Newsletters

March 2015 Dealing with Difficult People Newsletter

Roberta Cava - Sunday, March 01, 2015

Last month we discussed Managing the Human Resources Function Series of Seminars. This month we will discuss:

Training and Development Series of Seminars

With Roberta Cava - author of the book:

Human Resources at its Best!

This series of seminars is geared towards those who are responsible for either researching, preparing or presenting seminars for either a training firm or in-house for a company.

Roberta has been involved in the field of Human Resources and Training since 1974. Her first international Training and Development office was opened in Edmonton, Alberta, Canada in 1982, her second in Maui, Hawaii, USA in 1986, and her third in Queensland, Australia in 1998 when she emigrated to Australia.

She has researched, prepared and presented over 100 different seminars in Canada, USA, Australia, New Zealand, Great Britain, United Arab Emirates, Bahrain, Germany, South Africa, Singapore, Malaysia, Indonesia, Hong Kong, Thailand, and the Philippines.

To learn more about researching, preparing and presenting training and development seminars, be sure to look at Roberta’s book Human Resources At its Best!
 

Choose one or all of the following sessions that cost only $25.00 per session or buy Part 1 and 2 of the Training and Development sessions for only $40:

 

 

Tip of the day: 

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

How to deal with “Sticky-Iffy” manipulators

These are backhanded compliments. They start by praising you and end up with a qualifying put-down. These left-handed compliments catch you off guard the first time. You feel so good about the praise that you didn't realise until later that there was a hidden negative implication tied to it. A little later, you wonder if you just imagined the slap - or if it was really intended. The two-sided remark was meant as a barb. Trying not to show signs of being stung, you feel yourself smile and hear yourself sputter thanks, while knowing that’s not the way you should respond. Then you kick yourself for having thanked somebody who just got away with putting you down. Examples of this are:

      ‘You can lift a lot of weight for someone so small.’

     ‘You’re in great shape for a person your age.’

     ‘You’re almost as smart as your sister.’

     ‘You make a lot of money for a woman.’

     ‘You’re really agile for a person your size.’

 To overcome:

1. Divide the remark into two parts - praise and put-down.

2. Reply to the person, ‘I don’t know how you expect me to react to your last comment.  On one hand you’ve given me a compliment, then you’ve pulled the rug out from under me by giving me a put-down.  Which way did you intend me to receive it?’  (This makes the person know that you’re onto their game playing.)

 Why not look up our web page and learn all about the paperback large print and eBooks Roberta Cava has written. go to:

 www.dealingwithdifficultpeople.info/books/index.htm

 PS:

What might be of interest to those living in Australia is that Roberta Cava has just been appointed to be Chairperson for the new Gold Coast Crime Stoppers Volunteer Committee.

February 2015 Dealing with Difficult People Newsletter

Roberta Cava - Sunday, February 01, 2015

Last month we discussed Survival Skills for Supervisors and Managers Series of Seminars. This month we will discuss:

 

Managing the Human Resources Function
Series of Seminars

With Roberta Cava - author of the books:

Human Resources at its Best!

Human Resources Policies & Procedures and

Employee Handbook

This series of seminars is geared towards those who are responsible for managing the Human Resources function for their companies, or for those who must keep aware of their responsibilities as a manager relating to human resources issues.

Roberta has been involved in the field of Human Resources and Training since 1974. In addition to offering Training and Development seminars internationally, she has been Head of Human Resources for two international companies and has gone into companies too small to have their own H.R. Department to set it up, then train someone to manage it. She has prepared Human Resources Policy and Procedures Manuals and Employee Handbooks (which are available through her web site).

She opened her first office in Edmonton, Alberta, Canada in 1982, her second in Maui, Hawaii, USA in 1986, and her third in Queensland, Australia in 1998 when she emigrated to Australia.

To learn more about managing the Human Resources function for your company, be sure to look at Roberta’s books.

