目 录
1 第一部分 前言
Part One What You Need to Know
1 如何搞定难缠之人
Why Address Difficult People
1 与难缠之人打交道的7项法则
Top Seven Imperatives of Communicating with Difficult People
12 第二部分 如何与难缠的同事打交道
Part Two Perfect Phrases for Communicating with Difficult Coworkers
13 冷漠敌对的同事
Unfriendly Coworkers
14 隐瞒信息的同事
Coworkers Who Withhold
17 小气八卦的同事
Petty and Gossipy Coworkers
20 抬杠矫情的同事
Argumentative People
24 招摇过市的同事
Loud and Obnoxious Coworkers
27 消极怠慢的同事
Negative Coworkers
30 当你是那个消极、易怒、难缠的同事时
When That Negative, Angry, or Difficult Employee Is You
55 第三部分 与难缠老板的相处之道
Part Three Perfect Phrases for Communicating with Difficult Bosses
56 脾气暴躁的老板
Bully Bosses
60 心不在焉且健忘的老板
Unfocused and Forgetful Bosses
63 甩手掌柜式老板
Distant, Weak, or Hands-Off Bosses
69 事无巨细的老板
Micromanagers
74 如何请老板给你写推荐信
How to Get a Letter of Recommendation from a Reluctant Boss
77 如何轻松“炒掉”问题老板
How to Say Good-bye to a Problem Boss—Without Burning Bridges
105 第四部分 如何处理与难缠员工之间的关系
Part Four Perfect Phrases for Communicating with Difficult Employees
106 满腹牢骚的员工
Complainers
109 行为不当、衣着邋遢的员工
How to Address Inappropriate Behavior, Dress, or Hygiene
114 传播谣言的员工
Employees Who Spread Rumors
116 懒惰散漫的员工
Lazy or Lethargic Employees
121 被动又好斗的员工
Passive-Aggressive Employees
127 情绪化的员工
Angry Employees
134 墨守成规的员工
Stuck-in-the-Box Performers
139 如何解决员工之间的冲突
How to Settle Disputes Between Employees
144 如何激励抵制改革的员工
How to Motivate Employees Who Resist Change
199 第五部分 如何与难缠的客户顺畅地交流
Part Five Perfect Phrases for Communicating with Difficult Customers
200 易怒的客户
Angry Customers
206 焦躁不安的客户
Antsy and Anxious Customers
209 如何帮助客户接受变化
How to Help Customers Adapt to Changes
213 如何与客户解决相关的财务问题
How to Resolve Billing Problems with Customers
219 如何应对苛刻的客户
How to Manage Demanding Customers
250 第六部分 与难缠合约商及其他部门难缠员工的沟通方式
Part Six Perfect Phrases for Communicating with Difficult Vendors and Employees from Other Departments
251 如何与其他部门难缠的同事一起会见客户
How to Control a Coworker from Another Department in a Meeting with Customers
255 难缠的承包商
Difficult Contractors
259 难缠的供货商
Difficult Vendors and Suppliers
264 如何与难缠供货商或承包商谈判价格
How to Negotiate Finances with Difficult Vendors and Contractors
267 如何对付会议中的捣乱分子
Disruptive Participants in Presentations
301 结束语 如果那个难缠的员工是你
Epilogue Perfect Phrases for When That Difficult Employee Is You
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