Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities PDF
Preview Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities
Perfect Phrases for Dealing with Difficult People This page intentionally left blank Perfect Phrases for Dealing with Difficult People Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations, and Challenging Personalities Susan F. Benjamin McGraw-Hill New York Chicago San Francisco Lisbon London Madrid Mexico City Milan New Delhi San Juan Seoul Singapore Sydney Toronto Copyright © 2008 by Susan F. Benjamin. All rights reserved. Manufactured in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher. 0-07-159512-0 The material in this eBook also appears in the print version of this title: 0-07-149304-2. All trademarks are trademarks of their respective owners. Rather than put a trademark symbol after every occurrence of a trademarked name, we use names in an editorial fashion only, and to the benefit of the trademark owner, with no intention of infringement of the trademark. Where such designations appear in this book, they have been printed with initial caps. McGraw-Hill eBooks are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs. For more information, please contact George Hoare, Special Sales, at Professional Want to learn more? We hope you enjoy this McGraw-Hill eBook! If you’d like more information about this book, its author, or related books and websites, please click here. To Mary Roadruck, whose outrageous humor and goodwill are the perfect anecdotes for difficult people everywhere. This page intentionally left blank For more information about this title, click here Contents Acknowledgments xi Part One: What You Need to Know Why Address Difficult People 3 Top Seven Imperatives of Communicating with Difficult People 4 Part Two: Perfect Phrases for Communicating with Difficult Coworkers Unfriendly Coworkers 15 Coworkers Who Withhold 17 Petty and Gossipy Coworkers 21 Argumentative People 26 Loud and Obnoxious Coworkers 32 Negative Coworkers 36 When That Negative, Angry, or Difficult Employee Is You 41 Part Three: Perfect Phrases for Communicating with Difficult Bosses Bully Bosses 47 Unfocused and Forgetful Bosses 52 vii Contents Distant, Weak, or Hands-Off Bosses 57 How to Ask for an Overdo Promotion or Raise 62 Micromanagers 66 How to Correct Your Boss’s Mistakes 71 How to Get a Letter of Recommendation from a Reluctant Boss 74 How to Say Good-bye to a Problem Boss—Without Burning Bridges 78 Part Four: Perfect Phrases for Communicating with Difficult Employees Complainers 85 How to Address Inappropriate Behavior, Dress, or Hygiene 90 Employees Who Spread Rumors 96 Lazy or Lethargic Employees 99 Passive-Aggressive Employees 107 Angry Employees 115 Stuck-in-the-Box Performers 124 How to Settle Disputes Between Employees 131 How to Motivate Employees Who Resist Change 138 Part Five: Perfect Phrases for Communicating with Difficult Customers Angry Customers 151 Antsy and Anxious Customers 159 How to Help Customers Adapt to Changes 163 How to Resolve Billing Problems with Customers 169 How to Manage Demanding Customers 177 viii
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