Choose one or all of the following sessions that cost only $25.00 per session or buy Part 1 and 2 of Employment Interviews or Correcting Employee Performance sessions for only $40:


   MANAGING THE HUMAN RESOURCES

   FUNCTION SERIES OF SEMINARS

Min

Cost

  Writing Effective Job Descriptions

25

$25

  Hiring Know-How

25

$25

  Employment Interviews - Part 1

27

$25

  Employment Interviews - Part 2

25

$25

  Employment Interviews - Part 1 & 2

52

$40

  Performance Appraisals

28

$25

  Correcting Employee Performance - Part 1

27

$25

  Correcting Employee Performance - Part 2

26

$25

  Correcting Employee Performance - Part 1  & 2

53

$40

  Absenteeism & Sexual Harassment

27

$25

  Counselling and Exit Interviews

29

$25

  Disciplinary Interviews

25

$25

 

 

Tip of the day: 

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

How to deal with “Over Committed” manipulators

These are nice people who can't say ‘No’ to others’ requests. However they often find they haven't time to do what they promised.  They love harmony and hate to argue, so they’ll agree to do what others ask them to do. They avoid confrontation hoping they won’t hurt others’ feelings. They promise too much or say they’ll to do something they don't really want to do. Unable to handle it all, they put off action or making decisions and break their promises. They don’t hurt others intentionally, but often cause difficulty for others who are depending on them to follow-through.  To overcome:

 

1. Have them make a verbal or written commitment to you that they will carry it out as promised.

2. When necessary - you make the decision whether they do or do not do something.

3. If they do commit themselves, explain that you’re counting on them and will be very disappointed if they let you down. 

 

Why not look up our web page and learn all about the paperback large print and eBooks Roberta Cava has written. go to:

 

www.dealingwithdifficultpeople.info/books/index.htm

January 2015 Dealing with Difficult People Newsletter

Roberta Cava - Thursday, January 01, 2015

HAPPY NEW YEAR!

 Last month we discussed Dealing with Difficult Bullies Series of Seminars. This month we will discuss:

Survival Skills for Supervisors and Managers Series of Seminars

With Roberta Cava - author of the best-selling book;
Dealing with Difficult People and her book:
Survival Skills for Supervisors and Managers

This series of seminars is geared towards those who are already supervisors and managers, but are having problems supervising their staff. It is also for those who are new supervisors or who will soon be a new supervisor.

Whenever work is delegated to others, the person responsible for their actions is their supervisor. It doesn’t matter whether those individuals have the title of supervisor, foreman/woman, manager, department head, superintendent, executive or CEO – if they’re supervising others – they’re supervisors.

Roberta has presented these seminars in Canada, USA, Australia, New Zealand, Great Britain, United Arab Emirates, Bahrain, Germany, South Africa, Singapore, Hong Kong, Malaysia, Indonesia, Thailand, and the Philippines.

To learn more about hiring, disciplining and firing staff, be sure to look at Roberta’s book Easy Come – Hard to Go – the art of hiring disciplining and firing employees.

Choose one or all of the following sessions that cost only $25.00 per session or buy Part 1 and 2 of the Leadership Styles, Motivation, Time Management or Workplace Bullying for only $40:


SURVIVAL SKILLS FOR                            Min.    Cost

SUPERVISORS AND

MANAGERS SERIES OF

SEMINARS

The Role of the Supervisor                      34       $25

Leadership Styles - Part 1                        26       $25

Leadership Styles - Part 2                        25       $25

Leadership Styles - Part 1 and 2            51       $40

Delegation                                                    25       $25

Motivation - Part 1                                      28       $25

Motivation - Part 2                                      25       $25

Motivation - Part 1 and 2                           53       $40

Time Management - Part 1                       27       $25

Time Management - Part 2                       25       $25

Time Management Part 1 and 2              52       $40

Problem Solving & Decision Making      27       $25

Managing Change                                      25       $25

Productive Meetings                                  35       $25

Team Building                                             28       $25

The Art of Negotiation                               25       $25

Surviving Company Downsizing             26       $25

Workplace Bullying - Part 1                     25       $25

Workplace Bullying - Part 2                     27       $25

Workplace Bullying - Part 1 and 2          52       $40

  

Tip of the day: 

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

Envious/jealous manipulators

These people suffer from jealousy and resentment and cannot accept that you’ve earned whatever recognition or status you’ve achieved in life. They feel that your achievements were obtained through ‘luck’ and that they’re deprived because life hasn’t been so kind to them. To put you down (and make themselves feel more important) they try to discredit your accomplishments. They want revenge and even if the attack is unprovoked, they may vent their frustration on you with hostile acts. To overcome:

1. Use feedback to identify their actions and ask them to account for them.   Then try to keep future talks on a friendly level.

