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!

Author ,
Isbn 0814432999
Genre Business & Economics
Year 2013-10-15
Pages 240
Language English
File format PDF

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!

Author Susan Benjamin
Isbn 9780071595124
Genre Business & Economics
Year 2007-09-06
Pages 224
Language English
File format PDF

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.

Author Gill Hasson
Isbn 0857085719
Genre Business & Economics
Year 2014-10-29
Pages 208
Language English
File format PDF

In The Art and Science of Dealing with Difficult People, David Brown pinpoints the seven principles of relationship building that are crucial to creating a successful working environment. Brown breaks down each principle by providing easy to understand instructions and universally applicable management skills. Brown’s philosophy is to approach work place discord as a problem from both a managerial and lower level perspective. He offers advice on how to treat employees, while at the same time asking leaders to reflect and make self-adjustments which will facilitate a more efficient work space. Readers will gain a deeper understanding of how their employees view management personnel, what leadership skills are most effective, and how to ensure two-way communication. Using Brown’s tried and true tools, anyone can learn to focus on how to motivate, establish trust, and form a psychological contract. Numerous case studies throughout allow readers to observe the concrete application of Brown’s suggestions in real-life scenarios and complex situations, such as mergers and staff integration, information management, and more. In addition, The Art and Science of Dealing with Difficult People provides readers with skills drawn from an understanding of the basic fundamentals of human behavior.

Author David Brown
Isbn 1628731567
Genre Business & Economics
Year 2011-10-01
Pages 128
Language English
File format PDF

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.

Author Renee Evenson
Isbn 0814420338
Genre Business & Economics
Year 2012-09-12
Pages 304
Language English
File format PDF

If you have ever wished you had the equivalent of a “Nanny 911” to defuse tensions in the office, your wish has come true. 151 Quick Ideas to Deal With Difficult People is the ultimate guide on how to face challenging employees and coworkers. The extensive topics in this book deal with how to handle characters ranging from Bunglers to Backstabbers to Bullies. Few books on difficult employees, if any, offer such an extensive assortment of the characters you’re likely to encounter at work and how best to deal with them. When faced with difficult employees, too often managers and coworkers lack the skills for handling the stressful encounters, so they throw up their hands in complete exasperation. Well, all that ends with this book. You’ll learn how to: Keep problem employees from setting the tone in the office. Take steps to turn troublemakers into team players. Keep them from demoralizing or scaring away other employees. Know when to cut your losses. Avoid hiring troublemakers in the first place. Confront bullies, harassers, and ageists. Keep a backstabber from sabotaging your career. Keep an aggressive colleague from commandeering your meeting. Deal with colleagues who infringe on your time. Because the information in this book is so concise and practical, you’ll refer to it again and again. Whether you are a manager or a coworker of difficult employees, the advice will give you the tools to better supervise problem workers or the confidence to stand up to them. You will no longer live in fear of an aggressive employee ruining your day.

Author Carrie Mason-Draffen
Isbn 160163918X
Genre Business & Economics
Year 2007-04-15
Pages 192
Language English
File format PDF

Dealing with difficult people - from awkward customers at work to irritating neighbours at home - is a challenge many people face on a day-to-day basis. This book will show you how to: - Defuse and deal with difficult customers, both on the phone and face to face; - Manage problems with colleagues in the workplace, including a manipulative boss; - Handle difficult day-to-day interactions with any people we come into contact anywhere; - Identify and manage behaviours which can turn a person into a `problem?;Improve necessary listening and communication skills; - Increase self confidence and develop rapport building skills. This book contains some proven techniques for managing yourself as well as managing difficult people. If you gain a better understanding of yourself, build your confidence and use these techniques, then you?ll make your life a whole lot easier.

Author Alan Fairweather
Isbn 1848034385
Genre Business & Economics
Year 2011-07-01
Pages 160
Language English
File format PDF

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.

Author Harvard Business Review,Tony Schwartz,Mark Gerzon,Holly Weeks,Amy Gallo
Isbn 163369609X
Genre Business & Economics
Year 2018-04-17
Pages 160
Language English
File format PDF

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.

Author Les Giblin
Isbn 1618132288
Genre Business & Economics
Year 1956-01-01
Pages 188
Language English
File format PDF

“[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.

Author Mark Goulston
Isbn 0814439594
Genre Business & Economics
Year 2018-07-10
Pages 272
Language English
File format PDF

The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask" We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to: · Decipher the underlying structure of every difficult conversation · Start a conversation without defensiveness · Listen for the meaning of what is not said · Stay balanced in the face of attacks and accusations · Move from emotion to productive problem solving

Author Douglas Stone,Bruce Patton,Sheila Heen
Isbn 1101496762
Genre Psychology
Year 2010-11-02
Pages 352
Language English
File format PDF

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.

Author Noah Fleming,Shawn Veltman
Isbn 1632658895
Genre Business & Economics
Year 2017-11-20
Pages 240
Language English
File format PDF

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!

