Difficult People: How Deal With Impossible Clients, Bosses and Employees - Softcover

Cava, Roberta

3.24

29 ratings by Goodreads

9781552091258: Difficult People: How Deal With Impossible Clients, Bosses and Employees

Softcover

ISBN 10: 1552091252 ISBN 13: 9781552091258

Publisher: Firefly Books Ltd, 1997

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Difficult People is 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.

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From the Publisher:

Nasty customer?Boss on the rampage?Uncooperative colleagues?
"[This book] is full of strategies to control your anger and improve your skills when dealing with impossible clients and employees." --Business97 magazine

At one time or another, everyone has to deal with irate, rude, impatient or aggressive people in the workplace. "Difficult People" is the book for learning how to handle these stressful situations and how to diffuse tensions calmly and professionally.

Author Roberta Cava outlines the useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations including: angry customers; annoying subordinates, co-workers and bosses; sarcasm and The Silent Treatment; and abusive language and behavior.

Cava's thorough coverage of communication skills--including paraphrasing, feedback, interpreting body language and understanding different personality types--makes "Difficult People" a must for anyone in the business world.

Roberta Cava, president of Cava Management Consulting Services, has presented seminars on coping with difficult people in colleges, universities and businesses throughout North America and Australia. She is also the author of "Escaping the Pink Collar Ghetto".

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