Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool.

By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person.

This 6th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

Learn how to navigate the bullies, manipulators and complainers who drive you mad. With example dialogue and techniques, it will help you navigate tricky situations and keep your cool. By understanding the motives and individual behaviours of difficult people, you can learn to manage aggression, reduce awkwardness and remain the better person. This 5th edition of the bestselling Dealing with Difficult People features practical exercises, useful templates and top tips you need to get the best out of the worst, including how to deal with difficult customers, dealing with difficult people in the digital sphere, advice on beating bullies at their own game and how to deal with a boss who drives you barmy. The Creating Success series of books... Unlock vital skills, power up your performance and get ahead with the bestselling Creating Success series. Written by experts for new and aspiring managers and leaders, this million-selling collection of accessible and empowering guides will get you up to speed in no time. Packed with clever thinking, smart advice and the kind of winning techniques that really get results, you'll make fast progress, quickly reach your goals and create lasting success in your career.

If you can imagine it, it will happen... if you can't, you're out of it! This book is a white-knuckle ride. It drills down into what we are doing now, and comes up in the future to see what comes next. The book is a commentary and a clarion call and an invitation to see round corners and a clarion call to respond to what's there. Roy Lilley has been speaking on Futureproofing around the world throughout the 'nineties. His aim has been to awaken managers, entrepreneurs and anyone who will listen, to the fact that the world is changing. Faster and faster, like a spiral, fundamentally and structurally, leaving behand those who are unprepared. Thousands of people are now meeting the challenges Futureproofing presents. You decide - keep up or give up. If you have heard Roy Lilley speak on Futureproofing you will want this book ... if you have not yet heard him, read it first.

With a style full of humor and clear examples, the author shows us that it's not only possible to deal with conflictive people, but you can also get them to collaborate with you. This brief course of human relationships is an invaluable tool to learn how to identify conflictive situations and the way to solve them.

Roy Lilley, creator of the best selling Tool Kit series for the NHS, has produced his personal A-Z of management topics. It covers key issues for today's managers to think about and act upon. The author takes the 26 letters of the alphabet and matches them to practical ideas for managers facing the challenges of change and the pressures of expectations. Each word he has chosen for his 'alphabet' encapsulates and describes a management style or achievement, or perhaps habits or routines, that have impressed him. They are words that describe the extra 'thing' that made a manager stand out, sparkle, seem different from the rest. Each idea is presented with hazard warnings, thinking-issues and exercises, for personal development and organisational improvement. This book is for any manager in healthcare, whether just starting out or a seasoned professional. Clinical directors, general practitioners, practice managers, managers in newly formed Primary Care Trusts and elsewhere in the NHS, and managers in the professions and trades that support and sell to the health service, will all find the book stimulating, informative and practical.

What you really need to know about risk management, clinical governance, law and ethics... Now completely revised and updated Making Sense of Risk Management: a workbook for primary care breaks down complex issues and presents them in an easily comprehensible manner. Addressing current issues such as the new GP Contract and the rapid rise in litigation, this new edition takes on a more rigorous approach but maintains the same light-hearted style with more detailed and definitive guidance. The format makes use of tips, warnings, tables, exercises and think boxes providing an informative, interesting and engaging read. All primary care staff including General Practitioners, managers, nurses, health visitors, administrative staff and receptionists will find this book invaluable.