2. Encourage them and give them praise for authentic acts.

3. Show an interest in them - their goals, ambitions, and successes, but down-play their perceived failures.

Why not look up our web page and learn all about the paperback large print and eBooks Roberta Cava has written. go to:

www.dealingwithdifficultpeople.info/books/index.htm

December 2014 Dealing with Difficult People Newsletter

Roberta Cava - Monday, December 01, 2014

I would like to wish you all a happy holiday season.

Last month we discussed Dealing with Difficult Manipulators Series of Seminars. This month we will discuss:

 

Dealing with Bullies

Series of Seminars

With Roberta Cava - author of the books;

Dealing with Domestic Violence and Child Abuse;
Dealing with School Bullying;
Dealing with Workplace Bullying

Are you a victim of Domestic Violence?

What do you do to help children who are being abused?

How can you get your school to implement a zero-tolerance School Bullying Policy?

Are you a victim of Workplace Bullying?

 

If so, this series of seminars will enable you to understand why bullies do what they do and how to counter-act their violent actions. There are eleven seminars in this series that are the result of two and a half year’s research by Roberta Cava, the presenter of the seminars.

Learn about domestic violence, what it is, what causes it, why it happens, why people stay in abusive relationships, and how hard it is to get out of a domestic violence cycle.

Learn about child abuse, how they are abused, how they react, and what you can do to help them.

Learn about workplace bullying that is rampant in most corporations; how to implement an effective zero-tolerance anti-bullying policy; how to stop harassment and sexual harassment; how to implement an effective sexual harassment policy and how to stop the aggression that is pervasive in our corporate world.

You will learn what needs to be done to stop domestic violence and child abuse, school and workplace bullying. Knowing techniques that work for dealing with bullies can boost your confidence, improve your competence, reduce stress and anxiety and increase your enthusiasm for life.

 

Choose one or all of the following sessions that cost only $20.00 per session. Buy two of Workplace Bullying or Child Abuse for $35; or

Buy three of the Domestic Violence or School Bullying for $45:

 

DEALING WITH BULLIES SERIES OF SEMINARS

      Min.

 

 

 

What is bullying

26

$20

 

Workplace Bullying – Part 1

25

$20

 

Workplace Bullying – Part 2

27

$20

 

Workplace Bullying – Part 1 + Part 2

 

$35

 

Domestic Violence – Part 1

28

$20

 

Domestic Violence – Part 2

32

$20

 

Domestic Violence – Part 3

31

$20

 

Domestic Violence – Part 1, 2 + Part 3

 

$45

 

Child Abuse – Part 1

25

$20

 

Child Abuse – Part 2 

25

$20

 

Child Abuse – Part 1 + Part 2 

 

$35

 

School Bullying – Part 1 

26

$20

 

School Bullying – Part 2 

27.5

$20

 

School Bullying – Part 3

28.5

$20

 

School Bullying – Part 1 + Part 2 + Part3

 

$45

Tip of the day: 

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

The way to win arguments

Nobody likes to lose an argument.  Here are clues to how you might win your next one:

 

1.           Ask for time to think things over. Then both of you can take this opportunity to calm down.

2.           Pay attention to your body’s reaction. Has the fight-or-flight reaction been triggered?  Take a deep breath to increase your oxygen intake to your brain so it can analyse your situation more clearly.

3.           Don’t snap back at the person. You may regret a fast retort, which may have lasting repercussions.

4.           Determine what it is you want that you’re not getting?  Should you be willing to negotiate more - to give in a little so you can both win?

5.           If the other person has ‘lost it,’ don’t negotiate until s/he’s calmed down. A quiet manner is always your best approach.

6.           Wait until s/he’s willing to listen to your side of the story. Make sure you’re listening carefully to his/her side of the story.

