Front cover image for The art and science of dealing with difficult people

The art and science of dealing with difficult people

Provides seven principles for developing stronger relationships and fostering better communication skills in any working environment
eBook, English, ©2011
Skyhorse Pub., New York, ©2011
1 online resource : illustrations
9781616083632, 9781441698513, 9781628731569, 1616083638, 1441698515, 1628731567
798562348
Cover; Halftitle; Author; Title Page; Contents; Introduction; 1.1 Define what you mean by difficult; 1.2 Accept that we are all different; 1.3 Ensure communication is two-way; 1.4 Manage change; 1.5 Understand assertiveness; 1.6 Find the causes of discord; 1 Understand what makes us tick; 2.1 Develop your emotional intelligence; 2.2 Understand your own reactions; 2.3 Check your confidence levels; 2.4 Ask yourself, "How do I look to others?"; 2 Look in the mirror; 3.1 First take off your own shoes; 3.2 Be specific; 3.3 Ask yourself how they are different from you; 3.4 Accept some differences. 3.5 Focus on what motivates3.6 Establish trust; 3.7 Allow for different cultures; 3.8 Tailor relationships to suit the need; 3 Step into their shoes; 4.1 Display leadership; 4.2 Define clear outcomes; 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; 4 Give difficult people a chance; 5.1 Dig out the data; 5.2 Diagnose the problem; 5.3 Decide if there is a task-related issue; 5.4 Form a psychological contract; 5.5 Use third-party feedback; 5.6 Use 360-degree feedback. 5.7 Create a common framework5.8 Promote dialogue; 5.9 Understand conflict; 5.10 Use psychometric profiling; 5 Use the right tool for the situation; 6.1 Visualize success; 6.2 Give helpful feedback; 6.3 Encourage feedback from others; 6.4 Know the significance of body language; 6.5 Get results from meetings; 6.6 Look at timelines; 6.7 Get personal; 6.8 Share information; 6.9 Complain effectively; 6.10 Use both power and influence; 6 Develop your skills; 7.1 Learn together; 7.2 Check your own qualities; 7.3 Check the situation; 7.4 Check if it's the other person; 7.5 Move forward together. 7.6 Keep working on the differences7 Resolve conflicts effectively; Jargon buster; Further reading