Dealing with Difficult People

Dealing with Difficult People
David Brown

The tricks that experts and top professionals use to overcome difficult people.Get results fast with this quick, easy guide to the fundamentals of Dealing with Difficult PeopleIncludes how to:• Understand the different types of troublemakers• Stay calm and firm when other people can’t• Deal with difficult bosses, direct reports, and colleagues• Create win-win scenarios• Develop productive relationships with people you don’t like

Collins Business Secrets – Dealing With Difficult People

David Brown

Copyright (#ulink_97d6b7c1-d9a0-5706-bb1d-dae62b373850)

Collins

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First published in Great Britain in 2010 by HarperCollinsPublishers

Published in Canada by HarperCollinsCanada.www.harpercollins.ca (http://www.harpercollins.ca/)

Published in Australia by HarperCollinsAustralia.www.harpercollins.com.au (http://www.harpercollins.com.au/)

Published in India by HarperCollinsPublishersIndia.www.harpercollins.co.in (http://www.harpercollins.co.in/)

Copyright © HarperCollinsPublishers 2010

SECRETS and BUSINESS SECRETS are trademarks of HarperCollinsPublishers

David Brown asserts the moral right to be identified as the author of this work

A catalogue record for this book is available from the British Library

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Source ISBN: 9780007346776

Ebook Edition © MAY 2010 ISBN: 9780007360390

Version: 2017-06-30

Table of Contents

Cover Page (#ua41a744f-20ad-57a7-b08e-20c2be3fe3e8)

Title Page (#u586478f4-53e1-59a3-9702-acf63a1e8273)

Copyright (#ufd3333e6-b048-530b-ad36-e0b104b6f9c8)

Work successfully with difficult people (#u592d8d29-8f12-538c-9d57-832fd2325624)

Understand what makes us tick (#ua357dd76-2689-5c06-9e93-3144e3422ede)

1.1 Define what you mean by difficult (#udbc4b0d6-4a49-5cea-abad-c283495f77e2)

1.2 Accept that we are all different (#u39256fda-f619-580a-b9e5-7e1cc6566fbd)

1.3 Ensure communication is two-way (#uc181fa27-0c43-5dfe-bbd6-08b81753ee4d)

1.4 Manage change (#u481af63e-c6be-5f36-8224-5e1f2be307cf)

1.5 Understand assertiveness (#u1fa7145c-dd93-5d07-ab0f-7413813d3d50)

1.6 Find the causes of discord (#ue28d0932-27b3-585a-9c1e-f485fadb2d06)

Look in the mirror (#u4a4f4be9-e53c-575d-a49f-d89c598d61ff)

2.1 Develop your emotional intelligence (#u73e6609e-6119-54c1-974b-15649201043a)

2.2 Understand your own reactions (#ub9f2516c-3cc5-505f-9c6c-2e014e811f6b)

2.3 Check your confidence levels (#ua3347e01-efa9-5041-b664-f8bb7d2869f7)

2.4 Ask yourself, “How do I look to others?” (#uefd2cc9a-8042-50bd-8f5c-045ecf28ac62)

Step into their shoes (#litres_trial_promo)

3.1 First take off your own shoes (#litres_trial_promo)

3.2 Be specific (#litres_trial_promo)

3.3 Ask yourself how they are different to you (#litres_trial_promo)

3.4 Accept some differences (#litres_trial_promo)

3.5 Focus on what motivates (#litres_trial_promo)

3.6 Establish trust (#litres_trial_promo)

3.7 Allow for different cultures (#litres_trial_promo)

3.8 Tailor relationships to suit the need (#litres_trial_promo)

Give difficult people a chance (#litres_trial_promo)

4.1 Display leadership (#litres_trial_promo)

4.2 Define clear outcomes (#litres_trial_promo)