Dealing with difficult people can make life impossible. The workplace is
inhabited by a wide variety of people and it can sometimes be difficult to
get on with them as well as get on with your work. However by understanding
difficult people and the things they do, the problematic situations and
awkward issues can be resolved.Dealing with Difficult People looks at
individual behaviour, what drives it and how to cope with it. Roy Lilley
covers every angle including: recognizing the seven types of difficult
person, what conflict is and how to handle it, handling aggressive people,
motivating lazy colleagues, dealing with difficult customers and handling
complaints.A practical, accessible book, it is essential reading for
managers looking to improve performance, sales people looking to win more
business and for anyone who has to deal with difficult colleagues or the
public.