The art and science of dealing with difficult people (eBook, 2011) [WorldCat.org]
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The art and science of dealing with difficult people

Author: David Brown, (Business coach)
Publisher: New York : Skyhorse Pub., ©2011.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
Provides seven principles for developing stronger relationships and fostering better communication skills in any working environment.
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Brown, David, MCIPD.
Art and science of dealing with difficult people.
New York : Skyhorse Pub., ©2011
(DLC) 2011031807
(OCoLC)711051859
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: David Brown, (Business coach)
ISBN: 9781616083632 1616083638 9781441698513 1441698515 9781628731569 1628731567
OCLC Number: 798562348
Description: 1 online resource : illustrations
Contents: 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.
Responsibility: David Brown.

Abstract:

Provides seven principles for developing stronger relationships and fostering better communication skills in any working environment.

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