Summary

Proven strategies for handling stressful situations calmly and professionally.Difficult people are the ones who: Make us lose our cool Force us to do things we don't want to do Prevent us from doing what we want or need to do Use coercion or manipulation to get their way Make us feel guilty if we don't "go along" Make us feel anxious, upset, frustrated, depressed, jealous, inferior or defeated Make us do their share of the work.A difficult person, in short, is someone who creates difficulties for others.Dealing with Difficult People is the revised and updated edition of the international best seller, updated to reflect recent changes in the workplace and designed to benefit anyone who has ever had to deal with angry, rude, impatient or aggressive people.Roberta Cava draws on years of human resources experience as she: Explores the root causes of communication problems Reviews specific situations, such as workplace bullying Explains the reasons behind common personality conflicts Provides suggestions for alleviating problems Suggests ways to improve people skills.Dealing with Difficult People offers proven techniques for working better with others, reducing stress and anxiety, and increasing confidence and enthusiasm in all professional relationships.

Author Biography

Roberta Cava has been in the human resources field since 1974. She owns training companies in the United States, Canada and Australia and offers 65 different seminars worldwide. The most popular of these is "Dealing with Difficult People," which has been presented to almost 70,000 participants. This book has been translated into 14 languages.

Roberta Cava has been in the human resources field since 1974. She owns training companies in the United States, Canada and Australia and offers 65 different seminars worldwide. The most popular of these is Dealing with Difficult People, which has been presented to almost 70,000 participants. This book has been translated into 14 languages.

Introduction	vii
1 Understanding Behavior and Its Effects	1	(36)
2 Basic Communication Skills	37	(30)
3 Dealing with Manipulators	67	(55)
4 Dealing with Difficult Clients	122	(27)
5 Dealing with Difficult Supervisors	149	(20)
6 Dealing with Difficult Co-workers	169	(12)
7 Dealing with Difficult Subordinates	181	(35)
Conclusion	216	(2)
Acknowledgements	218	(1)
Bibliography	219	(2)
Index	221

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Excerpts

IntroductionDo you have to deal with irate, rude, impatient, emotional, persistent or aggressive people? Do you come home from work stressed out from having handled such people all day? If so, reading this book will enable you to control your moods by not allowing others to give you negative feelings. You'll learn how to control your anger and stress levels, and obtain a psychological edge by improving your people skills.Businesses (especially those in the service sector) are learning the importance of having employees who are capable of handling all types of difficult people and situations. Employees who succeed in this area are in great demand.Difficult people are the ones who try to: make us lose our cool; force us to do things we don't want to do; prevent us from doing what we want or need to do; often use coercion, manipulation or other underhanded methods to get their way; make us feel guilty if we don't go along with their wishes; make us anxious, upset, frustrated, angry, depressed, jealous, inferior, defeated or any other negative feeling; make us do their share of the work.Knowing techniques that work for dealing with difficult people and situations can boost your confidence, improve your competence at work, reduce stress and anxiety, and increase your enthusiasm for your job.You'll experience a feeling of accomplishment when you handle difficult situations well. Your employer, co-workers and staff will trust and rely on you, will admire and like you, will think twice before pushing you around and will be more willing to try to please you.How do I know that the techniques outlined in this book really work? Because more than 45,000 participants worldwide have attended my seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. These contributions are scattered throughout the book. I endorse every technique described here and use them regularly. Not only do I handle difficult situations better, but I've gained control of my reactions to negative situations. So can you!