Dealing with Difficult People: How to deal with nasty customers, demanding bosses and uncooperative colleagues - Softcover

Cava, Roberta

Softcover

ISBN 10: 0992448972 ISBN 13: 9780992448974

Publisher: Cava Consulting, 2014

Synopsis

Everyone who has had to deal with irate, rude, impatient or aggressive people in the workplace will welcome this book. Dealing with Difficult People offers detailed, proven strategies for handling stressful situations calmly and professionally and is an absolute must for anyone who wants to defuse tensions and resolve stressful situations. Discover the root causes of poor communication, learn how to deal with the most common personality conflicts and improve your own people skills so that you work better with others.Completely updated and revised, this international bestseller outlines proven techniques that help workers “keep their cool” in a variety of situations including:·Calming angry customers·Handling annoying subordinates, co-workers and bosses·Dealing with sarcasm and the ‘silent treatment’·Preventing abusive language and behaviour·Recognising and circumventing office politics·Sexual Harassment and Workplace Bullying

About this title

About the Author

ROBERTA CAVA is the owner of Cava Consulting in Australia and presents her seminars worldwide, including her session: Dealing with Difficult People that has been presented to over 54,000 participants. She is the author of 25 books and will be writing more.

Excerpt. © Reprinted by permission. All rights reserved.

Introduction

Do you have to deal with irate, rude, impatient, emotional, persistent or aggressive people? Do you come home from work stressed out from having handled such people all day? If so, reading this book will enable you to control your moods by not allowing others to give you negative feelings. You'll learn how to control your anger and stress levels, and obtain a psychological edge by improving your people skills.

Businesses (especially those in the service sector) are learning the importance of having employees who are capable of handling all types of difficult people and situations. Employees who succeed in this area are in great demand.

Difficult people are the ones who try to:

- 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; - often use coercion, manipulation or other underhanded methods to get their way; - make us feel guilty if we don't go along with their wishes; - make us anxious, upset, frustrated, angry, depressed, jealous, inferior, defeated or any other negative feeling; - make us do their share of the work.

Knowing techniques that work for dealing with difficult people and situations can boost your confidence, improve your competence at work, reduce stress and anxiety, and increase your enthusiasm for your job.

You'll experience a feeling of accomplishment when you handle difficult situations well. Your employer, co-workers and staff will trust and rely on you, will admire and like you, will think twice before pushing you around and will be more willing to try to please you.

How do I know that the techniques outlined in this book really work? Because more than 45,000 participants worldwide have attended my seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. These contributions are scattered throughout the book. I endorse every technique described here and use them regularly. Not only do I handle difficult situations better, but I've gained control of my reactions to negative situations. So can you!

About this edition

• Publisher: Cava Consulting
• Publication date: 2014
• ISBN 10: 0992448972
• ISBN 13: 9780992448974
• Binding: Paperback
• Number of pages: 298