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Dealing With Difficult People

How to deal with nasty customers, demanding bosses and uncooperative colleagues.

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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.
Available in Paperback (255 pages)
$21.00 plus P & H

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or E-book (Instant Download)
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"You are giving me so many tools!"

Your book was the last of eight that I borrowed from the library to help me with call centre success. I unknowingly saved the best for last! I am reading about the 115 ways that people manipulate other people. I really appreciate all the time and effort you have put into this book, breaking down every type of manipulator. You are giving me so many tools! Thank you! I know that I am really going to be able to utilize and share this information with my call center, and I know for a fact that giving my customer service reps the knowledge that you have given me will help all of them, not only in the workplace, but in their personal lives as well.

Melissa W. Customer Service Trainer, Canada


"…think it’s fantastic."

I have just finished reading your book titled, ‘Dealing with Difficult People’ and think it’s fantastic.

Fiona Covassi, Community Services, Port Adelaide, Australia


"I couldn’t put it down."

Thank you for writing ‘Dealing with Difficult People.’  I couldn’t put it down.  I thought I  knew how to deal with awkward customers, as I was a Guard and now a Station Supervisor for British Rail, and as you can imagine, there can be quite a lot of things go wrong.

Mr. M. H., Sussex, UK


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