adbl_ms_membershipImage_includedwith_altText_B0821SC3ZP
adbl_ms_membershipImage_includedwith_altText_B0821SC3ZP

Try our newest plan – unlimited listening to select audiobooks, Audible Originals, and podcasts.
You will get an email reminder before your trial ends.
$7.95 a month after 30 day trial. Upgrade or cancel anytime.
Buy for $19.99

Buy for $19.99

Pay using card ending in
By confirming your purchase, you agree to Audible's Conditions of Use and Amazon's Privacy Notice. Taxes where applicable.

Publisher's Summary

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create.

Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides brand new summary points for each chapter and the tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.

©2002, 2013, 2016 by Roy Lilley. (P)2019 Brilliance Publishing, Inc., all rights reserved.

What listeners say about Dealing with Difficult People

Average Customer Ratings
Overall
  • 4 out of 5 stars
  • 5 Stars
    113
  • 4 Stars
    73
  • 3 Stars
    35
  • 2 Stars
    13
  • 1 Stars
    5
Performance
  • 4.5 out of 5 stars
  • 5 Stars
    113
  • 4 Stars
    50
  • 3 Stars
    31
  • 2 Stars
    6
  • 1 Stars
    3
Story
  • 4 out of 5 stars
  • 5 Stars
    90
  • 4 Stars
    49
  • 3 Stars
    44
  • 2 Stars
    13
  • 1 Stars
    5

Reviews - Please select the tabs below to change the source of reviews.

Sort by:
Filter by:
  • Overall
    1 out of 5 stars
  • Performance
    1 out of 5 stars
  • Story
    1 out of 5 stars

unprofessional, bias

I can't tell if it's the author or the way the narrator is delivering the audiobook but the whole experience was very off putting. seems very bias and personal based.

2 people found this helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Packed with practical and useful tips

This book is among those you must read and keep readily accessible for reference. Content reflects real world situations and provides practical tips on how to deal with a variety of situations you’ll encounter at work and in your personal life… well worth the time listening/reading this book.

2 people found this helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Oh, the sniper is here. What dud Roy Say?

So many good to great ideas to get through the people jungle out there. thank you, Roy! now, to listen again and fill in my notes!

  • Overall
    2 out of 5 stars
  • Performance
    3 out of 5 stars
  • Story
    2 out of 5 stars

Skip it

I liked the title of this book, so I downloaded it. I feel misled. A better title would be Dealing with Difficult Bosses, Colleagues and Customers. The primary thrust of the book is inter office interactions. It felt like a bad episode of the English version of the Office. Awkward mostly, but unlike the Office, not funny. And the American version is probably more accessible.

The author will quote Jean Sibelious saying, “Pay no attention to what the critics say. A statue has never been erected in honor of a critic.” That’s fair, so feel free to stop reading. Or if you’re a sculpture to offer your services.

The author himself recommends not reading it cover to cover but jumping to reference points as you feel practical to your situation. Have a gossip at work, here’s 3 steps. Have an overbearing bully of a boss, here is how to try and disarm him. Nothing in the book is well flushed out, just a spray and pray of ideas that may make a difference. Which if you have no idea may be helpful, but if you interacted with a human before; it’s not very ground breaking.

I’m sure this could be a useful introduction to people in management if you run a business. But it’s constantly referring to department heads, CEOs and board members and if you’re in a business of that size you shouldn’t need an introductory book at all.

I got the feeling these are the quickly copied notes from an in depth presentation that moved too fast for the scribe. Hey what was the rest of that idea….nevermind, here’s a new chapter on inappropriate emails.

I was hoping for an exploration of personality differences or emotional profiles or identifying how you are a difficult person. Some of this is given a cursory few paragraphs before getting to “Knocking the Know All” (yes a real chapter).

There are some good nuggets in here if you dislike your coworkers or boss or customer base. You’ll be better served reading anything written by John Maxwell, Patrick Lencioni, or Les McKeown.

It’s not a pleasant review, I supposed Roy might just call me difficult. But if he treats me like a co-worker he has some coping skills well in hand.

2 out of 5. You can skip it.

“Inside every poor boss is a voice that tells the boss they are a poor boss, so what do poor bosses do? They compensate they overcome their insecurity by becoming caricatures of what they think a boss should be. If no one has every trained them in people management, workforce skills or dealing with HR how are they to know? So they become belligerent, arrogant, shout, scream, manipulate, are difficult to please, selfish and immature.”

“Modern business thrives on origination & spontaneity, can you be creative within the rules? Yes you can. But sometimes you have to be creative with the rules. Soldiers follow the rules & their orders but most outstanding bravery takes place against a background of no rules or the rulebook being thrown out the window. The modern manager is nothing if not creative.”

“Just be ready with the facts, isn’t it strange how often difficult situations & difficult people are neutralized by the facts?”

