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

The Right Phrase for Every Situation…Every Time

No matter where you work or what you do, you're bound to run into “colorful characters” who can make your job challenging. No question-learning to deal with them will prove critical to your success in the workplace. That's why you need this all-purpose reference of ready-to-use phrases to help you handle all kinds of people at all job levels. Whether you work for the proverbial “boss from hell,” manage an office packed with “personalities,” or juggle a three-ring circus of cranky clients, crazy customers, and annoying associates, you'll find just the right words for every situation, including:

• Dealing with brutal bosses and confrontational coworkers
• Turning explosive situations into mutually rewarding ones
• Handling angry customers and demanding clients
• Motivating unproductive workers and irresponsible vendors

Packed with hundreds of handy phrases, this quick-reference guide can be a real lifesaver-on the job, at school, anywhere. It's easy to deal with difficult people…when you have “Perfect Phrases.”

About the Author

Communications consultant Susan F. Benjamin has helped large organizations get better responses from their communications since 1989. Under the Clinton- Gore administration she participated in a White House initiative on plain language, and has conducted numerous studies on language-related issues at work. Her novel approaches have been featured in the Wall Street Journal, the Chicago Tribune, and other publications, as well as in the book Liberation Management by Tom Peters.

Co-host of the Michael Dresser Show, Susan has published countless opinion pieces on language-related matters for national newspapers and magazines, five books on managing communications at work, and numerous creative pieces in literary magazines. A former professor of literature and writing, she mentored academics at Harvard, MIT, and other schools.