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

Contents......Page 9
Acknowledgments......Page 13
Part One: What You Need to Know......Page 15
Why Address Difficult People......Page 17
Top Seven Imperatives of Communicating with Difficult People......Page 18
Part Two: Perfect Phrases for Communicating with Difficult Coworkers......Page 25
Unfriendly Coworkers......Page 29
Coworkers Who Withhold......Page 31
Petty and Gossipy Coworkers......Page 35
Argumentative People......Page 40
Loud and Obnoxious Coworkers......Page 46
Negative Coworkers......Page 50
When That Negative, Angry, or Difficult Employee Is You......Page 55
Part Three: Perfect Phrases for Communicating with Difficult Bosses......Page 57
Bully Bosses......Page 61
Unfocused and Forgetful Bosses......Page 66
Distant, Weak, or Hands-Off Bosses......Page 71
How to Ask for an Overdo Promotion or Raise......Page 76
Micromanagers......Page 80
How to Correct Your Boss’s Mistakes......Page 85
How to Get a Letter of Recommendation from a Reluctant Boss......Page 88
How to Say Good-bye to a Problem Boss—Without Burning Bridges......Page 92
Part Four: Perfect Phrases for Communicating with Difficult Employees......Page 95
Complainers......Page 99
How to Address Inappropriate Behavior, Dress, or Hygiene......Page 104
Employees Who Spread Rumors......Page 110
Lazy or Lethargic Employees......Page 113
Passive-Aggressive Employees......Page 121
Angry Employees......Page 129
Stuck-in-the-Box Performers......Page 138
How to Settle Disputes Between Employees......Page 145
How to Motivate Employees Who Resist Change......Page 152
Part Five: Perfect Phrases for Communicating with Difficult Customers......Page 161
Angry Customers......Page 165
Antsy and Anxious Customers......Page 173
How to Help Customers Adapt to Changes......Page 177
How to Resolve Billing Problems with Customers......Page 183
How to Manage Demanding Customers......Page 191
Part Six: Perfect Phrases for Communicating with Difficult Vendors and Employees from Other Departments......Page 197
How to Control a Coworker from Another Department in a Meeting with Customers......Page 201
Difficult Contractors......Page 207
Difficult Vendors and Suppliers......Page 213
How to Negotiate Finances with Difficult Vendors and Contractors......Page 220
Disruptive Participants in Presentations......Page 224