Dealing With Difficult People 24 Lessons for Bring Out the Best In Everyone 1st Edition by Rick Brinkman, Rick Kirschner ISBN 0071487158 9780071487153

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Product details:

ISBN 10: 0071487158

ISBN 13: 9780071487153 

Author:  Rick Brinkman, Rick Kirschner 

Explains how to:

• Identify 10 bothersome behaviors and deal successfully with each of them
• Understand why people become difficult
• Use sophisticated techniques to neutralize whining, negativity, attacks, tantrums and more
• Cultivate the nine “take-charge” skills that prevent people from becoming difficult

Table of contents:

1. Dealing with difficult people

2. Recognize the 10 most unwanted behaviors

3. Choose your approach

4. Understand the four intents

5. Understand the first intent get it done

6. Understand the second intent get it right

7. Understand the third intent get along

8. Understand the fourth intent get appreciated

9. Recognize the results of threatened intents

10. Reduce differences

11. Listen to understand

12. Reach a deeper understanding

13. Speak to be understood

14. Project and expect the best

15. Bring out the best in the Tank

16. Bring out the best in the Sniper

17. Bring out the best in the KnowItAll

18. Bring out the best in the ThinkTheyKnowItAll

19. Bring out the best in the Grenade

20. Bring out the best in the Yes Person

21. Bring out the best in the Maybe Person

22. Bring out the best in the Nothing Person

23. Bring out the best in the No Person

24. Bring out the best in the Whiner

25. Take the first three action steps

26. Other Titles in the McGrawHill Professional Education Series

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Tags: Rick Brinkman, Rick Kirschner, Dealing, Difficult People, Lessons, Bring Out, Best, Everyone