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      Collins

      A imprint of HarperCollinsPublishers Ltd. 1 London Bridge Street London SE1 9GF

       www.harpercollins.co.uk

      First published in Great Britain in 2010 by HarperCollinsPublishers

      Published in Canada by HarperCollinsCanada. www.harpercollins.ca

      Published in Australia by HarperCollinsAustralia. www.harpercollins.com.au

      Published in India by HarperCollinsPublishersIndia. www.harpercollins.co.in

      Copyright © HarperCollinsPublishers 2010

      SECRETS and BUSINESS SECRETS are trademarks of HarperCollinsPublishers

      David Brown asserts the moral right to be identified as the author of this work

      A catalogue record for this book is available from the British Library

      All rights reserved under International and Pan-American Copyright Conventions. By payment of the required fees, you have been granted the non-exclusive, non-transferable right to access and read the text of this ebook on screen. No part of this text may be reproduced, transmitted, downloaded, decompiled, reverse engineered, or stored in or introduced into any information storage and retrieval system, in any form or by any means, whether electronic or mechanical, now known or hereinafter invented, without the express written permission of HarperCollins ebooks

      HarperCollinsPublishers has made every reasonable effort to ensure that any picture content and written content in this ebook has been included or removed in accordance with the contractual and technological constraints in operation at the time of publication

      Source ISBN: 9780007346776

      Ebook Edition © MAY 2010 ISBN: 9780007360390

      Version: 2017-06-30

      Table of Contents

       Cover Page

       Title Page

Copyright

Work successfully with difficult people

Understand what makes us tick

1.1 Define what you mean by difficult

1.2 Accept that we are all different

1.3 Ensure communication is two-way

1.4 Manage change

1.5 Understand assertiveness

1.6 Find the causes of discord

Look in the mirror

2.1 Develop your emotional intelligence

2.2 Understand your own reactions

2.3 Check your confidence levels

2.4 Ask yourself, “How do I look to others?”

       Step into their shoes

       3.1 First take off your own shoes

       3.2 Be specific

       3.3 Ask yourself how they are different to you

       3.4 Accept some differences

       3.5 Focus on what motivates

       3.6 Establish trust

       3.7 Allow for different cultures

       3.8 Tailor relationships to suit the need

       Give difficult people a chance

       4.1 Display leadership

       4.2 Define clear outcomes

       4.3 Define clear roles and measures

       4.4 Reward the right activities and results

       4.5 Reinforce appropriate behaviour

       4.6 Communicate with a clear purpose

       Use the right tool for the situation

       5.1 Dig out the data

       5.2 Diagnose the problem

       5.3 Decide if there is a task-related issue

       5.4 Form a psychological contract

       5.5

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