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Dealing with difficult people : how to deal with nasty customers, demanding bosses, and annoying co-workers

Author: Roberta Cava
Publisher: Buffalo, N.Y. : Firefly Books, 2004.
Edition/Format:   Print book : English : Rev. edView all editions and formats
Summary:
Strategies and useful techniques to help workers learn how to handle stressful situations. Includes effective communication skills, paraphrasing, feedback, interpreting body language and understanding different personality types.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Roberta Cava
ISBN: 155297927X 9781552979273
OCLC Number: 56592777
Description: viii, 224 pages ; 23 cm
Contents: Introduction --
Understanding behavior and its effects --
Basic communication skills --
Dealing with manipulators --
Dealing with difficult clients --
Dealing with difficult supervisors --
Dealing with difficult co-workers --
Dealing with difficult subordinates --
Conclusion --
Acknowledgements --
Bibliography --
Index.
Responsibility: Roberta Cava.
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Abstract:

Strategies and useful techniques to help workers learn how to handle stressful situations. Includes effective communication skills, paraphrasing, feedback, interpreting body language and understanding different personality types.

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