7.           Make sure s/he knows you’re listening.  Use paraphrasing on a regular basis to confirm that what s/he’s said is what you heard.

8.           S/he doesn’t seem to be listening to what you have to say. Insist that s/he does.  Say, “I’ve made a point of listening carefully to what you have to say. Can I count on you to do the same for me?’

9.           Ask, ‘What do you want me to do?’ Clarify that you know what s/he wants. Listen to his/her answer and confirm or correct.

10.       State what you want, clearly and sequentially. Again, be willing to negotiate.

11.       When an agreement is reached, summarise the agreement and go over pertinent areas again to re-confirm your understanding.

 

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written. Go to:

 

www.dealingwithdifficultpeople.info/BooksByRobertaCava/doc

November 2014 Dealing with Difficult People Newsletter

Roberta Cava - Saturday, November 01, 2014

Last month we discussed our Dealing with Difficult People Series of Seminars. This month we will discuss:

Dealing with Difficult Manipulators

Series of Seminars

With Roberta Cava - author of the internationally best-selling book; Dealing with Difficult People

This series of seminars will enable you to understand the different ways people try to manipulate you. You might not think that passive people do not manipulate you – but they do!

Learn about passive, passive resistant, indirect aggressive, aggressive and passive aggressive manipulators. You’ll learn how to control your anger and stress levels and obtain a psychological edge by improving your people skills.

Knowing techniques that work when dealing with difficult manipulators can boost your confidence, improve your competence, reduce stress and anxiety and increase your enthusiasm for life.

You’ll experience a feeling of accomplishment when you handle difficult situations well. Your employer, family, relatives and friends will trust and rely on you; will think twice before pushing you around and will be more willing to try to please you.

How do I know the techniques really work? Because more than 55,000 participants have attended my Dealing with Difficult People  seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. Those contributions are scattered throughout the seminars. I endorse every technique and use them regularly. Not only do I handle difficult situations better, but I’ve also gained control of my reactions to negative situations. So can you!

Steps to take when making a purchase:

1. Make sure you give yourself adequate time to view the presentation. Even though most sessions are from 30 to 40 minutes, you may wish to pause or go back to earlier slides. You may also like to take notes along the way, so one session might take you from one to three hours, depending on how long you wish to take.

2. Choose the session you wish to take.

3. Follow the prompts for payment.

4. Download and print out the seminar notes so you can add your own comments as you proceed through the session.

Choose one or all of the following sessions that cost only $25.00 per session; or buy the two Aggressive Manipulators for $35:

Session 1:  Passive Manipulators: 26 minutes

Session 2:  Passive Resistant: 27 minutes 

Session 3:  Indirect Aggressive: 28.5 minutes

Session 4:  Aggressive – Part 1: 23 minutes

Session 5:  Aggressive – Part 1: 26 minutes

Session 6:  Passive-Aggressive: 26 minutes

To order: Go to www.dealingwithdifficultpeople.info/Seminars

Tip of the day:

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

Martyrs:

They complain how they’ve sacrificed for you, what they’ve done for you. They crave constant praise for their work.  Many are workaholics who complain about all they have to do – yet won’t ask anyone for help. By doing this, they hope that others will become dependent upon them and will show appreciation for their efforts. Their workaholism can mask problems in their personal or social lives. Whenever things go wrong, they are never at fault, so they’re great at buck-passing. They complain about the amount of work they have, but their frantic pace sets a standard that others find almost impossible to meet. To overcome:

  1. Learn to say ‘No’ when they volunteer to do too much.
  2. Suggest they keep ‘to do’ lists.
  3. Make sure they have an up-to-date job description with standards of performance and make sure they do only their own assignments.

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written. Go to:

www.dealingwithdifficultpeople.info/BooksByRobertaCava/doc

October 2014 Dealing With Difficult People Newsletter

Roberta Cava - Wednesday, October 01, 2014

Last month we discussed my retirement from presenting seminars and the sale of my seminars. This month we will discuss:

Dealing with Difficult People
Series of Seminars

With Roberta Cava - author of the best-selling book;
Dealing with Difficult People

This series of seminars enables 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.

