TY  - BOOK
AU  - Lilley, Roy
TI  - Dealing with difficult people
T2  - Creating success
SN  - 0749475595
PY  - 2016///
CY  - London
PB  - Kogan Page
KW  - Interpersonal relations
KW  - Psychology, Industrial
KW  - Problem employees
N2  - 9780749475598; Includes bibliographical references and index; This book will help you navigate the bullies, nit-pickers, manipulators and complainers who drive you mad at work. With example dialogue, techniques and tips, it will help you avoid horrible situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This text provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy
ER  -