Synopses & Reviews
Revised and updated edition of the international bestseller.
Everyone has had to deal with irate, rude, impatient or aggressive people in the workplace. Dealing with Difficult People offers detailed and proven strategies for handling stressful situations calmly and professionally.
Updated and revised to reflect the latest changes in the workplace, the book outlines useful techniques to help employees -- especially front-line staff -- keep their cool in a wide variety of situations, including: Calming angry customers Handling annoying subordinates, co-workers and bosses Dealing with sarcasm and the silent treatment Suggesting strategies handling, and even for preventing, abusive language and behavior Recognizing and circumventing office politics
Two short tests rate listening skills and speaking skills. Specific profiles of bad listeners include: Bashful People: Shy people who expect others to draw them out. If this attention does not come, they quickly tune out. Anxious People: Individuals who lack confidence and chatter nervously. These are the people who are more worried about what they will say next, rather than listening to others. Argumentative People: The nitpickers of the tiniest details break the flow of any worthwhile conversation. Opinionated People: They let you speak only to give themselves more time to formulate arguments. They interrupt frequently and begin every sentence with but... Close-minded People: These folks can't be changed and hearing any new idea is met with hostility.
Happily, the book provides practical strategies for overcoming bad listening habits and dealing with bad listeners.
Chapters offer detailed coverage of effectivecommunication skills including paraphrasing, feedback, interpreting body language and understanding different personality types.
Dealing with Difficult People is crucial for understanding how to defuse tensions and resolve stressful situations. The advice and counsel can be referred to again and again by working individuals, from job seekers to supervisors.
Synopsis
A book about learning how to handle people who are rude, aggressive and irate in the workplace. You will learn how to diffuse stressful situations calmly and professionally.
Synopsis
Proven strategies for handling stressful situations calmly and professionally.
Difficult people are the ones who: Make us lose our coolForce us to do things we don't want to doPrevent us from doing what we want or need to doUse coercion or manipulation to get their wayMake us feel guilty if we don't go alongMake us feel anxious, upset, frustrated, depressed, jealous, inferior or defeatedMake us do their share of the work.
A difficult person, in short, is someone who creates difficulties for others.
Dealing with Difficult People is the revised and updated edition of the international best seller, updated to reflect recent changes in the workplace and designed to benefit anyone who has ever had to deal with angry, rude, impatient or aggressive people.
Roberta Cava draws on years of human resources experience as she: Explores the root causes of communication problemsReviews specific situations, such as workplace bullyingExplains the reasons behind common personality conflictsProvides suggestions for alleviating problemsSuggests ways to improve people skills.
Dealing with Difficult People offers proven techniques for working better with others, reducing stress and anxiety, and increasing confidence and enthusiasm in all professional relationships.
Synopsis
A guide to improving people skills and handling rude, aggressive and irate people in the workplace with an emphasis on how to diffuse stressful situations professionally. Helps with all types of interactions: co-workers, managers, employees and customers.
Synopsis
Proven strategies for handling stressful situations calmly and professionally. Difficult people are the ones who:
Make us lose our cool
Force us to do things we don't want to do
Prevent us from doing what we want or need to do
Use coercion or manipulation to get their way
Make us feel guilty if we don't go along
Make us feel anxious, upset, frustrated, depressed, jealous, inferior or defeated
Make us do their share of the work.
A difficult person, in short, is someone who creates difficulties for others.
Dealing with Difficult People is the revised and updated edition of the international best seller, updated to reflect recent changes in the workplace and designed to benefit anyone who has ever had to deal with angry, rude, impatient or aggressive people.
Roberta Cava draws on years of human resources experience as she:
- Explores the root causes of communication problems
- Reviews specific situations, such as workplace bullying
- Explains the reasons behind common personality conflicts
- Provides suggestions for alleviating problems
- Suggests ways to improve people skills.
Dealing with Difficult People offers proven techniques for working better with others, reducing stress and anxiety, and increasing confidence and enthusiasm in all professional relationships.