Managing Difficult People: Effective Management Strategies for Handling Challenging Behaviour

Contents......Page 6
List of illustrations......Page 10
Preface......Page 12
Understanding difficult people......Page 14
Reading behind the behaviour......Page 16
Differentiating between work and home environments......Page 18
Planning and preparation......Page 19
Tackling the situation......Page 20
Feeling your confidence soar......Page 21
Case studies......Page 22
Action points......Page 23
Considering why you need to prepare......Page 24
Building your self-confidence......Page 25
Listening skills......Page 26
Linking body language......Page 28
Understanding the impact of environment......Page 29
Practising your skills......Page 31
Giving great feedback......Page 32
Recognising yourself......Page 33
Case studies......Page 34
Action points......Page 35
Introducing some examples of difficult behaviour......Page 36
Tackling aggression......Page 37
Coping with know-it-alls......Page 41
Teasing out the silent stance......Page 43
Distancing constant complainers......Page 44
Dealing with negativism......Page 45
Promoting decisions......Page 46
Case studies......Page 47
Action points......Page 48
Understanding why situations can be difficult......Page 49
Managing sexual harassment issues......Page 51
Managing appraisals......Page 53
Acknowledging relationships......Page 54
Delivering difficult messages......Page 55
Understanding the negative effects of good news......Page 56
Managing bullying and victimisation......Page 57
Case studies......Page 58
Action points......Page 59
Appreciating the customer's focus......Page 60
Caring for the customer......Page 61
Coping with the difficult customer on the phone......Page 62
Coping with the difficult customer by letter......Page 64
Coping with the difficult customer face-to-face......Page 69
Revising simple techniques......Page 70
Spreading the word......Page 71
Case studies......Page 72
Action points......Page 73
Understanding the staff/manager relationship......Page 74
Gaining help from the systems in use......Page 76
Talking the problem through......Page 77
Taking things further......Page 78
Identifying difficult groups......Page 79
Gaining back-up support......Page 80
Case studies......Page 81
Action points......Page 82
Looking within ourselves......Page 83
Handling conflict and anger......Page 85
Dealing with criticism......Page 86
Gaining management support......Page 87
Using peer group support......Page 88
Recognising the power games in action......Page 90
Case studies......Page 91
Action points......Page 92
Defining a difficult manager......Page 93
Thinking it through in an appropriate setting......Page 94
Meeting with your manager......Page 96
Taking things higher......Page 98
Getting out......Page 99
Case studies......Page 100
Action points......Page 101
Outlining the basics on teams......Page 102
Understanding the effects of a difficult team member......Page 103
Competing with others......Page 104
Dealing with difficult pairings......Page 105
Setting a team agenda......Page 106
Ensuring team feedback......Page 108
Maintaining a task orientation......Page 109
Celebrating team success......Page 110
Case studies......Page 111
Action points......Page 112
Accepting difficult people......Page 113
Recognising difficult people outside work......Page 114
Re-visiting the techniques......Page 115
Respecting others......Page 116
Understanding the importance of anger and conflict management......Page 117
Gaining confidence......Page 118
Case studies......Page 119
Action points......Page 120
Glossary......Page 121
Further reading......Page 123
Useful addresses......Page 124
F......Page 126
S......Page 127
W......Page 128