Powerful Phrases for Dealing with Difficult People: Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities

Incompetent, lazy, spotlight-hogging, whiny, backstabbing, avoidant - there's no end to the personality challenges that impede workplace relationships. But interacting effectively with employees, colleagues, and bosses is essential for success. With Powerful Phrases for Dealing with Difficult People, anyone can confront problems head-on, before they fester and spread. Practical and easy to use, the book helps you identify button-pushing situations and deploy simple phrases to regain control and resolve conflicts-no matter who you're dealing with. Helpful features include: thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each; nonverbal communication skills to back up your words; sample dialogues that demonstrate how phrasing improves interactions; a five-step process for moving from conflict to resolution; and "Why This Works" sections that provide detailed explanations. Like it or not, the bulk of our waking hours are spent with people at work. This book's pithy, powerful communication tips will make those hours far more harmonious and productive.

About the Author

Renée Evenson is a small business consultant and writer specializing in organizational psychology in the workplace—the roles defining customers, employees, and management and the relationships among them. During her fifteen-year management career at BellSouth Telecommunications, her responsibilities included customer service for the small business market; sales and marketing staff management; staff training and development; training material development; team leadership development; and strategic planning.

After leaving BellSouth, Renée translated her expertise and experience into a writing career. She is the author of Customer Service 101: Basic Lessons to Be Your Best, Customer Service 201: Managing Your People to Be Their Best, Customer Service Training (2nd edition), Award-Winning Customer Service, Customer Service Training 101, and Powerful Phrases for Effective Customer Service.

Renée has written numerous magazine articles on customer, employee, and management relations, and she has been interviewed and featured in several print and radio media. Renée has lived in Chicago, Florida, and New Jersey, but she now enjoys life on Saint Simons Island, Georgia.