Knowing techniques that work for dealing with difficult people and situations can boost your confidence, improve your competence, reduce stress and anxiety and increase your enthusiasm for life.

You’ll experience a feeling of accomplishment when you handle difficult situations well. You employer, family, relatives and friends will trust and rely on you; will think twice before pushing you around; and will be more willing to try to please you.

How do I know the techniques really work? Because more than 55,000 participants have attended my Dealing with Difficult People seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. Those contributions are scattered throughout the seminars. I endorse every technique and use them regularly. Not only do I handle difficult situations better, but I’ve also gained control of my reactions to negative situations. So can you!

Choose one or all of the following sessions that cost only $25.00 per session or buy two of the Dealing with Difficult Supervisors; Subordinates, Clients, Husbands, Wives, Children, In-Laws, or Seniors for only $40:

 

DEALING WITH DIFFICULT PEOPLE SERIES

OF SEMINARS

Min.

Cost

Maintaining Control During Difficult Situations 

32

$25

Dealing with Different Personality Types

33

$25

Dealing with Criticism

34

$25

Dealing with Difficult Supervisors – Part One

38

$25

Dealing with Difficult Supervisors – Part Two

36

$25

Dealing with Difficult Supervisors - Part One + Part Two

$40

Dealing with Difficult Co-Workers

38

$25

Dealing with Difficult Subordinates – Part One

38

$25

Dealing with Difficult Subordinates – Part Two

39

$25

Dealing with Difficult Subordinates - Part One + Part Two

$40

Dealing with Difficult Clients – Part One

32

$25

Dealing with Difficult Clients – Part Two

30

$25

Dealing with Difficult Clients - Part One + Part Two

$40

Dealing with Difficult Husbands – Part One

34

$25

Dealing with Difficult Husbands – Part Two

35

$25

Dealing with Difficult Husbands - Part One + Part Two

$40

Dealing with Difficult Wives – Part One

31

$25

Dealing with Difficult Wives – Part Two

31

$25

Dealing with Difficult Wives - Part One + Part Two

$40

Dealing with Difficult Children – Part One

40

$25

Dealing with Difficult Children – Part Two

37

$25

Dealing with Difficult Children - Part One + Part Two

$40

Dealing with Difficult Relatives

34

$25

Dealing with Difficult Brothers

36

$25

Dealing with Difficult Sisters

32

$25

Dealing with Difficult Parents  

40

$25

Dealing with Difficult In-Laws – Part One

33

$25

Dealing with Difficult In-Laws – Part Two

32

$25

Dealing with Difficult In-Laws - Part One + Part Two

$40

Dealing with Difficult Seniors – Part One

31

$25

Dealing with Difficult seniors – Part Two

33

$25

Dealing with Difficult Seniors – Part One + Part Two

$45

Dealing with Difficult Teens and Young Adults

33

$25

Tip of the day: 

Excerpts from Roberta Cava's internationally best-selling book - DEALING WITH DIFFICULT PEOPLE - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

 

‘Everyone must love me” manipulators

Their goal is to have everyone – spouse lover, children, boss, friends, shopkeepers and even the man who comes to the door selling magazines to think they’re the greatest. They feel like failures if they don’t please everybody (an impossible task). To overcome:

1.    Help them identify when others are using them.

2.    Assist them to find ways to handle situations where others are using them.

3.    Praise them when they stand up for themselves.

4.    Constantly remind them that they can’t please everybody all the time.

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written. Go to:

 

www.dealingwithdifficultpeople.info/BooksByRobertaCava/doc

September, 2014 Dealing with Difficult People Newsletter

Roberta Cava - Monday, September 01, 2014

Last month we talked about Roberta Cava's new book about Retirement Village Bullies. This month, Roberta would like to announce that she has retired and is selling the 100+ seminars she has presented internationally since 1982. She was born in Canada and had her education and training there. In 1982, she opened her first international training and development firm in Edmonton, Alberta, Canada; her second in 1986 in Maui, Hawaii, and her third in 1998 when she emigrated to Australia.

