How to Deal With Difficult People by Hasson, Gill -- Read -- Imperial Library of Trantor

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Cover Title Page Copyright Introduction Part One: Dealing With Difficult People Chapter 1: Difficult People and Their Difficult Behaviour Openly hostile, aggressive behaviour Disguised hostility: Passive aggressive behaviour Passive behaviour Chapter 2: Is It You? Resigned, accepting responses Indirectly confrontational, hostile responses Direct, confrontational, hostile responses Blaming other people Is it you? Expectations, values and rights Positive expectations Begin again: Change how you respond to other people Your personal rights The role of self-esteem and confidence Building courage and confidence Chapter 3: Communicating With Difficult People Active listening Minimal encouragers Reflective listening Questions about feelings Identify and learn from good listeners Non-verbal communication Talking to difficult people Chapter 4: Standing Up to Difficult People How to be assertive Building the confidence to be more assertive Choosing how to respond Part Two: Putting It Into Practice Chapter 5: Dealing With Direct Hostility The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say Use tact and strength Chapter 6: Dealing With Indirect Hostility The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say Recognize the warning signs Refuse to engage Chapter 7: Dealing With Passive People The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say The difficulty Is it you? Your aim What to do and say Get them to participate and contribute Part Three When All Else Fails Chapter 8: Dealing With Impossible People Critical, impossible-to-please impossible people Persistently negative impossible people Drama queens Self-centred impossible people Bullies How to deal with impossible people Let them go and move on by focusing on what you have to gain Impossible people Conclusion Positive people About the Author Acknowledgements Index End User License Agreement

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