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

242 Pages·2007·0.85 MB·English

by  Susan Benjamin

Perfect Phrases for Dealing
with Difficult People
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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
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Copyright © 2008 by Susan F. Benjamin. All rights reserved. Manufactured in the United
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To Mary Roadruck, whose outrageous humor and goodwill are
the perfect anecdotes for difficult people everywhere.
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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