TY  - BOOK
AU  - Brinkman,Rick
AU  - Kirschner,Rick
TI  - Dealing with difficult people: 24 lessons for bringing out the best in everyone 
SN  - 0071416412 (pbk.)
U1  - 302 
PY  - 2003///
CY  - N.Y.
PB  - McGraw-Hill
KW  - Interpersonal relations
KW  - Interpersonal communication
KW  - Psychology, Industrial
N1  - "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
ER  -