado de conservación: New. This item is printed on demand. Nº de ref. de la librería 0749466944

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