Dealing With Difficult People
Boss on the Rampage?
At one time or another, everyone has to deal with irate, rude, impatient emotional or aggressive people in the workplace. This is the book for learning how to handle these stressful situations and how to defuse tensions calmly and with professionalism.
The book outlines useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations including:
Upset, angry, rude, abusive customers
Whiners, complainers & bellyachers
Abusive language or behaviour
Sarcasm, "The Silent Treatment," gossip and tantrums
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“You outline and describe things so well and concisely.”
“You outline and describe things so well and concisely. The procedures to follow when dealing with others are concrete as well as pertinent. Thank you for your help.”
Margaret Thomson, Maui, USA
“I have always been afraid of handling demanding customers… now have more confidence…”
“I have always been afraid of handling demanding customers over the phone. However, I now have more confidence to try out the suggested actions to be taken when I am in such a situation.”
Nazlin Bte Mohd Hilal, Singapore
“I learned how to deal with… without losing my cool.”
“I learned how to deal with irate, rude, impatient, emotional, persistent and aggressive people without losing my cool.”
Cathryn Sim, Immigration & Checkpoints Authority, Singapore
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