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Dealing with difficult people : 24 lessons for bringing out the best in everyone / Rick Brinkman, Rick Kirschner

By: Brinkman, Rick.

Contributor(s): Kirschner, Rick.

Material type: materialTypeLabel

BookSeries: McGraw-Hill professional education. Publisher: New York : McGraw-Hill, c2006Description: xiii, 108 p. : ill. ; 21 cm.ISBN: 007146333X; 9780071463331.Other title: Dealing with difficult people : twenty-four lessons for bringing out the best in everyone [Other title].Subject(s): Interpersonal relations | Interpersonal communication | Psychology, Industrial

Contents:

Dealing with difficult people -- Recognize the 10 most unwanted behaviors -- Choose your approach -- Understand the four intents -- Understand the first intent: get it done -- Understand the second intent: get it right -- Understand the third intent: get along -- Understand the fourth intent: get appreciated -- Recognize the results of threatened intents -- Reduce differences -- Listen to understand -- Reach a deeper understanding -- Speak to be understood -- Project and expect the best -- Bring out the best in the tank -- Bring out the best in the sniper -- Bring out the best in the know-it-all -- Bring out the best in the think-they-know-it-all -- Bring out the best in the grenade -- Bring out the best in the yes person -- Bring out the best in the maybe person -- Bring out the best in the nothing person -- Bring out the best in the no person -- Bring out the best in the whiner -- Take the first three action steps

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