Table of Contents

• • Chapter - 01: A short course in human relations;
  • Chapter - 02: The seven classic difficult types;
  • Chapter - 03: A fast-track guide to conflict and how to handle it;
  • Chapter - 04: Dealing with bosses who drive you barmy;
  • Chapter - 05: Colleagues to throttle;
  • Chapter - 06: Staff to strangle;
  • Chapter - 07: Massaging the egoist;
  • Chapter - 08: Handling aggressive people without getting thumped on the nose;
  • Chapter - 09: Putting a bomb under the lazy ones;
  • Chapter - 10: Beating the bullies at their own game;
  • Chapter - 11: Moaners, groaners and critics;
  • Chapter - 12: Perfectionists can be a pain;
  • Chapter - 13: Manipulating the manipulators;
  • Chapter - 14: Shifting the stubborn;
  • Chapter - 15: Morale, attitude and how was it for you?;
  • Chapter - 16: Fault-finders and nit-pickers;
  • Chapter - 17: Gossip: a bush fire you can do without;
  • Chapter - 18: The customer is always right – really?;
  • Chapter - 19: Complaints: we love them;
  • Chapter - 20: e-difficult@yourplace;
  • Chapter - 21: Social networking;
  • Chapter - 22: If things don’t change they’ll stay the same;
  • Chapter - 23: Dealing with conflict: 10 steps to cooling it;
  • Chapter - 24: And, finally, finally...

About the Author

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.