Collins Business Secrets – Dealing With Difficult People
David Brown
Collins
A imprint of HarperCollinsPublishers Ltd. 1 London Bridge Street London SE1 9GF
First published in Great Britain in 2010 by HarperCollinsPublishers
Published in Canada by HarperCollinsCanada. www.harpercollins.ca
Published in Australia by HarperCollinsAustralia. www.harpercollins.com.au
Published in India by HarperCollinsPublishersIndia. www.harpercollins.co.in
Copyright © HarperCollinsPublishers 2010
SECRETS and BUSINESS SECRETS are trademarks of HarperCollinsPublishers
David Brown asserts the moral right to be identified as the author of this work
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Source ISBN: 9780007346776
Ebook Edition © MAY 2010 ISBN: 9780007360390
Version: 2017-06-30
Table of Contents
Work successfully with difficult people
1.1 Define what you mean by difficult
1.2 Accept that we are all different
1.3 Ensure communication is two-way
1.6 Find the causes of discord
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?”
3.1 First take off your own shoes
3.3 Ask yourself how they are different to you
3.7 Allow for different cultures
3.8 Tailor relationships to suit the need
Give difficult people a chance
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
Use the right tool for the situation
5.3 Decide if there is a task-related issue