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Handling Difficult People and Difficult Situations

Handling Difficult People and Difficult Situations

Gregory Whitear, Geoff Ribbens


Equip people with the skills to deal effectively with difficult people and challenging situations.

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About the book

Individual and organisational performance depends on smooth relationships with internal and external customers, and the ability of individuals and teams to cope with the difficult and stressful situations. At the same time, the drive for efficiency and profit makes this more difficult. Handling Difficult People and Difficult Situations contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, and interpersonal skills.

The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and situations. This includes coping strategies for dealing with difficulties arising from appraisals, discipline and grievance procedures, change, staff cuts, and poor performance.

About the Series:
The HR Toolkits provide complete sets of customisable, printable resources to facilitate in-house training and development workshops and strategy design. Supplied as both ring binders and electronic files, and consisting of modules which can be used individually or combined for more extended programmes, the toolkits include ready-made practical exercises, handouts, discussion questions and more to upskill employees.

Table Of Contents

  • Section - SIX: Approaches and Case Studies;
    • Chapter - 19: Approaches for Working with Difficult People;
    • Chapter - 20: Difficult Situations: Case Studies and Applications;
  • Section - SEVEN: Maintaining the Success Habit;
    • Chapter - 21: Perceptual Positions;
    • Chapter - 22: Mental Presuppositions;
    • Chapter - 23: Programming Assertiveness
    • Chapter - 18: Assertive Techniques;
    • Chapter - 17: Three Essential Skills of Being Assertive;
    • Chapter - 16: Assertiveness and Assertive Rights;
  • Section - FIVE: Assertive Skills and Techniques;
    • Chapter - 15: Giving Feedback;
    • Chapter - 14: Body Language;
    • Chapter - 13: Barriers to Communication 2;
    • Chapter - 12: Barriers to Communication 1;
  • Section - FOUR: Communication;
    • Chapter - 11: Approaches for Dealing with Pressure and Stress;
    • Chapter - 10: How Personality Influences Pressure and Stress;
    • Chapter - 09: Recognising the Effects of Pressure and Stress;
    • Chapter - 08: Assessing Levels of Pressure and Stress;
  • Section - THREE: Managing Pressure and Stress;
    • Chapter - 07: Succeeding with Orientation and Attitudes;
    • Chapter - 06: Working with Conflict;
    • Chapter - 05: Evaluating Approaches to Work;
  • Section - TWO: Understanding Others;
    • Chapter - 04: Identifying Difficult People and Difficult Situations;
    • Chapter - 03: Ascertaining Personal Values;
    • Chapter - 02: Understanding Needs at Work;
    • Chapter - 01: Assessing Personal Style;
  • Section - ONE: Understanding Yourself;
    • Chapter - 00: Introduction;

Book Details

  • Imprint: CIPD - Kogan Page
  • EAN: 9781843981756
  • Edition: 1
  • Published: 13th November 2007
  • Loose-leaf
  • Format: 310x271
  • 424 pages
  • Series: HR Toolkits

About the Author

Greg Whitear is a business and management development consultant based in the UK. He specialises in organisational learning, psychometric assessment, coaching, counselling, and the design and delivery of learning programmes that promote change.

Geoff Ribbens is a management consultant and trainer based in the UK. He specialises in mentoring senior managers and directors. After 21 years in the university sector Geoff set up his own consultancy and has worked in the public sector, charities, defence industry, finance sector and the pharmaceutical industry.

Gregory Whitear

Geoff Ribbens