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The art and science of dealing with difficult people Cover Image Book Book

The art and science of dealing with difficult people / David Brown.

Brown, David, MCIPD. (Author).

Summary:

"In this simple and succinct guide, readers will find seven easy-to-understand principles that will build stronger relationships and foster more efficient communication in any work environment." - back cover.

Record details

  • ISBN: 9781616083632 (alk. paper)
  • ISBN: 1616083638 (alk. paper)
  • Physical Description: 128 p. : ill. ; 20 cm.
  • Publisher: New York : Skyhorse Pub., c2011.

Content descriptions

Bibliography, etc. Note:
Includes bibliographical references.
Formatted Contents Note:
Introduction -- Undertand what makes us tick -- Look in the mirror -- Step into their shoes -- Give difficult people a chance -- Use the right tool for the situation -- Develop your skills -- Resolve conflict effectively.

Search for related items by subject

Subject: Psychology, Industrial.
Interpersonal conflict.
Problem employees.

Available copies

  • 1 of 1 copy available at Decoda Literacy Library. (Show)

Holds

  • 0 current holds with 1 total copy.
Show Only Available Copies
Location Call Number / Copy Notes Barcode Shelving Location Holdable? Status Due Date
Decoda Literacy Library 650.13 B76 2011 (Text) 35410000045948 General Collection Volume hold Available -
► Summaries & More
▼ Additional Content
Introduction 8(2)
1 Understand what makes us tick
10(14)
1.1 Define what you mean by difficult
12(2)
1.2 Accept that we are all different
14(2)
1.3 Ensure communication is two-way
16(2)
1.4 Manage change
18(2)
1.5 Understand assertiveness
20(2)
1.6 Find the causes of discord
22(2)
2 Look in the mirror
24(10)
2.1 Develop your emotional intelligence
26(2)
2.2 Understand your own reactions
28(2)
2.3 Check your confidence levels
30(2)
2.4 Ask yourself "How do I look to others?"
32(2)
3 Step into their shoes
34(18)
3.1 First take off your own shoes
36(2)
3.2 Be specific
38(2)
3.3 Ask yourself how the are different from you
40(2)
3.4 Accept some differences
42(2)
3.5 Focus on what motivates
44(2)
3.6 Establish trust
46(2)
3.7 Allow for different cultures
48(2)
3.8 Tailor relationships to suit the need
50(2)
4 Give difficult people a chance
52(14)
4.1 Display leadership
54(2)
4.2 Define clear outcomes
56(2)
4.3 Define clear roles and measures
58(2)
4.4 Reward the right activities and results
60(2)
4.5 Reinforce appropriate behaviour
62(2)
4.6 Communicate with a clear purpose
64(2)
5 Use the right tool for the situation
66(22)
5.1 Dig out the data
68(2)
5.2 Diagnose the problem
70(2)
5.3 Decide if there is a task-related issue
72(2)
5.4 Form a psychological contract
74(4)
5.5 Use third-party feedback
78(1)
15.6 Use 360-degree feedback
78(2)
5.7 Create a common framework
80(2)
5.8 Promote dialogue
82(2)
5.9 Understand conflict
84(2)
5.10 Use psychometric prof iling
86(2)
6 Develop your skills
88(22)
6.1 Visualize success
90(2)
6.2 Give helpful feedback
92(2)
6.3 Encourage feedback from others
94(2)
6.4 Know the significance of body language
96(2)
6.5 Get results from meetings
98(2)
6.6 Look at timelines
100(2)
6.7 Get personal
102(2)
6.8 Share information
104(2)
6.9 Complain effectively
106(2)
6.10 Use both power and influence
108(2)
7 Resolve conflicts effectively
110(14)
7.1 Learn together
112(2)
7.2 Check your own qualities
114(2)
7.3 Check the situation
116(2)
7.4 Check if it's the other person
118(2)
7.5 Move forward together
120(2)
7.6 Keep working on the differences
122(2)
Jargon buster 124(2)
Further reading 126

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