Dealing With Difficult People

by Osborne, Christina

• ISBN13: 9780789484123
• ISBN10: 0789484129
• Format: Paperback
• Copyright: 2002-03-20
• Publisher: DK Publishing, Inc.

Summary

Packed with essential tips for today's competitive business world, these low-priced paperbacks are ideal for anyone interested in improving their business skills. Perfect for the briefcase or portfolio, these four new guides in the Essential Managers series are ideal for experienced or novice managers in companies both large and small. Having sold more than 2 million copies worldwide, these books are relevant to every work environment. Concise treatment of dozens of techniques, skills, and methods make Essential Managers the most accessible guide to business available.

Table of Contents

Introduction	4	(2)
Understanding Difficult People
Identifying Difficult People	6	(2)
Knowing How People are Different	8	(2)
Thinking About People's Motivation	10	(2)
Understanding the Dynamics	12	(2)
Observing Difficult People	14	(4)
Assessing Your Options
Planning to Overcome Problems	18	(2)
Avoiding Confrontation	20	(2)
Being Assertive	22	(2)
Confronting Difficult People	24	(2)
Helping Difficult People Through Change	26	(2)
Knowing When to stop	28	(2)
Working for Cooperation
Preparing for Cooperation	30	(2)
Preparing for Difficult Situations	32	(2)
Managing for Cooperation	34	(2)
Handling Poor Performance	36	(2)
Being Objective	38	(2)
Questioning and Listening	40	(4)
Communicating Nonverbally	44	(2)
Exploring Solutions	46	(2)
Negotiating Solutions	48	(2)
Agreeing on a Solution	50	(2)
Dealing with Conflict
Managing Your Own Responses	52	(2)
Taking the Heat Out of the Situation	54	(2)
Setting Ground Rules	56	(2)
Working Through Conflict	58	(4)
Using Mediation	62	(2)
Learning for the Next Time	64	(2)
Assessing Your Ability	66	(4)
Index	70	(2)
Acknowledgments	72