Dealing with Difficult People
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
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Collins Business Secrets â Dealing With Difficult People
David Brown
Collins
A imprint of HarperCollinsPublishers Ltd. 1 London Bridge Street London SE1 9GF
First published in Great Britain in 2010 by HarperCollinsPublishers
Published in Canada by HarperCollinsCanada.www.harpercollins.ca
Published in Australia by HarperCollinsAustralia.www.harpercollins.com.au
Published in India by HarperCollinsPublishersIndia.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
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Source ISBN: 9780007346776
Ebook Edition © MAY 2010 ISBN: 9780007360390 Version: 2017-06-30
Table of Contents
Work successfully with difficult people
1.1 Define what you mean by difficult
1.2 Accept that we are all different
1.3 Ensure communication is two-way
1.6 Find the causes of discord
2.1 Develop your emotional intelligence
2.2 Understand your own reactions
2.3 Check your confidence levels
2.4 Ask yourself, âHow do I look to others?â
3.1 First take off your own shoes
3.3 Ask yourself how they are different to you
3.7 Allow for different cultures
3.8 Tailor relationships to suit the need
Give difficult people a chance
4.3 Define clear roles and measures
4.4 Reward the right activities and results
4.5 Reinforce appropriate behaviour
4.6 Communicate with a clear purpose
Use the right tool for the situation
5.3 Decide if there is a task-related issue
5.4 Form a psychological contract
5.10 Use psychometric profiling
6.3 Encourage feedback from others
6.4 Know the significance of body language
6.8 Share information with those around you
6.10 Use both power and influence
7.4 Check if itâs the other person
If someone is being difficult in a business situation, the end result is that individuals, teams or the organization as a whole will find it difficult to function effectively and be as successful as they otherwise might. This book gives you the skills to address difficult people and difficult situations.
I have been in many situations where someone has been widely considered âdifficultâ. It can make life frustrating and even deeply unpleasant. Whilst this book will offer you lots of tips about how to handle such people, we will also look a little deeper at what makes people difficult. You will be asked also to consider situations in which you might be the cause of difficult behaviour â I know that I have sometimes been considered to be the difficult one, when I was quite sure that others were being difficult!
Once you understand the root of the difficulty, you can work out a remedial strategy to suit the situation. This book captures 50 secrets presented in seven chapters that provide the key to you dealing with difficult people. You need to decide which tip will help you in which situation.
⢠Understand what makes us tick. If you are to manage difficult behaviour successfully, you need to understand behaviour! Consider what shapes our behaviour, what behaviours you can realistically expect to change â and what you canât.
⢠Look in the mirror. You may be the problem. This chapter helps you to understand yourself and to consider how you appear to others.
