1 第一部分 前言
Part One What You Need to Know
1 如何搞定難纏之人
Why Address Difficult People
1 與難纏之人打交道的7項(xiàng)法則
Top Seven Imperatives of Communicating with Difficult People
12 第二部分 如何與難纏的同事打交道
Part Two Perfect Phrases for Communicating with Difficult Coworkers
13 冷漠?dāng)硨?duì)的同事
Unfriendly Coworkers
14 隱瞞信息的同事
Coworkers Who Withhold
17 小氣八卦的同事
Petty and Gossipy Coworkers
20 抬杠矯情的同事
Argumentative People
24 招搖過市的同事
Loud and Obnoxious Coworkers
27 消極怠慢的同事
Negative Coworkers
30 當(dāng)你是那個(gè)消極、易怒、難纏的同事時(shí)
When That Negative, Angry, or Difficult Employee Is You
55 第三部分 與難纏老板的相處之道
Part Three Perfect Phrases for Communicating with Difficult Bosses
56 脾氣暴躁的老板
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 事無巨細(xì)的老板
Micromanagers
74 如何請(qǐng)老板給你寫推薦信
How to Get a Letter of Recommendation from a Reluctant Boss
77 如何輕松“炒掉”問題老板
How to Say Good-bye to a Problem Boss—Without Burning Bridges
105 第四部分 如何處理與難纏員工之間的關(guān)系
Part Four Perfect Phrases for Communicating with Difficult Employees
106 滿腹牢騷的員工
Complainers
109 行為不當(dāng)、衣著邋遢的員工
How to Address Inappropriate Behavior, Dress, or Hygiene
114 傳播謠言的員工
Employees Who Spread Rumors
116 懶惰散漫的員工
Lazy or Lethargic Employees
121 被動(dòng)又好斗的員工
Passive-Aggressive Employees
127 情緒化的員工
Angry Employees
134 墨守成規(guī)的員工
Stuck-in-the-Box Performers
139 如何解決員工之間的沖突
How to Settle Disputes Between Employees
144 如何激勵(lì)抵制改革的員工
How to Motivate Employees Who Resist Change
199 第五部分 如何與難纏的客戶順暢地交流
Part Five Perfect Phrases for Communicating with Difficult Customers
200 易怒的客戶
Angry Customers
206 焦躁不安的客戶
Antsy and Anxious Customers
209 如何幫助客戶接受變化
How to Help Customers Adapt to Changes
213 如何與客戶解決相關(guān)的財(cái)務(wù)問題
How to Resolve Billing Problems with Customers
219 如何應(yīng)對(duì)苛刻的客戶
How to Manage Demanding Customers
250 第六部分 與難纏合約商及其他部門難纏員工的溝通方式
Part Six Perfect Phrases for Communicating with Difficult Vendors and Employees from Other Departments
251 如何與其他部門難纏的同事一起會(huì)見客戶
How to Control a Coworker from Another Department in a Meeting with Customers
255 難纏的承包商
Difficult Contractors
259 難纏的供貨商
Difficult Vendors and Suppliers
264 如何與難纏供貨商或承包商談判價(jià)格
How to Negotiate Finances with Difficult Vendors and Contractors
267 如何對(duì)付會(huì)議中的搗亂分子
Disruptive Participants in Presentations
301 結(jié)束語 如果那個(gè)難纏的員工是你
Epilogue Perfect Phrases for When That Difficult Employee Is You
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