If things don’t change they’ll stay the same There are four Cs in change 138 Dealing with difficult people through a period of change 140ĭealing with conflict: 10 steps to cooling it Meetings, bloody meetings! Technology 120 To meet or not to meet 121 Meetings-r-us 125 The five golden rules that make meetings productive 136 The customer is always right – really? Dealing with difficult customers 98 You want it when? 99 Avoiding trouble 99 The really, really, really, really difficult customer 100 Remind them how good you are 100 The screamer 101 Screaming about service 104 If a member of your staff blows a gasket 104 When the screamer is the boss 105 What’s winding them up 105 Dealing with very rude people without being very rude 106 Disguised rudeness 107Ĭomplaints: we love them Six steps to success 108
Gossip: a bush fire you can do without The answer to gossip problems 94 Prevention is better than cure 95 Morale, attitude and how was it for you? If you’re sick of the sick 86 Everyone having a sickie 87 Cliques, circles and witches’ covens 88įault-finders and nit-pickers If you have a nit-picker for a boss 90 Nit-picking colleagues 90 Shifting the stubborn When the customer knows best 83
Manipulating the manipulators If you’re being lined up to take the blame 77 Let’s do a deal 79 If you’re easily flattered 80 If you’re flattered by your staff 81 Perfectionists can be a pain What turns on a perfectionist 73 Rules are rules 74 the perfectionist boss 75 Moaners, groaners and critics Cold water torture 69 Try building alliances, coalitions and connections 70 Words you don’t want to hear 70 When critics turn the gun on themselves 71 Putting a bomb under the lazy ones Clock-watchers, rule-bookers and not invented here 59 If you are held back by an idle colleague 60 A boss who loiters 60 How you eat an elephant 61 The criminally lazy 62īeating the bullies at their own game The decibel dictator 64 When you can’t do anything right 64 When all else fails 65 The firework colleague 66 Handling aggressive people without getting thumped on the nose If an aggressive manager is trying to dump on your ideas 55 If you’re landed with a project that will never fly 56 If you’re being stabbed in the back 56 Massaging the egoist If the difficulty is an egomaniac boss 50 If the difficulty is an egoist working for you 51 The egomaniac colleague 52 Knocking the know-all 52 Staff to strangle Independent or stubborn? 41 When the big hand gets to twelve 42 Good bosses don’t pry – but they should try 44 Waving or drowning 44 finding out how good a boss you’ve been 48 Seriously difficult members of staff 48
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HF5548.8.L493 2006 650.1’3-dc22 2006014888 Typeset by Jean Cussons Typesetting, Diss, Norfolk Printed and bound in Great Britain by MPG Books Ltd, Bodmin, CornwallĪ short course in human relations Difficult, who me? 2Ī quick guide to the seven classically difficult types – or how to sound like an expert in the time it takes to drink a cup of coffee Recognise anyone? 6 First the diagnosis 15Ī fast-track guide to conflict and how to handle it What conflict is 23ĭealing with bosses who drive you barmy Mr angry 26 Never let them see you sweat 27Ĭolleagues to throttle Competition crazy 33 Rivals, antagonists and getting personal 34 It’s always the quiet ones 35 Dealing with difficult people / Roy Lilley. © Roy Lilley 2002, 2006 ISBN-10 0 7494 4751 6 ISBN-13 4751 9 British Library Cataloguing in Publication Data A CIP record for this book is available from the British Library Library of Congress Cataloging-in-Publication Data Lilley, Roy C. Enquiries concerning reproduction outside those terms should be sent to the publishers at the undermentioned addresses: Kogan Page Limited 120 Pentonville Road London N1 9JN United Kingdom Kogan Page US 525 South Street, #241 Philadelphia PA 19147 USA Dealing with Difficult People Third editionįor ATR, who deals with the most difficult person I know First published 2002 Reprinted 2002 (twice), 2003, 2004 (twice), 2005 Reissued in 2006 Reprinted 2006 Apart from any fair dealing for the purposes of research or private study, or criticism or review, as permitted under the Copyright, Designs and Patents Act 1988, this publication may only be reproduced, stored or transmitted, in any form or by any means, with the prior permission in writing of the publishers, or in the case of reprographic reproduction in accordance with the terms of licences issued by the Copyright Licensing Agency.
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