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Title Powerful Phrases for Dealing with Difficult People
Author Renee Evenson
Publisher AMACOM
Release Date 2013-10-15
Category Business & Economics
Total Pages 240
ISBN 9780814432990
Language English, Spanish, and French
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Book Summary:

The key to a harmonious, highly effective work environment is not by ensuring you work among carbon-copies of yourself whose personalities never clash with one another or with you. That pipe dream could not ever happen, nor would it result in a successful team collaboration even if it could. Instead, most of us are going to work today with individuals who at times come across as incompetent, lazy, spotlight-hugging, whiny, or backstabbing. And then tomorrow we go to work with them again . . . and again . . . and again.Like it or not, the bulk of our waking hours are spent with people at work--people who can grate on our nerves. Therefore, learning to interact effectively with difficult employees, colleagues, and bosses is an absolute essential for our success. With Powerful Phrases for Dealing with Difficult People, anyone can learn how to confront head-on the difficult situations that can arise when dealing with these personalities, before they fester and spread. Helpful features inside this practical and easy-to-use book include:• Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each • Nonverbal communication skills to back up your words • Sample dialogues that demonstrate how phrasing improves interactions • A five-step process for moving from conflict to resolution • “Why This Works” sections that provide detailed explanationsButton-pushing situations are going to come up today at work--and tomorrow too. Don’t let them rent space inside of you and turning everything to mold. Instead, choose to deploy simple phrases to regain control and resolve conflicts. When you do, you, your colleagues, and your company will be all the better for it!

Title Powerful Phrases for Dealing with Difficult People
Author Renee Evenson
Publisher Amacom Books
Release Date 2013-10
Category Business & Economics
Total Pages 225
ISBN 0814432980
Language English, Spanish, and French
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Book Summary:

Incompetent, lazy, spotlight-hogging, whiny, backstabbing, avoidant-there's no end to the personality challenges that impede workplace relationships. But interacting effectively with employees, colleagues, and bosses is essential for success. With Powerful Phrases for Dealing with Difficult People, anyone can confront problems head-on, before they fester and spread. Practical and easy to use, the book helps you identify button-pushing situations and deploy simple phrases to regain control and resolve conflicts-no matter who you're dealing with. Helpful features include: * Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each * Nonverbal communication skills to back up your words * Sample dialogues that demonstrate how phrasing improves interactions * A five-step process for moving from conflict to resolution * "Why This Works" sections that provide detailed explanations Like it or not, the bulk of our waking hours are spent with people at work. This book's pithy, powerful communication tips will make those hours far more harmonious and productive.

Title Perfect Phrases for Dealing with Difficult People Hundreds of Ready to Use Phrases for Handling Conflict Confrontations and Challenging Personalities
Author Susan Benjamin
Publisher McGraw Hill Professional
Release Date 2007-09-06
Category Business & Economics
Total Pages 224
ISBN 0071595120
Language English, Spanish, and French
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Book Summary:

Perfect Phrases for the Right Situation, Every Time Whether it's hiring employees or creating teams, the Perfect Phrases series has the tools for precise, effective communication in any situation. With Perfect Phrases books, you have all the phrases you need to get things done, right at your fingertips!

Title How to Deal With Difficult People
Author Gill Hasson
Publisher John Wiley & Sons
Release Date 2015-01-07
Category Business & Economics
Total Pages 208
ISBN 9780857085672
Language English, Spanish, and French
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Book Summary:

DON’T LET PROBLEM PEOPLE GET TO YOU! Whether it’s a manager who keeps moving the goal posts, an uncooperative colleague, negative friend, or critical family member, some people are just plain hard to get along with. Often, your immediate response is to shrink or sulk, become defensive or attack. But there are smarter moves to make when dealing with difficult people. This book explains how to cope with a range of situations with difficult people and to focus on what you can change. This book will help you to: Understand what makes difficult people tick and how best to handle them Learn ways to confidently stand up to others and resist the urge to attack back Develop strategies to calmly navigate emotionally-charged situations Deal with all kinds of difficult people – hostile, manipulative and the impossible Know when to choose your battles, and when to walk away Why let someone else’s bad attitude ruin your day? How to Deal With Difficult People arms you with all the tools and tactics you need to handle all kinds of people – to make your life less stressful and a great deal easier.

Coping With Difficult People by Robert M. Bramson, Ph.D.

