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.
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'A readable psycho babble-free analysis of how to get the best out of others, and a practical guide to dealing with the hostile language they sometimes use...If you want to get better at turning difficult situations to your advantage, this is the book for you.' www.morgagestrategy.co.uk. '...sets out to identify and understand awkward and challenging behaviours - and shows you how to manage them...A book well worth reading.' Books for Business, Editors Choice: Institute of Directors Magazine, June 2010. Books for Business, Editors Choice: Institute of Directors Magazine, June 2010. 'I loved that he kept the focus on the reader, in a wholesome way.' Rrishi Raote, Business Standard.
From the Author
Brain surgery - easy; rocket science - a walk in the park; air traffic control - simple! I doubt very much if any brain surgeon, rocket scientist or air traffic controller would agree with me on this, but I believe that managing people and particularly difficult ones, is the hardest job in the world. No one shows you what to do; there are very few training programmes, and most people believe it is just something you can or can't do.
Frederick the Great once said - `The more I get to know people, the more I love my dog.' For most of us, managing dogs is not an option, we have to manage people be they our staff, our customers, our colleagues or our nearest and dearest. The reason it's such a hard job, is that every human being is different. Just because you successfully manage one in a particular way, does not mean to say you'll be successful with others. Humans are the most complex and complicated pieces of equipment you'll ever have to deal with. Many of them have similarities but every one of them is different and they all work in a slightly different way. They are totally driven by their emotions and are unlikely to respond to any logical argument.
I spent fifteen years as a manager dealing with staff and customers and I have the bruises to prove it. I understand the real challenge of managing difficult people and I've written this book to make life a little bit easier for others. There is no magic formula here, only some proven techniques for managing yourself and managing difficult people. If you gain a better understanding of yourself, build your confidence and use the techniques, then you'll make your life a whole lot easier.
Frederick the Great once said - `The more I get to know people, the more I love my dog.' For most of us, managing dogs is not an option, we have to manage people be they our staff, our customers, our colleagues or our nearest and dearest. The reason it's such a hard job, is that every human being is different. Just because you successfully manage one in a particular way, does not mean to say you'll be successful with others. Humans are the most complex and complicated pieces of equipment you'll ever have to deal with. Many of them have similarities but every one of them is different and they all work in a slightly different way. They are totally driven by their emotions and are unlikely to respond to any logical argument.
I spent fifteen years as a manager dealing with staff and customers and I have the bruises to prove it. I understand the real challenge of managing difficult people and I've written this book to make life a little bit easier for others. There is no magic formula here, only some proven techniques for managing yourself and managing difficult people. If you gain a better understanding of yourself, build your confidence and use the techniques, then you'll make your life a whole lot easier.
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8 of 8 people found the following review helpful
By L. Young
Format:Paperback
Initially I wasn't too sure how this book would help me manage the difficult people I come into contact with. But this is an excellent book offering lots of straight forward practical advice.It's easy to read and is written by someone who has obviously "been there".
There are lots of useful anecdotes explaining how the author dealt with his own difficult situations.It also shows how to be better at `fire prevention' rather than `fire fighting'
I particularly liked the chapters on the six programmes of behaviour and how to be more assertive. It describes lots of practical actions to take when dealing with customers, colleagues or your boss.
Definitely recommend you buy it!
There are lots of useful anecdotes explaining how the author dealt with his own difficult situations.It also shows how to be better at `fire prevention' rather than `fire fighting'
I particularly liked the chapters on the six programmes of behaviour and how to be more assertive. It describes lots of practical actions to take when dealing with customers, colleagues or your boss.
Definitely recommend you buy it!
3 of 3 people found the following review helpful
By Heathen
Format:Paperback
In my line of work, I come across several 'difficult' types.. I often deal with people who just seem cantankerous for no reason.. such situations always leave me feeling stressed and down.. I decided to get this book on the recommendation of a friend and boy am I glad I did.. the writing flows which meant it was easy for me to read and absorb the knowledge being passed on.. I found the examples very useful and have already started to put some of the tips into practice - with good results!.. this book is going to remain on my shelf, right next to my computer in case I ever need some emergency guidance!
Listmania!
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