How to Communicate With "Difficult" People: A Survival Guide for the Office and Life

by Relph, Anne Kimbell; Wilson, Karen

• ISBN13: 9780595181414
• ISBN10: 0595181414
• Format: Paperback
• Copyright: 2001-04-01
• Publisher: Iuniverse Inc

Author Biography

Anne Kimbell has trained executives and middle managers in a number of major corporations and government agencies for twenty-five years Karen Wilson has more than twenty years experience as a professional speaker, trainer and performance coach for individuals and teams

Table of Contents

People Who Get Along with Others Get Promoted
"That No Good So-and-So! What Can He Be Thinking, Anyway?"	p. 1
What Makes People "Difficult?"	p. 2
Personality Styles	p. 3
How Can I Find Out What Type I Am?	p. 4
If You Are an "X" and I Am a "Y"--Can We Ever Get Along?	p. 5
How You Can Best Work with These Differences	p. 6
They Communicate Differently	p. 7
How to Be "Successful"	p. 9
What do I do If They Have a Different Mode?	p. 11
How to Reach a Kinesthetic	p. 14
"Jock Talk" vs. "Pretty Please"	p. 16
Men Talk vs. Women Talk	p. 18
"Women's" Language	p. 19
How To Talk To A Man	p. 20
How To Talk To A Woman	p. 21
Profanity and Sexual Language	p. 23
How to Diffuse--When to Use	p. 23
Ignore It	p. 24
Model a Better Way	p. 24
Confront It	p. 24
Shock Them	p. 25
Attitudes Communicate Loudly
Non-Verbal Behavior	p. 26
How to Make Your Non-Verbal Behavior Work for You	p. 27
Listening Skills	p. 29
Drawing the Other Person Out	p. 30
How to Win by Speaking up	p. 32
Assertiveness vs. Aggressiveness	p. 33
Difficult Areas	p. 34
A Quick Lesson in Assertiveness	p. 37
Practice Makes Perfect	p. 38
Signaling to Others That You are Going to Change Your Behavior	p. 39
Four Typical Office Situations with Suggested Assertive Approaches	p. 40
We have Conflicting Values
The "Significant Emotional Experience"	p. 44
Value Systems	p. 46
To Make Your Professional Image Shine, Polish it with "and"	p. 49
Reduce Defensiveness	p. 50
They Have Conflicting Goals	p. 52
Troublesome Types and How to Cope
Problem Solving--How to Do it	p. 55
The Uncommunicative Boss	p. 56
Pass-the-Buck Boss	p. 58
The Put-Down Artist	p. 61
Casper Milquetoast	p. 64
The Back Biter	p. 67
How Can You Cope	p. 69
Queen Bee	p. 71
Gossiper-Tattler	p. 73
Rudolf the Brown-Nosed Reindeer	p. 74
The Rival	p. 75
The Sex Pusher	p. 77
How to Know When it is None of Your Business
Who Owns this Problem?	p. 79
Defining the Problem	p. 80
Who is to Blame?	p. 82
It's Not My Monkey	p. 86
Permission to be Wrong	p. 88
The Balloon Technique	p. 89
Improve Your Coping Skills--Assignment	p. 92
Recommended Readings	p. I
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