Working with Difficult People

by Solomon, Muriel

• ISBN13: 9780139573828
• ISBN10: 0139573828
• Edition: 1st
• Format: Hardcover
• Copyright: 1990-10-01
• Publisher: Pearson P T R

Summary

Everyone's work day is filled with them--people who frustrate, impede, maneuver, undermine, plot, connive, and whine. This top communications consultant details specific techniques for handling all of them. Easy-to-follow scenarios for every situation are featured in this handy guide.

Author Biography

Muriel Solomon has been working in communications -- creating, organizing, coordinating, producing, motivating, and teaching -- for over 40 years

Table of Contents

Introduction	p. XIII
Dealing with Hostile or Angry People
When Your Boss Is Belligerent	p. 3
Computer Spies	p. 4
Browbeaters	p. 6
Sadists	p. 8
When Your Colleagues Are Belligerent	p. 11
Raging Bulls	p. 11
Tacklers	p. 14
Enviers	p. 16
Squelchers	p. 18
Intimidators	p. 19
When Your Subordinates Are Belligerent	p. 23
Bushwackers	p. 23
Hotheads	p. 25
Revengers	p. 28
Quitters	p. 30
Dealing with Pushy or Presumptuous People
When Your Boss Is Arrogant	p. 37
Usurpers	p. 38
Fame Claimers	p. 40
Blockers	p. 42
Checklist for Offering Unsolicited Ideas and Proposals	p. 43
When Your Colleagues Are Arrogant	p. 45
Moochers	p. 45
Battering Rams	p. 48
Zealots	p. 50
Competitors	p. 51
When Your Subordinates Are Arrogant	p. 55
Rule Benders	p. 56
Clansmen	p. 58
Commandants	p. 60
Dealing with Deceitful or Underhanded People
When Your Boss Is Deceptive	p. 65
Hypocrites	p. 65
Welchers	p. 68
Backpedalers	p. 70
Forked Tongues	p. 72
When Your Colleagues Are Deceptive	p. 75
Brain-Pickers	p. 75
Backstabbers	p. 77
Underminers	p. 80
When Your Subordinates Are Deceptive	p. 83
Saboteurs	p. 84
Foxes	p. 86
Bluffers	p. 88
Instigators	p. 90
Dealing with Shrewd or Manipulative People
When Your Boss Is Exploitive	p. 97
Whip-Crackers	p. 98
Connivers	p. 100
Camouflagers	p. 102
Flatterers	p. 105
When Your Colleagues Are Exploitive	p. 108
Spellbinders	p. 108
Imposers	p. 111
Duck and Divers	p. 114
Operators	p. 116
When Your Subordinates Are Exploitive	p. 119
Bootlickers	p. 119
Snitchers	p. 122
Rumor Mongers	p. 124
Dealing with Rude or Abrasive People
When Your Boss Is Discourteous	p. 129
Clods	p. 129
Ridiculers	p. 132
Condescenders	p. 133
When Your Colleagues Are Discourteous	p. 137
Interrupters	p. 138
Left-Handed Complimenters	p. 140
Insulters	p. 142
When Your Subordinates Are Discourteous	p. 146
Free Spirits	p. 147
Snippy Talkers	p. 149
Defiers	p. 151
Needlers	p. 153
Dealing with Egotistical or Self-Centered People
When Your Boss Is Self-Seeking	p. 159
Talent Wasters	p. 159
Brush-Offs	p. 162
Neglector	p. 164
Show-Offs	p. 166
When Your Colleagues Are Self-Seeking	p. 169
One-Uppers	p. 169
Know-It-Alls	p. 171
Pulley Operators	p. 173
When Your Subordinates Are Self-Seeking	p. 176
Empire Builders	p. 176
Prima Donnas	p. 179
Magnifiers	p. 181
Dealing with Procrastinating or Vacillating People
When Your Boss Causes Delays	p. 187
Put-Offs	p. 187
Helter-Skelters	p. 190
Overcommitters	p. 193
Chameleons	p. 195
When Your Colleagues Cause Delays	p. 198
Socializers	p. 198
Perfectionists	p. 201
Dawdlers	p. 204
When Your Subordinates Cause Delays	p. 207
Checklist for Dealing with Procrastinators	p. 208
Clockwatchers	p. 210
Duds	p. 212
Rebels	p. 215
Dealing with Rigid or Obstinate People
When Your Boss Is Unbending	p. 221
Comma Counters	p. 221
Inflexibles	p. 223
Pigheads	p. 226
When Your Colleagues Are Unbending	p. 229
Killjoys	p. 229
Chapter and Versers	p. 231
Stiff-Necks	p. 233
When Your Subordinates Are Unbending	p. 236
Silent Screwups	p. 236
Stubborn Mules	p. 238
Clingers	p. 241
Dealing with Tight-Lipped or Taciturn People
When Your Boss Is Uncommunicative	p. 247
Icebergs	p. 247
Clams	p. 250
Evaders	p. 252
When Your Colleagues Are Uncommunicative	p. 254
Skeptics	p. 254
Withholders	p. 256
Glarer-Starers	p. 258
When Your Subordinates Are Uncommunicative	p. 260
Grinners	p. 260
Worrywarts	p. 262
Tongue-Tieds	p. 265
Dealing with Complaining or Critical People
When Your Boss Is a Fault-Finder	p. 271
Nitpickers	p. 271
Checklist to Improve Your Listening Skills and Responses	p. 273
Guilt Ladlers	p. 275
Hanging Judges	p. 277
Meat Grinders	p. 279
When Your Colleagues Are Fault-Finders	p. 282
Squawkers	p. 283
Supersensitives	p. 285
Checklist for Dealing with Supersensitives	p. 286
Wisecrackers	p. 288
Wet Blankets	p. 290
When Your Subordinates Are Fault-Finders	p. 294
Blame Shifters	p. 295
Whiners	p. 297
Self-Beraters	p. 300
Martyrs	p. 302
Summing It Up	p. 305
26 Tactful Phrases to Help You Confront Difficult People	p. 305
10 Important Guidelines to Remember	p. 307
Index	p. 313
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