9780735202917

Working With Difficult People

by
  • ISBN13:

    9780735202917

  • ISBN10:

    0735202915

  • Edition: Revised
  • Format: Paperback
  • Copyright: 2002-03-01
  • Publisher: Prentice Hall Press

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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 xiii
Part One Dealing with Hostile or Angry People
When Your Boss Is Belligerent
3(8)
Computer Spies
4(2)
Browbeaters
6(2)
Sadists
8(3)
When Your Colleagues Are Belligerent
11(12)
Raging Bulls
11(3)
Tacklers
14(2)
Enviers
16(2)
Squelchers
18(1)
Intimidators
19(4)
When Your Subordinates Are Belligerent
23(14)
Bushwackers
23(2)
Hotheads
25(3)
Revengers
28(2)
Quitters
30(7)
Part Two Dealing with Pushy or Presumptuous People
When Your Boss Is Arrogant
37(8)
Usurpers
38(2)
Fame Claimers
40(2)
Blockers
42(1)
Checklist For Offering Unsolicited Ideas and Proposals
43(2)
When Your Colleagues Are Arrogant
45(10)
Moochers
45(3)
Battering Rams
48(2)
Zealots
50(1)
Competitors
51(4)
When Your Subordinates Are Arrogant
55(10)
Rule Benders
56(2)
Clansmen
58(2)
Commandants
60(5)
Part Three Dealing with Deceitful or Underhanded People
When Your Boss Is Deceptive
65(10)
Hypocrites
65(3)
Welchers
68(2)
Backpedalers
70(2)
Forked Tongues
72(3)
When Your Colleagues Are Deceptive
75(8)
Brain-Pickers
75(2)
Backstabbers
77(3)
Underminers
80(3)
When Your Subordinates Are Deceptive
83(14)
Saboteurs
84(2)
Foxes
86(2)
Bluffers
88(2)
Instigators
90(7)
Part Four Dealing with Shrewd or Manipulative People
When Your Boss Is Exploitive
97(11)
Whip-Crackers
98(2)
Connivers
100(2)
Camouflagers
102(3)
Flatterers
105(3)
When Your Colleagues Are Exploitive
108(11)
Spellbinders
108(3)
Imposers
111(3)
Duck and Divers
114(2)
Operators
116(3)
When Your Subordinates Are Exploitive
119(10)
Bootlickers
119(3)
Snitchers
122(2)
Rumor Mongers
124(5)
Part Five Dealing with Rude or Abrasive People
When Your Boss Is Discourteous
129(8)
Clods
129(3)
Ridiculers
132(1)
Condescenders
133(4)
When Your Colleagues Are Discourteous
137(9)
Interrupters
138(2)
Left-Handed Complimenters
140(2)
Insulters
142(4)
When Your Subordinates Are Discourteous
146(13)
Free Spirits
147(2)
Snippy Talkers
149(2)
Defiers
151(2)
Needlers
153(6)
Part Six Dealing with Egotistical or Self-Centered People
When Your Boss Is Self-Seeking
159(10)
Talent Wasters
159(3)
Brush-Offs
162(2)
Neglector
164(2)
Show-Offs
166(3)
When Your Colleagues Are Self-Seeking
169(7)
One-Uppers
169(2)
Know-It-Alls
171(2)
Pulley Operations
173(3)
When Your Subordinates Are Self-Seeking
176(11)
Empire Builders
176(3)
Prima Donnas
179(2)
Magnifiers
181(6)
Part Seven Dealing with Procrastinating or Vacillating People
When Your Boss Causes Delays
187(11)
Put-Offs
187(3)
Helter-Skelters
190(3)
Overcommitters
193(2)
Chameleons
195(3)
When Your Colleagues Cause Delays
198(9)
Socializers
198(3)
Perfectionists
201(3)
Dawdlers
204(3)
When Your Subordinates Cause Delays
207(14)
Checklist For Dealing with Procrastinators
208(2)
Clockwatchers
210(2)
Duds
212(3)
Rebels
215(6)
Part Eight Dealing with Rigid or Obstinate People
When Your Boss Is Unbending
221(8)
Comma Counters
221(2)
Inflexibles
223(3)
Pigheads
226(3)
When Your Colleagues Are Unbending
229(7)
Killjoys
229(2)
Chapter and Versers
231(2)
Stiff-Necks
233(3)
When Your Subordinates Are Unbending
236(11)
Silent Screwups
236(2)
Stubborn Mules
238(3)
Clingers
241(6)
Part Nine Dealing with Tight-Lipped or Taciturn People
When Your Boss Is Uncommunicative
247(7)
Icebergs
247(3)
Clams
250(2)
Evaders
252(2)
When Your Colleagues Are Uncommunicative
254(6)
Skeptics
254(2)
Withholders
256(2)
Glarer-Starers
258(2)
When Your Subordinates Are Uncommunicative
260(11)
Grinners
260(2)
Worrywarts
262(3)
Tongue-Tieds
265(6)
Part Ten Dealing with Complaining or Critical People
When Your Boss Is a Fault-Finder
271(11)
Nitpickers
271(2)
Checklist to Improve Your Listening Skills and Responses
273(2)
Guilt Ladlers
275(2)
Hanging Judges
277(2)
Meat Grinders
279(3)
When Your Colleagues Are Fault-Finders
282(12)
Squawkers
283(2)
Supersensitives
285(1)
Checklist for Dealing with Supersensitives
286(2)
Wisecrackers
288(2)
Wet Blankets
290(4)
When Your Subordinates Are Fault-Finders
294(11)
Blame Shifters
295(2)
Whiners
297(3)
Self-Beraters
300(2)
Martyrs
302(3)
Summing It Up 305(8)
26 Tactful Phrases to Help You Confront Difficult People
305(2)
10 Important Guidelines to Remember
307(6)
Index 313

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