Title Coping with Difficult People
Author Robert M. Bramson, Ph.D.
Publisher Dell
Release Date 2012-11-21
Category Self-Help
Total Pages 240
ISBN 9780307831217
Language English, Spanish, and French
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Book Summary:

Bosses, friends, family members, they've made your life hell -- until now! Based on fourteen years of research and observation, Dr. Robert Bramson's proven-effective techniques are guaranteed to help you right the balance and take charge of your life. Learn how to: Stand up to anyone -- without fighting. Blunt a sniper's attack. Get a clam to talk. Cut off a Sherman tank at the pass. Manage bulldozers. Get stallers off the dime. Move a complainer into a problem-solving mode. Learn the six basic steps that allow you to cope with just about anyone. Reclaim the power the rightfully belongs to you in any relationship!

Title Powerful Phrases for Effective Customer Service
Author Renee Evenson
Publisher AMACOM
Release Date 2012-09-12
Category Business & Economics
Total Pages 304
ISBN 9780814420331
Language English, Spanish, and French
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Book Summary:

Let's face it, dealing with customers isn't easy. They aren't always right--or even pleasant. But experienced business author Renée Evenson ensures you always have the right words to defuse tense interactions. In Powerful Phrases for Effective Customer Service, she covers thirty challenging customer behaviors and twenty common employee-caused negative encounters to teach readers how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to take action and deliver those words effectively. Practical and insightful, Powerful Phrases for Effective Customer Service ensures you’ll never again be at a loss for what to say to customers. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.

Title Difficult People Dealing With Difficult People At Work
Author Colin Smith
Publisher Colin Smith
Release Date 2016-03-15
Category Business & Economics
Total Pages 26
ISBN 1491245522
Language English, Spanish, and French
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Book Summary:

Wouldn't it be nice if you could get through your work day without ever encountering difficult personalities? Unfortunately, we can't usually pick our coworkers or our customers, which means at some point you're bound to find yourself in difficult relationships with people who are hard to deal with. While you can't change difficult people, you can learn to communicate effectively and to diffuse interpersonal conflict before it starts. “Difficult People: Dealing With Difficult People At Work” will give you the skills you need to deal with difficult people at work and provide you with the tools you need to overcome the obstacles to working with challenging people. Written by an expert in interpersonal relationships, “Difficult People: Dealing With Difficult People At Work” is an easy-to-read guide that makes dealing with difficult people at work much easier whether the people in question are coworkers, supervisors or customers. This book covers a broad range of topics and will: • Teach you how to deal with difficult conversations to avoid conflict and resolve differences productively • Improve your communication skills at work, so that you can get your point across to difficult people and gain understanding of their points of view • Give you strategies for dealing with anger and stress to make coping with difficult people easier and ensure that you don't lose your cool • Provide insight into the types of personalities that you're likely to encounter with difficult people at work • Supply you with tools that you can use to resolve conflict when it does arise The knowledge, insight, skills and tools you'll gain from, “Difficult People: Dealing With Difficult People At Work” will help you in your current role at work and with coping with difficult people as you advance in your career. The lessons you'll learn for managing interpersonal conflict and navigating difficult relationships can transform every aspect of life, helping you communicate effectively with friends and family as well. Stop dreading every encounter with those difficult personalities around the office and become a better leader and peer. Download, “Difficult People: Dealing With Difficult People At Work” today!

Title Dealing with Difficult People HBR Emotional Intelligence Series
Author Harvard Business Review
Publisher Harvard Business Press
Release Date 2018-04-17
Category Business & Economics
Total Pages 160
ISBN 9781633696099
Language English, Spanish, and French
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Book Summary:

Learn how to deal with difficult colleagues and clients. At the heart of dealing with difficult people is handling their--and your own--emotions. How do you stay calm in a tough conversation? How do you stay unruffled in the face of passive-aggressive comments? And how do you know if you're difficult to work with? This book explains the research behind our emotional response to awful colleagues and shows how to build the empathy and resilience to make those relationships more productive. Books in this series are based on the work of experts including: Daniel Goleman Tony Schwartz Nick Morgan Daniel Gilbert This collection of articles includes "To Resolve a Conflict, First Decide: Is It Hot or Cold?" by Mark Gerzon; "Taking the Stress Out of Stressful Conversations," by Holly Weeks; "The Secret to Dealing with Difficult People: It's About You," by Tony Schwartz; "How to Deal with a Mean Colleague," by Amy Gallo; "How To Deal with a Passive-Aggressive Colleague," by Amy Gallo; "How to Work with Someone Who's Always Stressed Out," by Rebecca Knight; "How to Manage Someone Who Thinks Everything Is Urgent," by Liz Kislik; and "Do You Hate Your Boss?" by Manfred F. R. Kets de Vries. HOW TO BE HUMAN AT WORK. The HBR Emotional Intelligence Series features smart, essential reading on the human side of professional life from the pages of Harvard Business Review. Each book in the series offers proven research showing how our emotions impact our work lives, practical advice for managing difficult people and situations, and inspiring essays on what it means to tend to our emotional well-being at work. Uplifting and practical, these books describe the social skills that are critical for ambitious professionals to master.