For over thirty years she has researched, prepared and presented her seminars in-house for clients; through other training firms, colleges, universities, private and government agencies in Australia, New Zealand, Canada, USA, Great Britain, Germany, Singapore, Malaysia, Philippines, Thailand, Indonesia, Hong Kong, South Africa, Bahrain and United Arab Emirates.

Her most popular seminar by far is her 1-day Dealing with Difficult People seminar. Over 55,000 international participants have attended the seminar (class sizes mainly 30 or less). The second most popular seminar is her 2-day Survival Skills for Supervisors and Managers.

The ideal purchaser would be a medium- to large-sized training firm with several people on staff who could present the seminars so they could recoup the cost within a very short period of time. Another ideal candidate would be an organization that has groups of people requiring specific training and possibly want to buy only one specific seminar.

Here is a list of the seminars she’ll be selling that includes obtaining the copyright to them, leader’s guides, PowerPoint presentations and sets of handouts for each session. If required, she could work with the purchaser to help them understand the process.

Please e-mail her if you wish to obtain more information at

info@dealingwithdifficultpeople.info

PURCHASE ONE OR ALL OF THE FOLLOWING SEMINARS

 

 

NAME OF SEMINAR

LENGTH IN HOURS

LENGTH IN DAYS

TOTAL # OF SEMINARS

1

Dealing with Difficult People

45, 75 & 90 min, 1, 2, 2 ½, 3, 4

1 & 2

10

2

Managing Time, Stress & Difficult People

 

1, 1 ½, 2 & 3

4

3

Defusing Difficult People & Controlling Stress

 

1 & 2

2

4

Dealing with Difficult People & Create a Positive Image

 

1

1

5

Dealing with Difficult Children

 

1

1

6

Maintaining Control Under Difficult Situations

4

 

1

7

Handling Difficult Customers

3

 

1

8

Dealing with Difficult People & Customer Service

 

2

1

9

How to Become a High Flyer

3, 2, 1 ½, 75 min

1

5

10

Surviving High Stress

1 ½, 2, 3

1

4

11

Anger Management - Yours and Theirs

3

 

1

12

Dealing with Manipulators

4

 

1

13

Create a Positive Image

1, 1 ½, 2, 3

1

5

14

Take Command of your Future Make things Happen!

3

1

2

15

The Balancing Act

3

1

2

16

Dynamic Goal Setting

1 ½, 4

1

3

17

Interpersonal Skills

3

1, 2, 3

4

18

Implementing Change

3

1

2

19

Adapting to Change

3

1

2

20

Letter and E-mail Writing

 

1

1

21

Business Report Writing

 

1

1

22

Letter and Report Writing

 

2

1

23

Time & Stress Control

3

1, 2

3

24

Time Management for Life

3

1

2

25

Time Management for Support Staff

3

1

2

26

Time Management for Supervisors

3

1

2

27

Survival Skills for Supervisors & Managers

 

2, 3, 5, 10

4

28

Team Building

3

1

2

29

Creative Problem Solving

1 ½, 3

1, 2

4

30

The Art of Negotiating

 

1

1

31

Productive Meetings

3

1

2

32

Managing the Human Resources Function

 

2

1

33

Train the Trainer

3

1, 2 ½

3

34

Hiring Know-how

3

1, 1 ½

3

35

Employee Discipline

3

1

2

36

Easy Come - Hard to Go

 

1, 2

2

37

Interviewing Skills

 

5

1

38

Job Descriptions & Performance Appraisals

2, 2 ½, 3 

1

4

39

How to Survive Company Downsizing

 

1

1

40

What am I going to do with the rest of my life?

