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Dealing with Difficult People [electronic resource].
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| 자료유형 | E-Book |
|---|---|
| 개인저자 | Lilley, Roy. |
| 서명/저자사항 | Dealing with Difficult People[electronic resource]. |
| 판사항 | 2nd ed. |
| 발행사항 | London : Kogan Page, 2013. |
| 형태사항 | 1 online resource (168 p.) |
| 총서사항 | Creating Success |
| ISBN | 9780749466954 (electronic bk.) 0749466952 (electronic bk.) |
| 일반주기 |
What can you do to protect yourself from cyber-bullying?
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| 서지주기 | Includes bibliographical references. |
| 내용주기 | About this book; What else will you find ...?; 1 A short course in human relations; Difficult, who me?; 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; 3 A fast-track guide to conflict and how to handle it; What conflict is; 4 Dealing with bosses who drive you barmy; Mr Angry; Never let them see you sweat; 5 Colleagues to throttle; Competition crazy; Rivals, antagonists and getting personal; It's always the quiet ones; 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; 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; 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. 9 Putting a bomb under the lazy onesClock-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; 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; 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; 12 Perfectionists can be a pain; What turns on a perfectionist; Rules are rules. The perfectionist boss13 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; 14 Shifting the stubborn; When the customer knows best; 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; 16 Fault-finders and nit-pickers; If you have a nit-picker for a boss; Nit-picking colleagues; 17 Gossip: a bush fire you can do without; The answer to gossip problems; Prevention is better than cure. 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; 19 Complaints: we love them; Six steps to success; 20 e-difficult@yourplace; 21 Social Networking; A word to the wise; Cyberbullying -- what is it?; Poor management; It's just too easy. |
| 요약 | 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. |
| 일반주제명 | Employee motivation. Psychology, Industrial. Interpersonal conflict. Problem employees. BUSINESS & ECONOMICS / Human Resources & Personnel Management. BUSINESS & ECONOMICS / Workplace Culture. |
| 언어 | 영어 |
| 기타형태 저록 | Print version:Lilley, RoyDealing with Difficult PeopleLondon : Kogan Page, c20139780749466947 |
| 대출바로가기 | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=522423 |
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