HOW TO MANAGE DIFFICULT PEOPLE: PROVEN STRATEGIES FOR DEALING WITH CHALLENGING BEHAVIOUR AT WORK
Book ID/图书代码： 06481510B37319
English Summary/英文概要： Dealing with difficult customers, colleagues, uncooperative staff, a manipulative boss - or an irritating neighbour - is a challenge many people face on a day-to-day basis. People in business are now under extreme pressure to make things happen, get more sales and turn a profit. This constant pressure or fear can make people difficult to deal with. This book shows you how to identify and understand awkward and challenging behaviours and how to manage them. It shows you how to: - Defuse and deal with difficult customers, both on the phone and face to face - Manage problems with colleagues in the workplace - Handle difficult day-to-day interactions with any of the people we come into contact with at work - Identify and manage behaviours which can turn a person into a ’problem’ - Improve necessary listening and communication skills - Use the 6 step Programs of Behaviour to build better relationships - Increase self-confidence and develop rapport building skills - Use the 6 step Strategies for Success to produce effective outcomes.
Chinese Summary/中文概要： 每天要与难缠的顾客、同事、不配合的员工、霸道的老板或者是坏脾气的邻居打交道是许多人每天都要面对的。生意人每天都面对着巨大的压力要接生意，赚取利润。这样强大的压力或恐惧迫使人们变得不好接近。本书就是要告诉你如何理解和处理这样的高难度情况，如何在电话中和面对面地处理不同的顾客，如何在办公室处理好与同事的关系以及日常工作中人与人的交流，教你避免变成问题，改善听力和交流技巧，6步走建立更好关系等。(兼职翻译-夏佳佳)
Awards/获奖情况：
About the Author/作者介绍： 阿兰•费尔威兹（Alan Fairweather）做过15年销售和客户服务经理，非常成功。他很有意识在我们工作和个人生活中我们难免要遇到粗鲁、不耐烦又激动的人群。他现在在筹备研讨会，研究如何解决人们面临的问题和增加自信带来好果的发展技巧。 Alan Fairweather worked in sales and customer service and did the job of a manager for fifteen successful years. He is very much aware that, in our job and our personal life, we often face apparently rude, impatient and aggressive people. He now spends his time running seminars and workshops, developing skills on how to handle problem people and situations and come out of it with increased confidence and improved results.
Format:TRADE PAPERBACK
Rights Status/版权销售情况：Simplified Chinese/简体中文：SOLD
Complex/Traditional Chinese/繁体中文：AVAILABLE
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