Dealing with Difficult People
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David Brown. Dealing with Difficult People
Collins Business Secrets – Dealing With Difficult People. David Brown
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Table of Contents
Work successfully with difficult people
Understand what makes us tick
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
Look in the mirror
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?”
Step into their shoes
3.1 First take off your own shoes
3.2 Be specific
3.3 Ask yourself how they are different to you
3.4 Accept some differences
3.5 Focus on what motivates
3.6 Establish trust
3.7 Allow for different cultures
3.8 Tailor relationships to suit the need
Give difficult people a chance
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
Use the right tool for the situation
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 framework
5.8 Promote dialogue
5.9 Understand conflict
5.10 Use psychometric profiling
Develop your skills
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 with those around you
6.9 Complain effectively
6.10 Use both power and influence
Resolve conflicts effectively
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 differences
Jargon Buster. 360-degree feedback
Assertive
Behaviour
Change curve
Culture
Emotional intelligence
Empathy
Force field analysis
Internal customer
Johari’s window
Kinesthetic
Measures of success
NLP
Outcomes
Personality
Psychological contract
SMART targets
Strategy
Style
Timelines
Transactional Analysis (TA)
Values
Win Win
Further Reading
Useful websites
About the Author
Author’s Note
About the Publisher
Отрывок из книги
Cover Page
Title Page
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5.1 Dig out the data
5.2 Diagnose the problem
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