Introduction
Part One: Dealing with Hostile or Angry People
Chapter 1: When Your Boss Is Belligerent
Computer Spies
Browbeaters
Sadists
Chapter 2: When Your Colleagues Are Belligerent
Raging Bulls
Tacklers
Enviers
Squelchers
Intimidators
Chapter 3: When Your Subordinates Are Belligerent
Bushwhackers
Hotheads
Revengers
Quitters
Part Two:Dealing with Pushy or Presumptuous People
Chapter 4: When Your Boss Is Arrogant
Usurpers
Fame Claimers
Blockers
Checklist for Offering Unsolicited Ideas and Proposals
Chapter 5: When Your Colleagues Are Arrogant
Moochers
Battering Rams
Zealots
Competitors
Chapter 6: When Your Subordinates Are Arrogant
Rule Benders
Clansmen
Commandants
Part Three: Dealing with Deceitful or Underhanded People
Chapter 7: When Your Boss Is Deceptive
Hypocrites
Welchers
Backpedalers
Forked Tongues
Chapter 8: When Your Colleagues Are Deceptive
Brain-Pickers
Backstabbers
Underminers
Chapter 9: When Your Subordinates Are Deceptive
Saboteurs
Foxes
Bluffers
Instigators
Part Four: Dealing with Shrewd or Manipulative People
Chapter 10: When Your Boss Is Exploitive
Whip-Crackers
Connivers
Camouflagers
Flatterers
Chapter 11: When Your Colleagues Are Exploitive
Spellbinders
Imposers
Duck and Divers
Operators
Chapter 12: When Your Subordinates Are Exploitive
Bootlickers
Snitchers
Rumor Mongers
Part Five: Dealing with Rude or Abrasive People
Chapter 13: When Your Boss Is Discourteous
Clods
Ridiculers
Condescenders
Chapter 14: When Your Colleagues Are Discourteous
Interrupters
Left-handed Complimenters
Insulters
Chapter 15: When Your Subordinates Are Discourteous
Free Spirits
Snippy Talkers
Defiers
Needlers
Part Six: Dealing with Egotistical or Self-Centered People
Chapter 16: When Your Boss Is Self-Seeking
Talent Wasters
Brush-offs
Neglector
Show-offs
Chapter 17: When Your Colleagues Are Self-Seeking
One-Uppers
Know-It-Alls
Pulley Operators
Chapter 18: When Your Subordinates Are Self-Seeking
Empire Builders
Prima Donnas
Magnifiers
Part Seven: Dealing with Procrastinating or Vacillating People
Chapter 19: When Your Boss Causes Delays
Put-offs
Helter-Skelters
Overcommitters
Chameleons
Chapter 20: When Your Colleagues Cause Delays
Socializers
Perfectionists
Dawdlers
Chapter 21: When Your Subordinates Cause Delays
Checklist for Dealing with Procrastinators
Clockwatchers
Duds
Rebels
Part 8: Dealing with Rigid or Obstinate People
Chapter 22: When Your Boss Is Unbending
Comma Counters
Inflexibles
Pigheads
Chapter 23: When Your Colleagues Are Unbending
Killjoys
Chapter and Versers
Stiff-necks
Chapter 24: When Your Subordinates Are Unbending
Silent Screwups
Stubborn Mules
Clingers
Part Nine: Dealing with Tight-Lipped or Taciturn People
Chapter 25: When Your Boss Is Uncommunicative
Icebergs
Clams
Evaders
Chapter 26: When Your Colleagues Are Uncommunicative
Skeptics
Withholders
Glarer-Starers
Chapter 27: When Your Subordinates Are Uncommunicative
Grinners
Worrywarts
Tongue-tieds
Part Ten: Dealing with Complaining or Critical People
Chapter 28: When Your Boss Is a Fault-finder
Nitpickers
Checklist to Improve Your Listening Skills and Responses
Guilt Ladlers
Hanging Judges
Meat Grinders
Chapter 29: When Your Colleagues Are Fault-Finders
Squawkers
Supersensitives
Checklist for Dealing with Supersensitives
Wisecrackers
Wet Blankets
Chapter 30: When Your Subordinates Are Fault-Finders
Blame Shifters
Whiners
Self-Beraters
Martyrs
Summing It Up
26 Tactful Phrases to Help You Confront Difficult People
10 Important Guidelines to Remember
Index
