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
Whiners, complainers & bellyachers
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.