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Index
TITLE PAGE
COPYRIGHT
DEDICATION
CONTENTS
INTRODUCTION
PART ONE | Dealing with Hostile or Angry People
CHAPTER 1 | WHEN YOUR BOSS IS BELLIGERENT
NARCISSISTS
BULLIES
RUTHLESS MONSTERS
CHAPTER 2 | WHEN YOUR COLLEAGUES ARE BELLIGERENT
RAGING BULLS
TACKLERS
CYBERBULLIES
ENVIERS
INTIMIDATORS
CHAPTER 3 | WHEN YOUR SUBORDINATES ARE BELLIGERENT
AMBUSHERS
HOTHEADS
REVENGERS
QUITTERS
PART TWO | Dealing with Pushy or Presumptuous People
CHAPTER 4 | WHEN YOUR BOSS IS ARROGANT
DICTATORS
FAME CLAIMERS
BLOCKERS
CHECKLIST FOR OFFERING UNSOLICITED IDEAS AND PROPOSALS
CHAPTER 5 | WHEN YOUR COLLEAGUES ARE ARROGANT
MOOCHERS
CRUSHERS
KNEE-JERKERS
COMPETITORS
CHAPTER 6 | WHEN YOUR SUBORDINATES ARE ARROGANT
RULE BENDERS
CLANSMEN
COMMANDANTS
PART THREE | Dealing with Deceitful or Underhanded People
CHAPTER 7 | WHEN YOUR BOSS IS DECEPTIVE
HYPOCRITES
WEASELS
BACKPEDALERS
FORKED TONGUES
CHAPTER 8 | WHEN YOUR COLLEAGUES ARE DECEPTIVE
BRAIN-PICKERS
BACKSTABBERS
UNDERMINERS
CHAPTER 9 | WHEN YOUR SUBORDINATES ARE DECEPTIVE
SABOTEURS
FOXES
BLUFFERS
INSTIGATORS
PART FOUR | Dealing with Shrewd or Manipulative People
CHAPTER 10 | WHEN YOUR BOSS IS EXPLOITIVE
SLAVE DRIVERS
CONNIVERS
CAMOUFLAGERS
FLATTERERS
CHAPTER 11 | WHEN YOUR COLLEAGUES ARE EXPLOITIVE
IMPOSERS
DUCK AND DIVERS
OPERATORS
CHAPTER 12 | WHEN YOUR SUBORDINATES ARE EXPLOITIVE
BOOTLICKERS
SNITCHERS
RUMORMONGERS
PART FIVE | Dealing with Rude or Abrasive People
CHAPTER 13 | WHEN YOUR BOSS IS DISCOURTEOUS
CLODS
RIDICULERS
CONDESCENDERS
CHAPTER 14 | WHEN YOUR COLLEAGUES ARE DISCOURTEOUS
INTERRUPTERS
LEFT-HANDED COMPLIMENTERS
INSULTERS
CHAPTER 15 | WHEN YOUR SUBORDINATES ARE DISCOURTEOUS
FREE SPIRITS
SNIPPY TALKERS
DEFIERS
NEEDLERS
PART SIX | Dealing with Egotistical or Self-Centered People
CHAPTER 16 | WHEN YOUR BOSS IS SELF-SEEKING
TALENT WASTERS
BRUSH-OFFS
NEGLECTERS
SHOW-OFFS
CHAPTER 17 | WHEN YOUR COLLEAGUES ARE SELF-SEEKING
ONE-UPPERS
KNOW‑IT‑ALLS
SMASHERS
CHAPTER 18 | WHEN YOUR SUBORDINATES ARE SELF-SEEKING
EMPIRE BUILDERS
PRIMA DONNAS
MAGNIFIERS
PART SEVEN | Dealing with Procrastinating or Vacillating People
CHAPTER 19 | WHEN YOUR BOSS CAUSES DELAYS
PUT-OFFS
HELTER-SKELTERS
OVERCOMMITTERS
CHAMELEONS
CHAPTER 20 | WHEN YOUR COLLEAGUES CAUSE DELAYS
SOCIALIZERS
PERFECTIONISTS
DAWDLERS
CHAPTER 21 | WHEN YOUR SUBORDINATES CAUSE DELAYS
CHECKLIST FOR DEALING WITH PROCRASTINATORS
CLOCK-WATCHERS
DUDS
REBELS
PART EIGHT | Dealing with Rigid or Obstinate People
CHAPTER 22 | WHEN YOUR BOSS IS UNBENDING
COMMA COUNTERS
INFLEXIBLES
PIGHEADS
CHAPTER 23 | WHEN YOUR COLLEAGUES ARE UNBENDING
KILLJOYS
CHAPTER AND VERSERS
STIFF-NECKS
CHAPTER 24 | WHEN YOUR SUBORDINATES ARE UNBENDING
SILENT SCREWUPS
STUBBORN MULES
CLINGERS
PART NINE | Dealing with Tight-Lipped or Uncommunicative People
CHAPTER 25 | WHEN YOUR BOSS IS UNCOMMUNICATIVE
ICEBERGS
CLAMS
EVADERS
CHAPTER 26 | WHEN YOUR COLLEAGUES ARE UNCOMMUNICATIVE
SKEPTICS
WITHHOLDERS
GLARER-STARERS
CHAPTER 27 | WHEN YOUR SUBORDINATES ARE UNCOMMUNICATIVE
GRINNERS
WORRYWARTS
TONGUE-TIEDS
PART TEN | Dealing with Complaining or Critical People
CHAPTER 28 | WHEN YOUR BOSS IS A FAULTFINDER
NITPICKERS
CHECKLIST TO IMPROVE YOUR LISTENING SKILLS AND RESPONSES
GUILT LADLERS
HANGING JUDGES
MEAT GRINDERS
CHAPTER 29 | WHEN YOUR COLLEAGUES ARE FAULTFINDERS
SQUAWKERS
SUPERSENSITIVES
CHECKLIST FOR DEALING WITH SUPERSENSITIVES
WISECRACKERS
WET BLANKETS
CHAPTER 30 | WHEN YOUR SUBORDINATES ARE FAULTFINDERS
BLAME SHIFTERS
WHINERS
SELF-BERATERS
MARTYRS
SUMMING IT UP
26 TACTFUL PHRASES TO HELP YOU CONFRONT DIFFICULT PEOPLE
WHEN YOU DISAGREE:
WHEN YOU’RE INTERRUPTED:
WHEN YOU RUN INTO A BUZZ SAW:
WHEN YOU’RE BEING PRESSURED:
WHEN YOU REPRIMAND:
WHEN YOU WANT TO EXPRESS YOUR ANGER:
WHEN YOU WANT TO CLEAR UP CONFUSION:
10 IMPORTANT GUIDELINES TO REMEMBER
ABOUT THE AUTHORS
INDEX
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