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

Cava, Roberta

ISBN 10: 1550131869 / ISBN 13: 9781550131864

Published by Key Porter Books, 1758

Shows moderate signs of wear and previous use. Can include notes highlighting. A portion of your purchase benefits nonprofits! - Note: Edition & format may differ from what is shown in stock photo & item details. May not include supplementary material such as toys, access code, dvds, etc. Seller Inventory # 584ZST0003IT_ns

Synopsis:

Shows how to deal with angry customers, annoying subordinates, difficult co-workers, and cantankerous bosses by becoming an effective communicator and understanding different personality types

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".

Bibliographic Details

Title: Difficult People: How to Deal With ...
Publisher: Key Porter Books
Publication Date: 1758
Binding: Soft cover
Condition: good