3

1

2

41

Career Decisions

 

1, 2

2

42

Cracking the Glass Ceiling

3

1, 1 ½, 2

4

43

Get that Job

3

1

2

44

Executive Secretaries

 

1

1

45

Critical Skills for Executive Assistants

 

2

1

46

Customer Service

3 office 3 field

1

3

47

Telephone Communication Skills

3

1

2

To learn the cost of these seminars, contact: info@dealingwithdifficultpeople.info

Tip of the day:

Excerpts from Roberta Cava's internationally best-selling book - Dealing with Difficult People - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

How to deal with Snitchers

Snitchers childishly tattle on their co-workers and spread gossip.  This can occur due to jealousy or to pay others back for some perceived wrongdoing.  They try to discredit others, so they look better to their superiors.  To overcome:

1.    Use feedback to explain your displeasure at them using this kind of behaviour.

2.    Make sure you praise them for their accomplishments.

3.    Determine whether you’ve been encouraging this kind of behaviour by your actions.

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written (her web page gives sample chapters free). Go to:

 

www.dealingwithdifficultpeople.info/books/BooksByRobertaCava.doc

August 2014 Dealing with Difficult People Newsletter

Roberta Cava - Friday, August 01, 2014

Last month I talked about Career Counselling. This month, I would like discuss the contents of my newest book that is about Retirement Villages where you pay exit fees (not the 50+ complexes where you don’t):

RETIREMENT VILLAGE BULLIES

Think before you buy!

After his wife of 44 years died, a retired gentleman living in a Retirement Village started dating another woman. When their courtship progressed to the level where he wished his lady to stay overnight he learned that they would have to report to “mother” the General Manager of the retirement village. How embarrassing for this senior couple to have to report in this manner to a woman in her early thirties.

Later, when they decided to live together, they ran into strong resistance from the General Manager who offered three choices for them to choose from that would allow the woman to live with him. All three choices were short of being ridiculous. The woman violently opposed the arbitrary and derogatory way she was treated at the meeting and stated she felt that the Operators were taking advantage of elderly persons who were captive to the terms they set for them to live in their own homes. The General Manager then banned his partner from living in the village, one week before she was to move in with him.

This book relates to the day-to-day events that took place before and after the Operators banned the woman from the retirement village. It identifies the extreme powers and favouritism given by the Queensland Retirement Village Act 1999 towards the village land owners instead of to the people who buy the actual homes.

You can order the paperback edition of this book by going to:

 http://www.createspace.com/4646197

 

eBook edition http://smashwords.com/books/view/15229

 

 or order the Large Print paperback by going to:

 http://www.createspace.com/4700317.

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Tip of the day:

Excerpts from Roberta Cava's internationally best-selling book - Dealing with Difficult People - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

Push-overs

These people can be coerced into doing almost anything that others want them to do. They have difficulty saying ‘No’ to anyone because they feel guilty. To overcome have them:

1. Pick one relationship or type of situation where they've said "yes" inappropriately several times during the past three or four months.

2. Determine their motivation for saying "yes." Were they concerned that “no” might injure the relation-ship? Are they worried about the other person's feelings?

3. Put together a plan of action for preventing this next time. Part of this step involves preparing themselves for the occasion - the other in preventing the occasion from recurring.

4. Practice their new response with someone who has good judgment and isn't involved in the situation.

 

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written (my web page gives sample chapters free). Go to:

 

www.dealingwithdifficultpeople.info/books/BooksByRobertaCava.doc

July 2014 Dealing with Difficult People Newsletter

Roberta Cava - Monday, July 21, 2014

Last month I talked about Dealing with School Bullying. This month, I would like to highlight the career counselling program I have perfected.

CAREER COUNSELLING

Instead of dragging yourself to work every day, why not search for a job you really like?

In these hard economic times, are you finding it difficult to find suitable employment in your field of work? How would you like to expand those opportunities? This unique career counselling service will enable you to determine your transferrable skills and identify another 20 to 40 primary and secondary occupations where you could use those skills.

An investment of $175.00 will provide you with an extensive report that includes:

  • A list of your transferrable skills
  • 20 to 40 primary and secondary occupations you could investigate that use your transferrable skills
  • A psychological report that includes:

1.    Your strengths in the areas of interest, ability, values, personality, capacity.

2.    Interest, ability and personality profiles

3.    What you think your skills are compared to what they really are.

4.    Determine your management, persuasive, social artistic, clerical, mechanical, investigative and operational abilities.

