Cover image for Working with difficult people
Title:
Working with difficult people
Author:
Solomon, Muriel.
Personal Author:
Edition:
Revised and expanded.
Publication Information:
Paramus, NJ : Prentice Hall Press, [2002]

©2002
Physical Description:
xvi, 319 pages ; 23 cm
General Note:
Includes index.
Language:
English
ISBN:
9780735202917
Format :
Book

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Summary

Summary

Everyone's work day is filled with them--people who frustrate, impede, maneuver, undermine, plot, connive, and whine. This top communications consultant details specific techniques for handling all of them. Easy-to-follow scenarios for every situation are featured in this handy guide.


Author Notes

Muriel Solomon has been working in communications -- creating, organizing, coordinating, producing, motivating, and teaching -- for over 40 years


Table of Contents

Introductionp. XIII
Part 1 Dealing with Hostile or Angry People
Chapter 1 When Your Boss Is Belligerentp. 3
Computer Spiesp. 4
Browbeatersp. 6
Sadistsp. 8
Chapter 2 When Your Colleagues Are Belligerentp. 11
Raging Bullsp. 11
Tacklersp. 14
Enviersp. 16
Squelchersp. 18
Intimidatorsp. 19
Chapter 3 When Your Subordinates Are Belligerentp. 23
Bushwackersp. 23
Hotheadsp. 25
Revengersp. 28
Quittersp. 30
Part 2 Dealing with Pushy or Presumptuous People
Chapter 4 When Your Boss Is Arrogantp. 37
Usurpersp. 38
Fame Claimersp. 40
Blockersp. 42
Checklist for Offering Unsolicited Ideas and Proposalsp. 43
Chapter 5 When Your Colleagues Are Arrogantp. 45
Moochersp. 45
Battering Ramsp. 48
Zealotsp. 50
Competitorsp. 51
Chapter 6 When Your Subordinates Are Arrogantp. 55
Rule Bendersp. 56
Clansmenp. 58
Commandantsp. 60
Part 3 Dealing with Deceitful or Underhanded People
Chapter 7 When Your Boss Is Deceptivep. 65
Hypocritesp. 65
Welchersp. 68
Backpedalersp. 70
Forked Tonguesp. 72
Chapter 8 When Your Colleagues Are Deceptivep. 75
Brain-Pickersp. 75
Backstabbersp. 77
Underminersp. 80
Chapter 9 When Your Subordinates Are Deceptivep. 83
Saboteursp. 84
Foxesp. 86
Bluffersp. 88
Instigatorsp. 90
Part 4 Dealing with Shrewd or Manipulative People
Chapter 10 When Your Boss Is Exploitivep. 97
Whip-Crackersp. 98
Conniversp. 100
Camouflagersp. 102
Flatterersp. 105
Chapter 11 When Your Colleagues Are Exploitivep. 108
Spellbindersp. 108
Imposersp. 111
Duck and Diversp. 114
Operatorsp. 116
Chapter 12 When Your Subordinates Are Exploitivep. 119
Bootlickersp. 119
Snitchersp. 122
Rumor Mongersp. 124
Part 5 Dealing with Rude or Abrasive People
Chapter 13 When Your Boss Is Discourteousp. 129
Clodsp. 129
Ridiculersp. 132
Condescendersp. 133
Chapter 14 When Your Colleagues Are Discourteousp. 137
Interruptersp. 138
Left-Handed Complimentersp. 140
Insultersp. 142
Chapter 15 When Your Subordinates Are Discourteousp. 146
Free Spiritsp. 147
Snippy Talkersp. 149
Defiersp. 151
Needlersp. 153
Part 6 Dealing with Egotistical or Self-Centered People
Chapter 16 When Your Boss Is Self-Seekingp. 159
Talent Wastersp. 159
Brush-Offsp. 162
Neglectorp. 164
Show-Offsp. 166
Chapter 17 When Your Colleagues Are Self-Seekingp. 169
One-Uppersp. 169
Know-It-Allsp. 171
Pulley Operatorsp. 173
Chapter 18 When Your Subordinates Are Self-Seekingp. 176
Empire Buildersp. 176
Prima Donnasp. 179
Magnifiersp. 181
Part 7 Dealing with Procrastinating or Vacillating People
Chapter 19 When Your Boss Causes Delaysp. 187
Put-Offsp. 187
Helter-Skeltersp. 190
Overcommittersp. 193
Chameleonsp. 195
Chapter 20 When Your Colleagues Cause Delaysp. 198
Socializersp. 198
Perfectionistsp. 201
Dawdlersp. 204
Chapter 21 When Your Subordinates Cause Delaysp. 207
Checklist for Dealing with Procrastinatorsp. 208
Clockwatchersp. 210
Dudsp. 212
Rebelsp. 215
Part 8 Dealing with Rigid or Obstinate People
Chapter 22 When Your Boss Is Unbendingp. 221
Comma Countersp. 221
Inflexiblesp. 223
Pigheadsp. 226
Chapter 23 When Your Colleagues Are Unbendingp. 229
Killjoysp. 229
Chapter and Versersp. 231
Stiff-Necksp. 233
Chapter 24 When Your Subordinates Are Unbendingp. 236
Silent Screwupsp. 236
Stubborn Mulesp. 238
Clingersp. 241
Part 9 Dealing with Tight-Lipped or Taciturn People
Chapter 25 When Your Boss Is Uncommunicativep. 247
Icebergsp. 247
Clamsp. 250
Evadersp. 252
Chapter 26 When Your Colleagues Are Uncommunicativep. 254
Skepticsp. 254
Withholdersp. 256
Glarer-Starersp. 258
Chapter 27 When Your Subordinates Are Uncommunicativep. 260
Grinnersp. 260
Worrywartsp. 262
Tongue-Tiedsp. 265
Part 10 Dealing with Complaining or Critical People
Chapter 28 When Your Boss Is a Fault-Finderp. 271
Nitpickersp. 271
Checklist to Improve Your Listening Skills and Responsesp. 273
Guilt Ladlersp. 275
Hanging Judgesp. 277
Meat Grindersp. 279
Chapter 29 When Your Colleagues Are Fault-Findersp. 282
Squawkersp. 283
Supersensitivesp. 285
Checklist for Dealing with Supersensitivesp. 286
Wisecrackersp. 288
Wet Blanketsp. 290
Chapter 30 When Your Subordinates Are Fault-Findersp. 294
Blame Shiftersp. 295
Whinersp. 297
Self-Beratersp. 300
Martyrsp. 302
Summing It Upp. 305
26 Tactful Phrases to Help You Confront Difficult Peoplep. 305
10 Important Guidelines to Rememberp. 307
Indexp. 313