Bøker av Roy Lilley

Gain essential skills for career development with this pocket guide to handling the hardest kinds of people, including tricky customers, challenging co-workers and bad bosses.

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.

This work is directed at managers, journalists, politicians and anyone responsible for "futureproofing" society in preparation for the challenges of change.

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

A workbook for the health service and primary care team on working in teams