Dealing With Difficult People - Couverture souple

Lilley, Roy C.

9780749460280: Dealing With Difficult People

Couverture souple

ISBN 10 : 0749460288 ISBN 13 : 9780749460280

Editeur : Kogan Page Ltd, 2010

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Pr�sentation de l'�diteur

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.

Biographie de l'auteur

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.

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