Includes index.

Subtitle from cover.

Part one: Dealing with hostile or angry people. When your boss is belligerent. Narcissists ; Bullies ; Ruthless monsters -- When your colleagues are belligerent. Raging bulls ; Tacklers ; Cyberbullies ; Enviers ; Intimidators -- When your subordinates are belligerent. Ambushers ; Hotheads ; Revengers ; Quitters -- Part two: Dealing with pushy or presumptuous people. When your boss is arrogant. Dictators ; Fame claimers ; Blockers ; Checklist for offering unsolicited ideas and proposals -- When your colleagues are arrogant. Moochers ; Crushers ; Knee-jerkers ; Competitors -- When your subordinates are arrogant. Rule benders ; Clansmen ; Commandants -- Part three: Dealing with deceitful or underhanded people. When your boss is deceptive. Hypocrites ; Weasels ; Backpedalers ; Forked tongues -- When your colleagues are deceptive. Brain-pickers ; Backstabbers ; Underminers -- When your subordinates are deceptive. Saboteurs ; Foxes ; Bluffers ; Instigators -- Part four: Dealing with shrewd or manipulative people. When your boss is exploitive. Slave drivers ; Connivers ; Camouflagers ; Flatterers -- When your colleagues are exploitive. Imposers ; Duck and divers ; Operators -- When your subordinates are exploitive. Bootlickers ; Snitchers ; Rumormongers -- Part five: Dealing with rude or abrasive people. When your boss is discourteous. Clods ; Ridiculers ; Condescenders -- When your colleagues are discourteous. Interrupters ; Left-handed complimenters ; Insulters -- When your subordinates are discourteous. Free spirits ; Snippy talkers ; Defiers ; Needlers -- Part six: Dealing with egotistical or self-centered people. When your boss is self-seeking. Talent wasters ; Brush-offs ; Neglecters ; Show-offs -- When your colleagues are self-seeking. One-uppers ; Know-it-alls ; Smashers -- When your subordinates are self-seeking. Empire builders ; Prima donnas ; Magnifiers -- Part seven: Dealing with procrastinating or vacillating people. When your boss causes delays. Put-offs ; Helter-skelters ; Overcommitters ; Chameleons -- When your colleagues cause delays. Socializers ; Perfectionists ; Dawdlers -- When your subordinates cause delays. Checklist for dealing with procrastinators ; Clock-watchers ; Duds ; Rebels -- Part eight: Dealing with rigid or obstinate people. When your boss is unbending. Comma counters ; Inflexibles ; Pigheads -- When your colleagues are unbending. Killjoys ; Chapter and versers ; Stiff-necks -- When your subordinates are unbending. Silent screwups ; Stubborn mules ; Clingers -- Part nine. Dealing with tight-lipped or uncommunicative people. When your boss is uncommunicative. Icebergs ; Clams ; Evaders -- When your colleagues are uncommunicative. Skeptics ; Withholders ; Glarer-starers -- When your subordinates are uncommunicative. Grinners ; Worrywarts ; Tongue-tieds -- Part ten: Dealing with complaining or critical people. When your boss is a faultfinder. Nitpickers ; Checklist to improve your listening skills and responses ; Guilt ladlers ; Hanging judges ; Meat grinders -- When your colleagues are fault-finders. Squawkers ; Supersensitives ; Checklist for dealing with supersensitives ; Wisecrackers ; Wet blankets -- 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.