Author Alan Willett
Isbn 0814437613
Genre Business & Economics
Year 2016-11-29
Pages 240
Language English
File format PDF

Learn Everything You Can From Every Type of Boss Managers come in all varieties, and unfortunately you don't get to choose your preference. Too often, we find ourselves working for people who are tough to work for, difficult to "decode," or brilliant but inaccessible. Managing Your Manager is the answer to dealing with a problematic supervisor. Placing manager "types" into real-world categories--from the Bully, Scientist, and Star to the Geek, Parent, and Con Artist--it provides everything you need to make your work life more satisfying and productive. Managing Your Manager gives you the tools to: Categorize your boss based on telling traits Create a solid working relationship Avoid common pitfalls associated with certain types Become a strong leader based on lessons learned from various bosses Managers of all types can provide invaluable learning experiences that can enhance your career. Managing Your Manager empowers you with the knowledge, skills, and savvy for dealing with any type of boss and excelling in your job.

Author Gonzague Dufour
Isbn 9780071752367
Genre Business & Economics
Year 2011-01-07
Pages 256
Language English
File format PDF

To make the journey into the Now we will need to leave our analytical mind and its false created self, the ego, behind. From the very first page of Eckhart Tolle's extraordinary book, we move rapidly into a significantly higher altitude where we breathe a lighter air. We become connected to the indestructible essence of our Being, “The eternal, ever present One Life beyond the myriad forms of life that are subject to birth and death.” Although the journey is challenging, Eckhart Tolle uses simple language and an easy question and answer format to guide us. A word of mouth phenomenon since its first publication, The Power of Now is one of those rare books with the power to create an experience in readers, one that can radically change their lives for the better.

Author Eckhart Tolle
Isbn 1577313119
Genre Body, Mind & Spirit
Year 2010-10-06
Pages 256
Language English
File format PDF

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.

Author Marilyn Pincus
Isbn 1605508543
Genre Business & Economics
Year 2004-10-08
Pages 224
Language English
File format PDF

Right or wrong, when it's time to choose between a candidate who is perfect on paper and one who is persuasive in person, there’s no contest. After all, almost every applicant who makes it to the interview process looks fabulous on a résumé. So employers have to make gut-level evaluations based on the candidates’ answers to the interview questions. How confident are you that your responses are distinguishing you from the competition?Hiring expert Tony Beshara knows the words that trigger “yes” in the minds of employers--and in his handy new book, he arms candidates with hundreds of ready-to-use responses to even the toughest interview questions. Covering entry-level to executive positions and encompassing all industries, Powerful Phrases for Successful Interviews propels job seekers through every stage of the process. Readers and future leading candidates will learn power phrases to:• Get their foot in the door• Clearly communicate their skills, strengths, and experience--and why they would be a perfect fit• Make a great impression at the crucial opening and close• Score high on the likability factor• Dispel lingering concerns about work history• Give follow-up emails real impact• Negotiate a strong job offer• And moreThe job market is awash with qualified applicants--which means the next position you apply for will be filled by the candidate who gives the right answers. This invaluable resource arms candidates with hundreds of ready-to-use responses to even the toughest interview questions, giving professionals the right words to make the difference every time.

Author Tony Beshara,Phil McGraw
Isbn 0814433553
Genre Business & Economics
Year 2014-02-13
Pages 240
Language English
File format PDF

Explains how to: Identify 10 bothersome behaviors and deal successfully with each of them Understand why people become difficult Use sophisticated techniques to neutralize whining, negativity, attacks, tantrums and more Cultivate the nine "take-charge" skills that prevent people from becoming difficult

Author Dr. Rick Brinkman,Dr. Rick Kirschner
Isbn 9780071487153
Genre Business & Economics
Year 2006-04-07
Pages 128
Language English
File format PDF

Hands-on help for quicklyand persuasivelywriting company-mandated performance appraisals Writing performance appraisals is one of the most difficult and time-consuming tasks managers face. Perfect Phrases for Performance Reviews simplifies the job, providing a comprehensive collection of phrases that managers can use to describe employee performance, provide directions for improvement, and more. For example: "Sets priorities well" "Misses important deadlines" "Thorough, reliable, and accurate" All managers and HR professionals will value the book for its: Hundreds of ready-to-use phrases, organized by job skill and performance level Tips for documenting performance issues and conducting face-to-face reviews Easily adapted performance review templates covering five performance levels With the wide-ranging assortment of descriptions available in this book, managers will be able to find the perfect terms to help them analyze and understand the work performance of each person they work with.

Author Douglas Max,Robert Bacal
Isbn 9780071501941
Genre Business & Economics
Year 2002-12-02
Pages 250
Language English
File format PDF

Are you one of those people who find it difficult to make a conversation with difficult individuals and cope with their volatile and unreasonable behavior in important situations in life? Have you always been awed at the sight of some people who could talk comfortably with the most unpredictable people in the most problematic situations? Look no further than this masterfully created tome that contains everything you need to know about developing an extraordinary conversational intelligence that you can use to initiate a conversation with whosoever you want. With the help of the time-tested mindfulness techniques, the book explains how you can overcome your conversational ineptitude, making you familiar with the paradigm and redefining the concept of mindfulness. You will learn how to connect with people on an emotional level, leveraging the power of your great conversational ability to achieve unprecedented success. With this book, you get to: -Understand the link between mindfulness and the ability to talk to anyone. -Understand what it takes to be a great conversationalist with the help of mindfulness. -Understand how to enhance both your emotional intelligence and conversational ability. -Understand why conversational mindfulness equals stellar conversation ability. Go ahead and get your copy NOW!

Author Andrew G. Brown
Isbn
Genre Self-Help
Year 2020-05-31
Pages 169
Language English
File format PDF