Dealing with difficult people : 24 lessons for bringing out the best in everyone / Rick Brinkman, Rick Kirschner.
By: Brinkman, Rick.
Contributor(s): Kirschner, Rick [(j.a.)].Series: McGraw-Hill professional education. Publisher: N.Y. : McGraw-Hill, c2003Description: ix, 48 p. ; 23 cm.ISBN: 0071416412 (pbk.).Subject(s): Interpersonal relations | Interpersonal communication | Psychology, IndustrialDDC classification: 302
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|Main Collection||Taylor's Library-TU||302 BRI (Browse shelf)||1||Available||GENLS,GENLS,03,GR||5000010667|
"The employee handbook for enhancing corporate performance" - Cover.
Dealing with difficult people. - Recognize the 10 most unwanted behaviors. - Choose your approach. - Understand the four intents. - Understand the first intent: get it done. - Understand the second intent: get it right. - Understand the third intent: get along. Understand the fourth intent: get appreciated. - Recognize the results of threatened intents. - Reduce differences. - Listen to understand. - Reach a deeper understanding. - Speak to be understood. - Project and expect the best. - Bring out the best in the Tank. - Bring out the best in the Sniper. - Bring out the best in the Know-It-All. - Bring out the best in the Think-They-Know-It-All. - Bring out the best in the Grenade. - Bring the best in the Yes Person. - Bring out the best in the Maybe Person. - Bring out the best in the Nothing Person. - Bring out the best in the No Person. - Bring out the best in the Whiner. - Take the first three action steps.