Talking To Crazy by Mark Goulston

Title Talking to Crazy
Author Mark Goulston
Publisher AMACOM
Release Date 2018-07-10
Category Business & Economics
Total Pages 272
ISBN 9780814439593
Language English, Spanish, and French
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Book Summary:

“[Goulston’s]ideas are a bit counter-intuitive but they really do shift the dynamic and help people diffuse and disarm the irrational person leading to more positive outcomes.” -- Online MBA Because some people are beyond difficult... Let’s face it, we all know people who are irrational. No matter how hard you try to reason with them, it never works. So what’s the solution? How do you talk to someone who’s out of control? What can you do with a boss who bullies, a spouse who yells, or a friend who frequently bursts into tears? In his book, Just Listen, Mark Goulston shared his bestselling formula for getting through to the resistant people in your life. Now, in his breakthrough new book Talking to Crazy, he brings his communication magic to the most difficult group of all—the downright irrational. As a psychiatrist, Goulston has seen his share of crazy and he knows from experience that you can’t simply argue it away. The key to handling irrational people is to learn to lean into the crazy—to empathize with it. That radically changes the dynamic and transforms you from a threat into an ally. Talking to Crazy explains this counterintuitive Sanity Cycle and reveals: Why people act the way they do • How instinctive responses can exacerbate the situation—and what to do instead • When to confront a problem and when to walk away • How to use a range of proven techniques including Time Travel, the Fish-bowl, and the Belly Roll • And much more You can’t reason with unreasonable people—but you can reach them. This powerful and practical book shows you how.

Difficult Conversations by Douglas Stone

Title Difficult Conversations
Author Douglas Stone
Publisher Penguin
Release Date 2010
Category Psychology
Total Pages 315
ISBN 9780143118442
Language English, Spanish, and French
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Book Summary:

The authors cover difficult situations in both personal and professional life.

Title How to Have Confidence and Power in Dealing with People
Author Leslie T. Giblin
Publisher Penguin
Release Date 1985-11-01
Category Self-Help
Total Pages 192
ISBN 9781101659243
Language English, Spanish, and French
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Book Summary:

Taking a brass tacks approach to communication, How to Have Confidence and Power in Dealing With People explains how to interact with others as they really are, not as you would like them to be. The goal is to get what you want from them successfully – be it cooperation, goodwill, love or security. Les Giblin, a recognized expert in the field of human relations, has devised a method for dealing with people that can be used when relating with anyone – parents, teachers, bosses, employees, friends, acquaintances, even strangers. Giblin shows step by step how to get what you want at any time and in ways that leave you feeling good about yourself. Moreover, the people who have given you want you want wind up feeling good about themselves, too. The result? Nobody gets shortchanged. It’s a win-win situation. Each chapter includes a handy summary, so there’s absolutely no chance of missing the book’s key points. You can also use these recaps to refresh your memory after you’ve finished the book. Instead of feeling miserable about your interpersonal skills, read this best-selling guide and learn to succeed with people in every area of your life.

Title Dealing with Difficult People
Author Roy Lilley
Publisher Kogan Page Publishers
Release Date 2013-03-03
Category Business & Economics
Total Pages 168
ISBN 9780749466954
Language English, Spanish, and French
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Book Summary:

Moaners, fault finders, manipulators - these are just a few examples of the difficult people we put up with at work. However by understanding their motives and individual behaviours you can learn to manage aggression, avoid awkward situations and keep your cool. This second edition of the best-selling Dealing with Difficult People includes a brand new chapter on dealing with difficult people in the digital sphere. It provides the tools and techniques you need to get the best out of the worst, including how to deal with difficult customers, advice on beating bullies at their own game and how to deal with a boss who drives you barmy.

Managing Difficult People by Marilyn Pincus

Title Managing Difficult People
Author Marilyn Pincus
Publisher Simon and Schuster
Release Date 2004-10-08
Category Business & Economics
Total Pages 224
ISBN 9781605508542
Language English, Spanish, and French
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Book Summary:

Don't Let Negaholics Rule Your Workplace! As a manager, you're sandwiched between the pressure of senior executives and the demands of your own staff memebers. The last thing you need is an unruly employee whose chronic "negaholic" attitude upsets your office applecart and affects the morale of your entire staff. Managing Difficult People gives you the tools you need to cope with all kinds of difficult employees. From sneaky slackers to resident office tormentors, this handy guide cuts to the chase, helping you identify and deal with specific personality types such as The Bully, The Complainer or Whiner, The Procrastinator, The Know-It-All, The Silent Type, The Social Butterfly, The "No People Skills" Person, The Rookie, The Overly Sensitive Person, and The Manipulator.

