Testimonials

Book – Dealing with Difficult People

"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


"You outline and describe things so well and concisely."

You outline and describe things so well and concisely. The procedures to follow when dealing with others are concrete as well as pertinent. Thank you for your help.

Margaret Thomson, Maui, USA


"I have always been afraid of handling demanding customers… now have more confidence…"

I have always been afraid of handling demanding customers over the phone. However, I now have more confidence to try out the suggested actions to be taken when I am in such a situation.

Nazlin Bte Mohd Hilal, Singapore


"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

Book Reviews – Dealing with Difficult People

"Cava lays it all out there in an easy-to-follow format…"

Whenever you have more than one person in a room, the potential for conflict exists. Fear no more! Help is on the way. Roberta Cava has come to the rescue with her book, ‘Dealing with Difficult People: How to deal with nasty customers, demanding bosses, and annoying co-workers.’ I found her book to be well-written and easy to understand. Cava lays it all out there in an easy-to-follow format, from understanding behavior and basic communication skills, to ending off with some suggestions on how to deal with a cast of characters you’re likely to run into. You know: manipulators, clients, supervisors, co-worker and subordinates.

Brian Smith, Power Link Dynamics


"…very practical help for handling difficult people."

Roberta Cava’s book, ‘Dealing with Difficult People’ is a timely and very practical help for handling difficult people. She takes a hard and insightful look at common conflicts in various settings. It offers skills that work for responding to challenges in communication, feedback, client complaints and workplace bullying and harassment. The last five chapters concentrate on handling difficult people in the workplace – difficult clients, supervisors, subordinates and co-workers.

Uzima Publishing House


"The book outlines useful techniques that help anyone…"

Do you have to deal with irate, rude, impatient, persistent or aggressive people? If so, you must read Roberta Cava’s internationally best-selling book, ‘Dealing with Difficult People.’ The book outlines useful techniques that help anyone, especially front-line staff, keep their cool under fire in a wide variety of situations. It covers such people as whiners, complainers and bellyachers, saboteurs, sarcastic, silent treatment, gossipers, guilt givers, buck-passers, bullies, know-it-alls, domineering tyrants, controllers, hot-headed and battering rams to name a few.

Work from Home


"…this book teaches people how to handle stressful situations and defuse them."

Dealing with Difficult People is what Burleigh Heads author Roberta Cava knows best. At one time or another everyone has to deal with irate, rude, impatient or aggressive people in the workplace, and this book teaches people how to handle stressful situations and defuse them. Ms Cava has an extensive background in human resources. She says, “Basically no matter what country people come from, they are all the same inside. They all use sarcasm and antagonism in the workplace to deal with situations. But people have a choice as to whether they accept that person’s behavior and have control over their response reaction to that behavior. When people are not in control, their self-esteem is affected. Sixty percent of all difficult people causing problems in the workplace is caused by bosses who don’t have management skills, so use someone else as a role model.

Cassie Dalziel, Gold Coast Mail


"Putting yourself in colleagues’ and customer’s shoes is tremendously important when trying to communicate with them…"

Putting yourself  in colleagues’ and customer’s shoes is tremendously important when trying to communicate with them,” stresses Roberta Cava, author of bestseller ‘Dealing with Difficult People,’  “Often people don’t have good listening skills and they don’t check things out, so they misunderstand people.  They don’t give people feedback on what they’re doing.

Communications Bulletin

Dealing with Difficult People Seminars:

"I have progressed so far with my people skills…"

I have progressed so far with my people skills and am able to control my frustration and anger better since attending your ‘Dealing with Difficult People’ seminar. When a lady caused trouble with one of my staff, I stepped in to solve the problem. I really wanted to yell, scream and rant because she was insulting me and my staff. I could feel my heart beating, my cheeks were getting red hot, but I was able to calm myself down and resolve the issue. After she left, I was able to calm my employee down, and told her about what I had learned at your seminar. These actions were completely out of character for me and I cannot thank you enough for helping me become a better person.

Sabrina Morris, Australia


“You’ve given me a completely new attitude…”

I was skeptical that I’d learn much from someone outside the police department, but I’m very glad I attended your seminar.  You’ve given me a completely new attitude towards dealing with difficult people and situations.

City of Edmonton Police Service



"…I want to offer it to all my staff."

I enjoyed the seminar so much I want to offer it to all my staff.

Holiday Inn, Kuala Lumpur


"Roberta uses everyday situations to illustrate her topic."

I enjoyed the seminar greatly. Roberta uses everyday situations to illustrate her topic. Well done! I can’t wait to read her book.

The Insurance Institute of Ontario



"…was one of the best training events for Pharmacy Assistants to date."

According to the evaluation forms for our conference, the delegates’ opinion of the conference was that it was one of the best training events for Pharmacy Assistants to date.

Rebecca Tierney, Pharmacy Guild of Australia


“…ideas so people really listen.”

Roberta has a wonderful skill to convey thoughts and ideas so people really listen.

Brenda Klein, Director, Advertising Company



"There were many practical demonstrations which are suitable for implementation…"

Roberta’s workshop provided solutions when dealing with difficult people. There were many practical demonstrations which are suitable for implementation at the workplace.

                                                                                           Doris Tan, Goldheart Jewelry

Book - Before Tying the Knot:

"My daughter and her fiancé expressed their thanks to me…
and stated how helpful it was to them…"

I just wanted to express my heartfelt thanks for your book entitled ‘Before Tying the Knot.’  I gave this book to my daughter when she started dating a young man whom she has now decided to marry.  My daughter and her fiancé expressed their thanks to me for purchasing this book and stated how helpful it was to them before they even got engaged.  I would hope and pray that every church would have the above book available to present to all couples before they tie the knot.  You are helping many people with your books, and I thank you for all your efforts.

                                                                                           Dena Daniels, Edmonton, Canada

Book - How Women Can Advance in Business:

"I now know just how things are really done in the business world, why they are done,
and how to deal with them in the most beneficial way."

I enjoyed reading your book 'How Woman Can Advance in Business’. I learned a great deal of valuable information which will help me in the future, especially the chapters: Why managers say they don’t promote many women; Games played in Business; and Problems of female Supervisors. I now know just how things are really done in the business world, why they are done, and how to deal with them in the most beneficial way. I liked everything that was written and thoroughly enjoyed reading the book and would like to read more of your books.

Alanna Cudahy, Student from Ontario, Canada
 
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