5.    Whether you are outgoing, reserved, factual, creative, analytical, caring, organised, or causal .

6.    Your ability to think, reason, and solve problems.

7.    Values inventory.

8.    Your stamina level.

9.    Your I.Q. Score.

10.   Performance and personality characteristics.

11.   Motivational and De-motivational factors.

12.   Whether you have what it takes to become an entrepreneur and have your own business.

 

What will happen........ When we receive your payment of $175.00 through our web page www.dealingwithdifficultpeople.info/unique-career-counselling-service (along with a copy of your CV or resume) we will e-mail you our Career Choices workbook.  When we receive your completed workbook, we will analyse the contents and send you your personalized and extensive Career Choices report.  This service can also be done via regular post (but it will take much longer).

For more information contact:  info@dealingwithdifficultpeople.info

You might also consider purchasing Roberta Cava’s book What am I going to do with the rest of my Life?  You can order the paperback edition of the book by going to: http://www.ceatespace.com/4438768 or read a free sample chapter by going to our website: www.dealingwithdifficultpeople.info 

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Tip of the day:

Excerpts from Roberta Cava's internationally best-selling book - Dealing with Difficult People - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

‘Everyone must love me’ manipulators

Their goal is to have everyone - spouse lover, children, boss, friends, shopkeepers and even the man who comes to the door selling magazines to think they're the greatest. They feel like failures if they don't please everybody (an impossible task). To overcome:

1. Help them identify when others are using them.

2. Assist them to find ways to handle situations where others are using them.

3. Praise them when they stand up for themselves.

4. Constantly remind them that they can't please everybody all the time.

 

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written (sample chapters are free). Go to:

 

www.dealingwithdifficultpeople.info/books/BooksByRobertaCava.doc

June 2014 Dealing with Difficult People Newsletter

Roberta Cava - Sunday, June 01, 2014

Last month I gave you a list of all the Large Print books we sell.

This month, I would like to highlight the book

Dealing with School Bullying – Society’s Educational Disgrace!

Is your child bullied at school?

Is your child upset by witnessing school bullying?

Or is your child a bully?

If so, this book is for you!

Dealing with School Bullying – Society’s Educational Disgrace! is an exposé of how governments and education departments react or don’t react to school bullying. Most give little or no protection for the millions of students who suffer from school bullying, harassment and sometimes violence.

Dealing with School Bullying – Society’s Educational Disgrace is an absolute must for parents of children who have been subjected to school bullying, have witnessed it and for those who work in the education system.

To order go to: www.createspace.com/4434332

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We would also like to highlight a special event for one of our books:

 

Smashwords is the world's largest distributor of independently published eBooks from romance authors. In celebration of their RT Convention 2014, the following bestselling Smashwords author has agreed to provide the following eBook within the Smashwords RT Convention 2014 thumb drive. Please join us in celebrating, supporting and enjoying this excellent romance author!

Roberta Cava (under the name Darlene A. Halliday) has written the book ‘Something Missing.’ To learn more, go to

https://www.smashwords.com/profile/view/cavaconsulting

 

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Tip of the day:

Excerpts from Roberta Cava's internationally best-selling book - Dealing with Difficult People - How to deal with nasty customers, demanding bosses and uncooperative colleagues.

Slave Drivers

They may feel pressure from top management to do more, so need to pass on these pressures to their staff. Many of these bosses are workaholics, some are perfectionists, but most have a high energy level.  They set a pace of work that’s almost impossible for employees to meet.  Even trainees are expected to work at top speed, even though they haven’t yet been fully trained.  This boss is too busy to answer questions, and has the opposite to the open-door policy. They’re great delegators, and some sit back and watch their ‘busy bee’ staff do all the work. To overcome:

 

1. Determine whether you're really being overworked. Check your job description to determine the standards of performance set for your tasks.  If a job description with standards of performance is not available, ask for one, so you’ll know exactly what’s expected of you.

2. Object if you find the standards of performance are unreasonable.

3. Let boss know when you’re in over your head.  Do this by keeping ‘to do’ lists with times required to complete each assignment.

Why not look up our web page and learn all about the paperback and eBooks Roberta Cava has written (sample chapters are free)? To order go to:

 

www.dealingwithdifficultpeople.info/books/BooksByRobertaCava.doc


 
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