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

Alan Fairweather
4.3 out of 5 stars  See all reviews (3 customer reviews)
RRP: 10.99
Price: 9.78 & FREE Delivery in the UK on orders over 10. Details
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Book Description

15 Feb 2010
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.

Frequently Bought Together

How to Manage Difficult People: Proven strategies for dealing with challenging behaviour at work + Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities (Perfect Phrases) + Water Off a Duck's Back: How to Deal with Frustrating Situations, Awkward, Exasperating and Manipulative People and... Keep Smiling!
Price For All Three: 28.76

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Product details

  • Paperback: 208 pages
  • Publisher: How To Books (15 Feb 2010)
  • Language: English
  • ISBN-10: 1845283910
  • ISBN-13: 978-1845283919
  • Product Dimensions: 23.3 x 15 x 1.4 cm
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Bestsellers Rank: 148,073 in Books (See Top 100 in Books)
  • See Complete Table of Contents

More About the Author

Alan Fairweather, The Motivation Doctor, is an International Speaker and Author.
For the past nineteen years he has been developing the talents of Managers, Sales and Customer Service people and turning them into consistent top performers.

He delivers seminars and learning events worldwide to people working in: Banks, Retail Stores, Hotels, Real Estate, Telecommunications, Insurance, Call Centers, Beer Wine and Soft Drinks, Electrical Appliances, Semiconductors, Pharmaceuticals and Engineering.

He spent 23 years in Sales and Management.

His Books:
'How to be a Motivational Manager' - 'How to Manage Difficult People' - 'How to Make Sales When You Don't Like Selling'

Alan's books are designed to help business owners and managers, build motivated teams who generate more customers and more sales.

Discover how to motivate customers, motivate staff, motivate yourself - http://bit.ly/fGgBhF

Product Description

Review

'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.

Book Description

This book shows you how to identify and understand awkward and challenging behaviours in others, and how to manage them. --This text refers to an alternate Paperback edition.

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index
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Customer Reviews

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Most Helpful Customer Reviews
8 of 8 people found the following review helpful
5.0 out of 5 stars Excellent, easy to read and practical 15 April 2010
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!
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4 of 4 people found the following review helpful
4.0 out of 5 stars It works ! 21 May 2010
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!
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4.0 out of 5 stars a great gift to a s***e boss 28 Feb 2014
Format:Paperback|Verified Purchase
some great advice for managers who really dont have a clue. I also found it very handy to hit the boss when the advice doesn't work
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