Dealing with Difficult People

Lilley, Roy (Author).

Record details

General Note:	What can you do to protect yourself from cyber-bullying?
Bibliography, etc. Note:	Includes bibliographical references.
Formatted Contents Note:	18 The customer is always right -- really?Dealing with difficult customers; You want it when?; Avoiding trouble; The really, really, really, really difficult customer; Remind them how good you are; The screamer; Screaming about service; If a member of your staff blows a gasket; When the screamer is the boss; What's winding them up; Dealing with very rude people without being very rude; Disguised rudeness; 19 Complaints: we love them; Six steps to success; 20 e-difficult@yourplace; 21 Social Networking; A word to the wise; Cyberbullying -- what is it?; Poor management; It's just too easy.
Summary, etc.:	Moaners, fault finders, manipulators - these are just a few examples of the difficult people we put up with at work. However by understanding their motives and individual behaviours you can learn to manage aggression, avoid awkward situations and keep your cool. This second edition of the best-selling Dealing with Difficult People includes a brand new chapter on dealing with difficult people in the digital sphere. It provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, advice on beating bullies at their own game and how to.
Source of Description Note:	Description based on print version record.