  • Overall
    4 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    4 out of 5 stars

concise and outlined presentation well thought out

for some who have been in the corporate world for 10 or 20 years a form of this information may have been covered in your periodic training sessions but I would wager that you could use a touch up or reminder of proper mannerisms and behaviors for any number of situations covered in the book that might arise in the workplace or even at home. Certainly issues covered in the book such as proper communication and problem resolution would benefit you at home or out in public too. With many years doing the same thing or some variation of it for the same company, it is easy to become complacent or settled into a routine of potentially improper behavior. And your seniority might keep those whom you are negatively affecting from speaking up and helping you to become a better person. He goes over a large amount of information and situations in a short amount of time but never did I feel like it was overwhelming to comprehend the information. I listened to it front to back in one sitting and happy that I did. thank you

  • Overall
    4 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    4 out of 5 stars

Good

It has useful tips on dealing with difficult people. It’s a bit more business orientated than I wanted, I wanted more about dealing with a friend that is stubborn or a family member. But this book is good too because it can still help in life and business.

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Excellent book

A lot of great instruction with humor thrown in.
The narration was very well done also.
Well worth your time

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

Loved it to the very last sentence

This book is definitely a "must listen to" if you're becoming a Manager, supervisor, etc. Is full with pretty much years of knowledge in some hours. I'll listen to it again.

  • Overall
    1 out of 5 stars
  • Performance
    2 out of 5 stars
  • Story
    1 out of 5 stars

This book is basically an overview of the obvious.

This book wasn't helpful. It was mostly stating the obvious and laid out types of difficult people without explaining how to deal with any of it.

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars

keeps you wondering! loved it!

loved it! keeps you wondering!the epilog Sealed the ending for me. great bedtime listening. thank you!

Sort by:
Filter by:
  • Overall
    1 out of 5 stars
  • Performance
    1 out of 5 stars
  • Story
    1 out of 5 stars
Profile Image for C
  • C
  • 09-10-21

Couldn’t get past the first 15 minutes - awful narrator

Poor chap was hired to narrate a book about resolving conflict but no one thought to check whether he could pronounce ‘row’ - a synonym for argument and a word that appears in the intro and first chapter.

Spoiler: he can’t.

1 person found this helpful

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
Profile Image for Jon Woodall
  • Jon Woodall
  • 08-15-21

More than I was expecting

Fantastic book, full of valuable information and excellent references. I will be purchasing the hard copy.
JW

1 person found this helpful

  • Overall
    4 out of 5 stars
  • Performance
    3 out of 5 stars
Profile Image for david oregan
  • david oregan
  • 11-09-21

should have been read by a British actor!

The AB itself is really good... BUT! the American reader cannot pronounce English words!
I always know if a book was written by a Briton and read by an American, the word ROW as in argument is pronounced as in ... your boat. A whole chapter is about arguments and to keep hearing row, row row your boat... instead of rOW as cOW.
Somerset Maugham was mog-ham. swinging the lead, which means to skive or avoid work was pronounced as lead, to go first when it refers to the metal which is pronounced LED.
many others but writing on my phone is becoming a pain in the arse as in farce.
the book is worth wadding through but voice talent... do your homework!

  • Overall
    4 out of 5 stars
  • Performance
    3 out of 5 stars
  • Story
    4 out of 5 stars
Profile Image for Anonymous User
  • Anonymous User
  • 10-01-21

Interesting but fairly obvious

A good book covering basic points. It really is infuriating that the narrator cannot pronounce the word “Row” (as in argument).

  • Overall
    3 out of 5 stars
  • Performance
    1 out of 5 stars
  • Story
    2 out of 5 stars
Profile Image for Duncan Maxwell
  • Duncan Maxwell
  • 09-03-21

Row not Row

There are a few nuggets of advice that I noted but perhaps not a book I needed right now but was available for free so wanted to read to be ready for handling difficult people.

I would recommend this for people who haven’t read any other material on managing difficult people but otherwise not a lot of great new insights.

The narrator was a little annoying as he doesn’t seem to know the difference between the two pronunciations of the word Row, as in “to have an argument with someone” and Row as in “to get in a canoe and row down the river” and uses the wrong one again and again which is distracting. The use of “or your money back” also becomes a little annoying near the end but overall well read and a good pace.

Sort by:
Filter by:
  • Overall
    2 out of 5 stars
  • Performance
    2 out of 5 stars
  • Story
    2 out of 5 stars
Profile Image for Naris
  • Naris
  • 11-06-21

Needs editing

The intro was formatted like a repettitive list and almost entirely made up of quotes. Might as well just read the aource material. It only got worse after that

  • Overall
    3 out of 5 stars
  • Performance
    4 out of 5 stars
  • Story
    3 out of 5 stars
Profile Image for Anonymous User
  • Anonymous User
  • 10-03-21

Less than credible scenarios

I struggled to comprehend how these suggestions could be applied in the real world. I honestly felt that I would escalate tensions further if I attempted to apply some of the lessons from this audiobook. Time will tell whether this audiobook was helpful for me or not.

  • Overall
    5 out of 5 stars
  • Performance
    5 out of 5 stars
  • Story
    5 out of 5 stars
Profile Image for Anonymous User
  • Anonymous User
  • 09-19-21

INSIGHTFUL

Easy to listen too.
Fantastic example when it came to reading out role plays.
Highly recommend for leaders who deal with diverse team and are also in businesses that are dealing with customer.
Really good tips for front facing staff dealing with customers.