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Dealing With Difficult People

Dealing With Difficult People

Dealing With Difficult People

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"I would recommend this book for everyone.  Not just business persons, but anyone dealing with the public."

The book is so chock full of info on dealing with difficult people.  It goes beyond the obvious and gets to the root causes of the actions some people take, and how you can best combat them.

T. Christopher Linsen, Michigan, USA

"I had the pleasure of sitting in on one of Roberta's seminas and meeting this very lovely woman."

This book gives good tips and tricks on how to deal with people you find difficult.

D.J. Young, Melbourne, Australia

"I learned how to deal with… without losing my cool."

I learned how to deal with irate, rude, impatient, emotional, persistent and aggressive people without losing my cool.

Cathryn Sim, Immigration & Checkpoints Authority, Singapore

Since 1990, this internationally best-selling book has been so popular that revised editions were released in 1995, 2000, 2004, 2006 and 2008.  It is now available through twenty-two publishers in sixteen languages. A full list can be found here – International Publishers.

At one time or another, everyone has to deal with irate, rude, impatient emotional or aggressive people in the workplace.  This is the book for learning how to handle these stressful situations and how to defuse tensions calmly and with professionalism.  The book outlines useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations including:

  • Upset, angry, rude, abusive customers
  • Difficult co-workers
  • Whiners, complainers & bellyachers
  • Annoying subordinates
  • Demanding bosses
  • Abusive language or behaviour
  • Sarcasm, "The Silent Treatment," gossip and tantrums

The thorough coverage of effective communication skills including:

  • Paraphrasing and feedback
  • Listening and speaking skills
  • Interpreting body language, and
  • Understanding different personality types
  • makes Dealing with Difficult People a must read for anyone in business.

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