Communication in business is a key skill, and dealing with difficult people can be particularly stressful. This is a frank and open handbook which shares a set of smart, simple moves to make infuriating or obstructive people less of a problem DON T LET PROBLEM PEOPLE GET TO YOU! Whether it s a manager who keeps moving the goal posts, an uncooperative colleague, negative friend, or critical family member, some people are just plain hard to get along with. Often, your immediate response is to shrink or sulk, become defensive or attack. Introduction Part 1 Dealing with difficult people Chapter 1 Difficult people and their difficult behaviour Chapter 2 Is it you? Chapter 3 Communicating with difficult people Chapter 4 Standing up to difficult people Part 2 Putting it into practice Chapter 5 Dealing with direct hostility Chapter 6 Dealing with indirect hostility Chapter 7 Dealing with passive people Part 3 When all else fails Chapter 8 Dealing with impossible people Conclusion About the author Acknowledgements