Dealing with Difficult People

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.

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A face fata cu persoanele dificile va va ajuta sa navigati pe batausi, pe culegatori, manipulatori si reclamanti care va innebunesc la locul de munca. Cu exemple de dialog, tehnici si sfaturi, acesta va va ajuta sa evitati situatiile oribile si sa va mentineti calmul. Prin intelegerea motivelor si comportamentelor individuale ale persoanelor dificile, puteti invata sa gestionati agresivitatea, sa reduceti stinghereala si sa ramaneti persoana mai buna.