Renee Evenson

Powerful Phrases for Dealing with Difficult People

Over 325 Ready-to-Use Words and Phrases for Working with Challenging Personalities

• Broschiertes Buch

Produktbeschreibung

How to Manage Work Relationships in a Constructive Way that Leads to Success.

Learning how to maintain strong, harmonious work relationships is essential. Unfortunately, at some point in your career, you'll have to work with people whose personalities or habits make every interaction with them a trial.

Communications expert Renee Evenson has written the definitive phrasebook on how to confront the situations that can arise when dealing with difficult personalities and bring about a positive outcome. Powerful Phrases for Dealing with Difficult People is packed with practical and easy-to-use tactics such as:
325 powerful phrases to communicate effectively, as well as powerful actions to take in support of those phrases.30 common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each.Nonverbal communication actions to back up your words.Sample dialogues that demonstrate how phrasing improves interactions.A five-step process for moving from conflict to resolution."Why This Works" sections that provide detailed explanations.

Often, an employee who can interact well with others and feels comfortable handling conflict will be promoted over an employee who possesses greater job or technical knowledge. From egotistical bosses to meeting monopolizers, you'll learn how to develop the skills to handle any type of conflict with anyone.

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Produktdetails

• Verlag: AMACOM / McGraw-Hill Professional
• SPE
• Seitenzahl: 240
• Erscheinungstermin: 15. Oktober 2013
• Englisch
• Abmessung: 229mm x 152mm x 14mm
• Gewicht: 249g
• ISBN-13: 9780814432983
• ISBN-10: 0814432980
• Artikelnr.: 38139464

Autorenporträt

REN'E EVENSON is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101.

Inhaltsangabe

CONTENTS
Acknowledgmentsix
Introduction1
PART 1
Powerful Phrases + Actions = Successful
Work Relationships
1 Communicating Powerful Phrases7
Resolving Conflict: The Wrong Way 9
Why This Doesn't Work 10
Begin with "I" Phrases 10
Phrases of Understanding 13
Phrases of Apology 15
Phrases of Compromise 16
Phrases of Resolution 19
Phrases of Reconciliation 21
Resolving Conflict: The Right Way 22
Why This Works 24
2 Actions That Enhance Powerful Phrases27
Resolving Conflict: The Wrong Way 29
Why This Doesn't Work 30
Body Language 31
Facial Expressions 34
Tone of Voice 36
Assertiveness 38
Resolving Conflict: The Right Way 41
Why This Works 43
PART 2
Effective Conflict Resolution = Strengthened
Work Relationships
3 Five Steps to Effective Conflict Resolution47
Resolving Conflict: The Wrong Way 49
Why This Doesn't Work 50
Step 1: Think First 51
Step 2: Gain a Better Understanding 53
Step 3: Define the Problem 56
Step 4: Offer Your Best Solution 57
Step 5: Agree on the Resolution 61
Resolving Conflict: The Right Way 63
Why This Works 66
4 Powerful Phrases for Challenging
Coworker Situations69
Basic Rules When Confronting a Coworker 70
How to Deal with a Backstabber 71
How to Deal with a Brownnoser 76
How to Deal with a Bully 81
How to Deal with a Credit Taker 85
How to Deal with a Criticizer 89
How to Deal with an Ethics Violator 94
How to Deal with an Excessive Emailer 98
How to Deal with a Gossipmonger 102
How to Deal with a Know-It-All 106
How to Deal with a Late-Nick 111
How to Deal with a Loudmouth 115
How to Deal with a Meeting Monopolizer 119
How to Deal with a Mistake Maker 123
How to Deal with a Negative Nelly 128
How to Deal with a Personal Hygiene Offender 132
How to Deal with a Personal Space Invader 136
How to Deal with a Slacker 139
How to Deal with a TMI'er 144
How to Deal with a Whiner 148
How to Deal with a Wimp 151
5 Powerful Phrases for Challenging
Situations with Your Boss155
Basic Rules When Confronting Your Boss 156
How to Deal with an Abusive Boss 157
How to Deal with a Controlling Boss 162
How to Deal with an Egotistical Boss 167
How to Deal with an Incompetent Boss 172
How to Deal with an Inconsistent Boss 177
How to Deal with a Micromanaging Boss 181
How to Deal with a Noncommunicative Boss 186
How to Deal with a Passive Boss 191
How to Deal with a Reactive Boss 195
How to Deal with an Unethical Boss 200
6 Powerful Phrases for Situations You Cause207
Resolving Conflict: The Wrong Way 209
Why This Doesn't Work 210
Step 1: Think First 211
Step 2: Gain a Better Understanding 213
Step 3: Define the Problem 216
Step 4: Offer Your Best Solution 218
Step 5: Agree on the Resolution 220
Resolving Conflict: The Right Way 221
Why This Works 223
About the Author225