Powerful Phrases for Dealing with Difficult People

Author: Renee Evenson
Publisher: AMACOM
ISBN: 0814432999
Category : Business & Economics
Languages : en
Pages : 242

Book Description
How to Manage Work Relationships in a Constructive Way that Leads to Success. Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial. Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as: 325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases. 30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each. Nonverbal communication actions 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 explanations. Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities

Author: Susan Benjamin
Publisher: McGraw Hill Professional
ISBN: 0071595120
Category : Business & Economics
Languages : en
Pages : 242

Book Description
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!

Powerful Phrases for Effective Customer Service

Author: Renee Evenson
Publisher: AMACOM Div American Mgmt Assn
ISBN: 081442032X
Category : Business & Economics
Languages : en
Pages : 306

Book Description
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.

Powerful Phrases for Successful Interviews

Author: Tony Beshara
Publisher: AMACOM
ISBN: 0814433553
Category : Business & Economics
Languages : en
Pages : 258

Book Description
The job market is full of qualified applicants--which means the next position you apply for will be filled by the candidate who gives the right answers. How confident are you that your responses are distinguishing you from the competition? 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. Hiring expert Tony Beshara knows the words that trigger “yes” in the minds of employers--and in this 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. Beshara will show you the power phrases to: Get your foot in the door Clearly communicate your skills, strengths, and experience 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 Powerful Phrases for Successful Interviews provides 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.

Getting Along

Author: Amy Gallo
Publisher: Harvard Business Press
ISBN: 164782107X
Category : Business & Economics
Languages : en
Pages : 326

Book Description
Named one of "22 new books…that you should consider reading before the year is out" by Fortune "This practical and empathetic guide to taking the high road is worth a look for workers lost in conflict." — Publisher's Weekly A research-based, practical guide for how to handle difficult people at work. Work relationships can be hard. The stress of dealing with difficult people dampens our creativity and productivity, degrades our ability to think clearly and make sound decisions, and causes us to disengage. We might lie awake at night worrying, withdraw from work, or react in ways we later regret—rolling our eyes in a meeting, snapping at colleagues, or staying silent when we should speak up. Too often we grin and bear it as if we have no choice. Or throw up our hands because one-size-fits-all solutions haven't worked. But you can only endure so much thoughtless, irrational, or malicious behavior—there's your sanity to consider, and your career. In Getting Along, workplace expert and Harvard Business Review podcast host Amy Gallo identifies eight familiar types of difficult coworkers—the insecure boss, the passive-aggressive peer, the know-it-all, the biased coworker, and others—and provides strategies tailored to dealing constructively with each one. She also shares principles that will help you turn things around, no matter who you're at odds with. Taking the high road isn't easy, but Gallo offers a crucial perspective on how work relationships really matter, as well as the compassion, encouragement, and tools you need to prevail—on your terms. She answers questions such as: Why can't I stop thinking about that nasty email?! What's behind my problem colleague's behavior? How can I fix things if they won't cooperate? I've tried everything—what now? Full of relatable, sometimes cringe-worthy examples, the latest behavioral science research, and practical advice you can use right now, Getting Along is an indispensable guide to navigating your toughest relationships at work—and building interpersonal resilience in the process.

How to Deal With Difficult People

Author: Gill Hasson
Publisher: John Wiley & Sons
ISBN: 0857085719
Category : Family & Relationships
Languages : en
Pages : 215

Book Description
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.

Dealing With Difficult People

Author: Rick Brinkman
Publisher: McGraw Hill Professional
ISBN: 0071487158
Category : Business & Economics
Languages : en
Pages : 127

Book Description
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

Working with Difficult People, Second Revised Edition

Author: Amy Cooper Hakim
Publisher: Penguin
ISBN: 1101993111
Category : Business & Economics
Languages : en
Pages : 352

Book Description
A revised edition of the classic guide on how to best resolve conflict in today's technologically advanced workplace. Your work day is filled with them--people who frustrate, impede, maneuver, undermine, plot, connive, and whine. This indispensable guide details specific techniques for handling all of them, with easy-to-follow scenarios for every situation. Updated and revised to reflect modern issues including technology, generation gaps, and language barriers, this guide describes 10 kinds of culprits, from tyrants and bullies (regular and cyber) to the pushy and presumptuous to connivers and camouflagers; and offers helpful strategies and phrases for diffusing workplace tensions and effectively resolving conflicts.

Dealing with Difficult People (HBR Emotional Intelligence Series)

Author: Harvard Business Review
Publisher: Harvard Business Press
ISBN: 163369609X
Category : Business & Economics
Languages : en
Pages : 83

Book Description
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.

Who's Pushing Your Buttons?

Author: John Townsend
Publisher: Thomas Nelson
ISBN: 1418588288
Category : Religion
Languages : en
Pages : 179

Book Description
Button-pushers come in all shapes and sizes, but they have one thing in common: Their behavior drives us crazy and makes us dream of ways to escape the mess we're in. The person who pushes your buttons is likely someone who matters to you – a spouse, a parent, a boss, a fellow church member. Almost always this difficult person is connected to you by blood, love, faith, or money, so you can't just end the relationship without causing pain and upheaval in your life. Our friends and today's culture will often advise us to abandon such relationships quickly – to end this unpleasant chapter and get on with our lives. Psychologist and author Dr. John Townsend disagrees, "Your button-pusher is not someone you would easily and casually leave. You are intertwined at many levels. It is worth the trouble to take a look at the ways the relationship you had, and want, can be revived and reborn." In this easy-to-read book he offers Expert insights to help you understand your own button-pusher Wise assistance in determining the nature of the problem Compassionate help in identifying your failed attempts to fix things A hope-filled vision for what can be and how to make it come true Rich resources to help you navigate the necessary changes