MARC record from Internet Archive

LEADER: 03578cam 2200493Ma 4500
001 ocn465368270
003 OCoLC
005 20220326000147.0
008 091012s2010 enk 001 0 eng
040 $aUKM$beng$cUKM$dYDXCP$dUKMGB$dOCLCQ$dCAUOI$dLIQ$dOCLCF$dOCLCO$dOCLCQ$dZH7$dOL$
015 $aGBA9A9232$2bnb
016 7 $a015415651$2Uk
020 $a9781845283919$q(pbk.)
020 $a1845283910$q(pbk.)
035 $a(OCoLC)465368270
050 4 $aHF5549.5.E42$bF35 2010
082 04 $a658.3045$222
100 1 $aFairweather, Alan.
245 10 $aHow to manage difficult people :$bproven strategies for dealing with challenging behaviour at work /$cAlan Fairweather.
260 $aOxford :$bHow To Books,$c2010.
300 $ax, 196 pages ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
500 $aIncludes index.
505 0 $aThere's no such thing as difficult people -- If you don't like the programme--change it! -- Build a better frame of mind -- Prevention is better than cure -- Choose to be assertive -- The power of persuasion -- Strategies for success.
520 $aDealing 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. REVIEWS: '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. AUTHOR BIOG: Alan Fairweather worked in sales and customer service and did the job of a manager for fifteen successful years. He is very much aware that, in our job and our personal life, we often face apparently rude, impatient and aggressive people. He now spends his time running seminars and workshops, developing skills on how to handle problem people and situations and come out of it with increased confidence and improved results.
504 $aIncludes index.
650 0 $aProblem employees.
650 0 $aPersonnel management.
650 7 $aPersonnel management.$2fast$0(OCoLC)fst01058797
650 7 $aProblem employees.$2fast$0(OCoLC)fst01077874
938 $aYBP Library Services$bYANK$n3900328
029 1 $aAU@$b000045456859
029 1 $aCBK$b120874237
029 1 $aNOK$b1845283910
029 1 $aNZ1$b13796898
029 1 $aUKBOR$b120874237
029 1 $aUKDEL$b120874237
029 1 $aUKTLS$b120874237
029 1 $aUNITY$b120874237
029 1 $aUKMGB$b015415651
994 $aZ0$bP4A
948 $hNO HOLDINGS IN P4A - 78 OTHER HOLDINGS