Difficult people: how to deal with impossible clients, bosses and employees
Shows how to deal with angry customers, annoying subordinates, difficult co-workers, and cantankerous bosses by becoming an effective communicator and understanding different personality types. Original.
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BASIC COMMUNICATION SKILLS
COMMUNICATION TECHNIQUES FOR SPECIFIC
DEALING WITH DIFFICULT CLIENTS
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able absenteeism accept aggressive behaviour angry answer believe better Bill Bill Jones body language boss caller causes client co-workers coffee break comfortable complete correct customers DEALING WITH DIFFICULT defend desk discipline discuss effective Effective Listening emotions employees example expect explain eye contact give handle happened help in solving Human Rights Commission hurt ideas identify instructions interruptions job description job rotation Jones keep listening look manager Margo meeting mistakes negative behaviour non-verbal okay paraphrasing passive performance appraisals person called position problem Pygmalion effect raise your voice reactions receive receptionist responsibility Sally Brown sarcasm sexual harassment silent treatment situation skills solution someone staff steps stress stuck-record subordinates suggest supervise supervisor supervisory training sure talk tasks tell there's things types understand upset usually wait what's women workaholic wrong