Title Dealing with Difficult People, 4/e (Creating Success Series)
Subtitle Fast, Effective Strategies for Handling Problem People
Author Roy Lilley
ISBN 9780749486419
List price GBP 9.99
Price outside India Available on Request
Original price
Binding Paperback
No of pages 176
Book size 140 x 216 mm
Publishing year 2019
Original publisher Kogan Page Limited
Published in India by .
Exclusive distributors Viva Books Private Limited
Sales territory India, Sri Lanka, Bangladesh, Pakistan, Nepal, .
Status New Arrival
About the book Send Enquiry


Dealing with Difficult People 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. Updated for 2019, this 4th edition of the best-selling Dealing with Difficult People features practical exercises, useful templates, and top tips 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.

The Creating Success series of books...

Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you’ll make fast progress, quickly reach your goals and create lasting success in your career.


Key features:

  • Features example scripts so you’re never stuck for what to say, as well as quick fire escapes and negotiation tools, ensuring you keep your cool at home and at work
  • Is part of the bestselling Creating Success series, which has sold over 1,000,000 copies and contains practical advice on essential and value-adding work skills to help you develop your career
  • Is written by the highly respected speaker and broadcaster Roy Lilley and has sold over 50,000 copies over the past editions
  • Features free download: ‘Values & Beliefs’ worksheet


About this book

Chapter 1: A short course in human relations • Difficult, who me?

Chapter 2: The seven classic difficult types • Recognize anyone? • First, the diagnosis

Chapter 3: Dealing with difficult bosses • The angry boss • Never let them see you sweat

Chapter 4: Dealing with difficult colleagues • Competition crazy • Rivals, antagonists and getting personal • It’s always the quiet ones

Chapter 5: Dealing with difficult staff • Independent or stubborn? • When the big hand gets to 12 • Good bosses don’t pry — but they should try • Waving or drowning • Finding out how good a boss you’ve been • Seriously difficult members of staff

Chapter 6: Massaging the egoist • If the difficulty is an egomaniac boss • If the difficulty is an egoist working for you • The egomaniac colleague • Knocking the know-all

Chapter 7: Handling aggressive people • If an aggressive manager is trying to dump on your ideas • If you’re landed with a project that will never fly • If you’re being stabbed in the back

Chapter 8: Dealing with laziness • Clock-watchers, rule-bookers and not invented here • If you are held back by an idle colleague • A boss who loiters • How you eat an elephant • The exceptionally lazy

Chapter 9: Beating the bullies at their own game • The decibel dictator • When all else fails • The firework colleague

Chapter 10: Moaners, groaners and critics • Cold water torture • Try building alliances, coalitions and connections • When critics turn the gun on themselves

Chapter 11: Perfectionists can be a pain • What motivates a perfectionist • Rules are rules • The perfectionist boss

Chapter 12: Manipulating the manipulators • If you’re being lined up to take the blame • Let’s do a deal • If you’re easily flattered • If you’re flattered by your staff

Chapter 13: Morale, attitude and how was it for you? • If you’re sick of the sick • Everyone having a sickie • Cliques

Chapter 14: Fault-finders and nit-pickers • If you have a nit-picker for a boss • Nit-picking colleagues

Chapter 15: Gossip: a bush fire you can do without • The answer to gossip problems • Prevention is better than cure

Chapter 16: The customer is always right – really? • Dealing with difficult customers • You want it when? • Avoiding trouble • The really, really, really, really difficult customer • Remind them how good you are • The screamer • If a member of your staff blows a gasket • When the screamer is the boss • Dealing with very rude people without being very rude • Disguised rudeness

Chapter 17: Complaints: we love them • Six steps to success

Chapter 18: e-difficult@yourplace

Chapter 19: Social networking • A word to the wise • Cyberbullying — what is it? • Poor management • It’s just too easy • What can you do to protect yourself from cyberbullying? • You are not alone • What does the law tell us? • What should you do if you are bullied — electronically or face to face • Ten tips to prevent online bullying on Facebook

Chapter 20: If things don’t change they’ll stay the same • There are four Cs in change • Dealing with difficult people through a period of change

Chapter 21: A fast-track guide to conflict and how to handle it • What conflict is • Dealing with conflict: 10 steps to cooling it

Chapter 22: And, finally, finally...

How to motivate the sales team


Further reading

About the Author:

Roy Lilley is an established writer, broadcaster and commentator on health and social issues, speaking at conferences and seminars throughout the UK and overseas. He is a former NHS Trust Chairman and writes for The Guardian, The Sunday Times, The Daily Telegraph and other national papers and management magazines.

Target Audience:

This book will teach you 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. You can learn to manage aggression, reduce awkwardness and remain the better person.



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