A01=Roy Lilley
assertiveness skills
Author_Roy Lilley
Category=KJP
Category=VSC
communication in the workplace
communication skills
conflict management techniques
conflict resolution
cooperation skills
coping with negativity at work
Customer Service
dealing with demanding customers
dealing with difficult coworkers
Dealing with Difficult People
dealing with workplace bullies
defusing conflict
difficult conversations
emotional control
emotional intelligence
eq_bestseller
eq_business-finance-law
eq_isMigrated=1
eq_isMigrated=2
eq_nobargain
eq_non-fiction
eq_self-help
handling conflict professionally
handling criticism
handling difficult people
handling manipulation
improving workplace culture
Internal communications
interpersonal skills
Kogan Page
leadership communication
managing complainers
managing conflict at work
managing customer conflict
managing difficult employees
managing stress at work
managing workplace behavior
managing workplace tension
Peace-making
people management
people skills book
practical workplace guide
problem people at work
professional behavior
professional relationships
Roy Lilley
Sickies
staying calm under pressure
staying professional
Subordinates
team conflict resolution
teamwork and collaboration
understanding difficult personalities
work psychology
workplace communication
Workplace conflict
workplace harmony
workplace performance
workplace relationships
workplace resilience
workplace self-management
workplace success
Product details
- ISBN 9781398621602
- Weight: 216g
- Dimensions: 138 x 216mm
- Publication Date: 03 May 2025
- Publisher: Kogan Page Ltd
- Publication City/Country: GB
- Product Form: Paperback
Secure
checkout
Fast Shipping
Easy returns
Some people make work harder than it needs to be - but you don't have to let them. Learn how to handle anyone with calm, confidence and control.
From pushy bosses to negative colleagues and demanding customers, difficult behaviour can throw you off balance. But when you know what drives people to act the way they do, you can turn conflict into cooperation.
Dealing with Difficult People shows you how to manage bullies, manipulators and complainers with practical techniques and real-life examples. Updated for today's workplaces, this sixth edition by Roy Lilley helps you defuse tension, stay professional and get the best out of even the toughest personalities.
Roy Lilley is an established writer, broadcaster and commentator on health and social issues, speaking at conferences and seminars throughout the UK and overseas. He regularly contributes to The Today Programme, Newsnight, the Midnight Hour, BBC News 24, and BBC Radio Five Live. He writes for The Guardian, The Sunday Times, The Telegraph and other national papers and management periodicals. He is based in Surrey, UK.
