Dealing With Difficult People: How to Deal With Nasty Customers, Demanding Bosses and Annoying Co-Workers

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.

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.