How to Manage Difficult People: Proven strategies for dealing with challenging behaviour at work

by Alan Fairweather

Dealing with difficult customers, colleagues, uncooperative staff, a manipulative boss - or an irritating neighbour - is a challenge many people face on a day-to-day basis. People in business are now under extreme pressure to make things happen, get more sales and turn a profit. This constant pressure or fear can make people difficult to deal with. This book shows you how to identify and understand awkward and challenging behaviours and how to manage them. It shows you how to:
• Defuse and deal with difficult customers, both on the phone and face to face
• Manage problems with colleagues in the workplace
• Handle difficult day-to-day interactions with any of the people we come into contact with at work
• Identify and manage behaviours which can turn a person into a 'problem'
• Improve necessary listening and communication skills
• Use the 6 step Programs of Behaviour to build better relationships
• Increase self-confidence and develop rapport building skills
• Use the 6 step Strategies for Success to produce effective outcomes.

Genres: Business, Nonfiction

208 pages, Paperback

First published August 15, 2010

Reviews

[Pedro · Rating 2 out of 5]

Empieza muy bien, pero acaba siendo un manual de cómo lidiar con clientes estafados (cómo seguir engañándolos). Truquis de la señorita Pepis para atención al cliente. Ahorraos los tres últimos capítulos.

[Sumit Ghosh · Rating 4 out of 5]

Very good book!!!

[Nishalini Shan · Rating 3 out of 5]

I loved the earlier part of the book... the introduction was very interesting and inviting. How ever, in the middle part it got abit boring. But all the examples given were good.

Its really amazing how psychology can be applied to manage every aspect of our life and make it better. Topics discussed are relatable.

As i told before, i was really impressed by the authors writing skills at the beginning of the book, i didn't even want to put it down until i have absorbed all the information that he has to offer.

Many beautiful quotes, and I'm going to take down some points for safekeeping.

[Lucinda Nonhebel · Rating 5 out of 5]

Brilliant: from start to finish. It's the best business/self-help book I have read! :-)

[Nurul Huda · Rating 4 out of 5]

Good read, lots of practical strategies.