Ombuds Resources

This guide identifies ten types of difficult people on the job, including tanks, snipers, grenades, know-it-alls and think-they-know-it-alls. It shows how to get results with each type and explains: how difficult people think, what they fear and why they act as they do; why difficulty is in the eye of the beholder; and how to cultivate nine take-charge skills that turn conflict into cooperation. The book contains humorous cartoons and should help boost teamwork.

A behind-the-scenes look at how the tactical use of words and phrases affects what we buy, who we vote for and even what we believe. With chapters like The 10 Rules of Effective Language and 21 Words and Phrases for the 21st Century, Luntz examines how choosing the right words is essential to getting what we want.

Descriptions of impossible or difficult people, and strategies for learning how to deal with them.

What is a difficult conversation? Asking for a raise. Ending a relationship. Saying "no" to your boss or spouse. Confronting disrespectful behavior. Apologizing. Conversations we dread, and often handle clumsily as a result, are part of all our lives: in boardrooms and family rooms, across the negotiation table and the dinner table. Now, Difficult Conversations teaches us how to handle these dialogues with more success and less anxiety. How does it work? Based on fifteen years of research and consultations with thousands of people, Difficult Conversations pinpoints what works. The authors discovered that regardless of context, the same small but crucial errors are what trip us up--and a few key adjustments can make all the difference.

Everyone's work day is filled with them-people who frustrate, impede, maneuver, undermine, plot, connive, and whine. This indispensable guide details specific techniques for handling all of them, with easy-to-follow scenarios for every situation. Updated and revised to reflect modern issues including technology, generation gaps, and language barriers, this guide describes 10 kinds of culprits, from tyrants and bullies (regular and cyber) to the pushy and presumptuous to connivers and camouflagers. The book then presents helpful strategies and phrases for diffusing workplace tensions and effectively resolving conflicts.

Working with difficult people can reduce your morale, threaten your productivity, deplete your energy, and waste your time. But you don't have to be helpless in the face of other people's craziness Knowing how to handle coworkers' disruptive behavior is one of the most important career skills you can have, allowing you to become a more valuable employee and a more self-reliant person. Working with Difficult People defines nine fundamental types of difficult people and gives you a complete system for opening lines of communication, resolving differences, and avoiding office headaches.

How often do you flnd yourself on the losing end of an argument? What percentage of your success in life depends on your success in conversation? Believe it or not, if you are like most people, your answer would be 98 percent or more. Verbal Judo offers a creative look at conflict that will help you defuse confrontations and generate cooperation from your spouse, your boss, and even your teenager. As the author says, "when you react, the event controls you. When you respond, you’re in control."