Dealing with Difficult People
How to deal with nasty customers, demanding bosses, and annoying co-workers

This international bestseller, completely revised and updated for this new edition, will benefit anyone who has ever had to deal with irate, rude, impatient or aggressive people in the workplace. Whether you have to face angry or frustrated customers or are troubled by irritating subordinates, manipulative bosses or non-communicative co-workers, Dealing with Difficult People contains proven strategies for handling these stressful situations and defusing tensions calmly and with professionalism.

The author guides the reader through the process of discovering the root causes of difficult communications, provides suggestions for alleviating problems, explores specific situations and explains common personality conflicts. The book also includes an entirely new chapter on how to deal with manipulators: how to identify them and what to do. Of special benefit is a section on how to improve your own people skills, so that you might work better with others, reduce your stress and anxiety, and increase your confidence and enthusiasm in all your professional dealings.