Leading The Unleadable by Alan Willett

Title Leading the Unleadable
Author Alan Willett
Publisher AMACOM
Release Date 2016-11-29
Category Business & Economics
Total Pages 240
ISBN 9780814437612
Language English, Spanish, and French
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Book Summary:

Difficult employees are by far the worst part of a manager’s job. Control freaks. Narcissists. Slackers. Cynics. Their outbursts, irrational demands, gripes, and countless other disruptions need to be dealt with, and you are the unlucky one with that job description. But every manager has to deal with these people. What separates the great managers is their ability to turn them into productive team players.Leading the Unleadable turns this seemingly difficult chore into a straight-forward process that gently, yet effectively, improves behaviors. And it begins with understanding a core truth: most people actually want to contribute results, not cause headaches. When the manager resets to that fundamental principle, the potential for change can reveal itself in even the most hopeless situations. Written by an insider in the tech industry, where personality issues routinely wreck projects, the book explains how to:• Master the necessary mindset• Explain the problem calmly in a short feedback session• Get a commitment to change, then follow up• Coach others to replicate the process• Develop the situational awareness required to spot future trouble before it hits Are you a great manager? Of course you believe you are. So don’t just put up with your difficult employees. Anyone can do that. Turn them into the tremendous team players everyone wants them to be!

Title Dealing with People You Can t Stand How to Bring Out the Best in People at Their Worst
Author Dr. Rick Brinkman
Publisher McGraw Hill Professional
Release Date 2002-02-27
Category Self-Help
Total Pages 224
ISBN 9780071379441
Language English, Spanish, and French
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Book Summary:

The international bestseller--­­more than 500,000 copies sold! With their 1994 international bestseller, Dealing with People You Can't Stand, Drs. Rick Brinkman and Rick Kirschner armed a civility-starved world with no-nonsense strategies for dealing with difficult people with tact and skill. Since then, cell phones, the Internet, voice mail, and other technological wonders designed to bring people closer together have only made it that much harder to avoid "people you can't stand;" even worse, they've also created exciting new ways for annoying people to realize their talent for being pains in the butt. Updated and revised for the digital age, this new edition of Brinkman and Kirschner's bestselling guide shows readers how to successfully combat the whiners, grenades, tanks, snipers, close-talkers, pedants, and other rude, crude, and inconsiderate people who can ruin your day at work, in stores, on the street, in restaurants, at the movies, in waiting rooms, by fax, phone, and E-mail, and in cyberspace.

Title Dealing with Difficult Customers
Author Noah Fleming
Publisher Red Wheel/Weiser
Release Date 2017-11-20
Category Business & Economics
Total Pages 240
ISBN 9781632658890
Language English, Spanish, and French
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Book Summary:

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.

Title Setting Boundaries with Difficult People
Author Allison Bottke
Publisher Harvest House Publishers
Release Date 2011-10-01
Category Religion
Total Pages 240
ISBN 9780736941341
Language English, Spanish, and French
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Book Summary:

Continuing her popular Setting Boundaries® series, Allison Bottke offer her distinctive “Six Steps to SANITY” to readers who must deal with difficult people. S…Stop your own negative behavior A…Assemble a support group N…Nip excuses in the bud I…Implement rules and boundaries T….Trust your instincts Y…Yield everything to God Whether it’s a spouse, in-law, boss, coworker, family member, neighbor, or friend, readers who have allowed others to overstep their boundaries will learn how these six steps can help them reset those boundaries and take back their life…for good. Setting Boundaries® with Difficult People is designed to inspire, empower, and equip readers with the tools to transform lives.

Toxic Coworkers by Alan A. Cavaiola

Title Toxic Coworkers
Author Alan A. Cavaiola
Publisher New Harbinger Publications Incorporated
Release Date 2000
Category Business & Economics
Total Pages 207
ISBN 1572242191
Language English, Spanish, and French
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Book Summary:

Two psychologists offer a thoughtful guide designed to help readers identify and cope effectively with difficult and dysfunctional coworkers on the job, examining an array of personality traits and disorders and presenting helpful strategies for dealing with them. Original.

Getting To Yes by Roger Fisher

Title Getting to Yes
Author Roger Fisher
Publisher Houghton Mifflin Harcourt
Release Date 1991
Category Business & Economics
Total Pages 200
ISBN 0395631246
Language English, Spanish, and French
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Book Summary:

Describes a method of negotiation that isolates problems, focuses on interests, creates new options, and uses objective criteria to help two parties reach an agreement