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Dealing with Difficult People

Dealing with Difficult People

Dealing with Difficult People

Author: Roy Lilley
Publisher: Kogan Page
ISBN: 9780749456603
Published In: January 2010
Format: Paperback , 160 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

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An international best-seller that looks at difficult behaviour, what drives it and how to cope with it, it gives guidance on handling conflict, aggression, lazy staff and difficult customers.

Dealing with difficult people can make life impossible. The workplace is inhabited by a wide variety of people and it can sometimes be difficult to get on with them as well as get on with your work. However by understanding difficult people and the things they do, the problematic situations and awkward issues can be resolved.

Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. Roy Lilley covers every angle including: recognizing the seven types of difficult person, what conflict is and how to handle it, handling aggressive people, motivating lazy colleagues, dealing with difficult customers and handling complaints.

A practical, accessible book, it is essential reading for managers looking to improve performance, sales people looking to win more business and for anyone who has to deal with difficult colleagues or the public.
Roy Lilley

Roy Lilley is a well-known a well know author who writes regularly in the nation press and magazines and commentates regularly for TV and Radio. He is a former NHS Trust Chairman and has written over 25 books on health, management and social issues.

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