Dimensions
140 x 210 x 20mm
How to Cope with Impossible Clients, Bosses and Employees.
The book for learning how to handle stressful situations, and how to defuse tensions calmly and with professionalism.
It outlines useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations, including:
- angry customers
- annoying subordinates, co-workers and bosses
- sarcasm and The Silent Treatment
- abusive language or behaviour
Roberta Cava's thorough coverage of effective communication skills - including paraphrasing, feedback, interpreting body language and understanding different personality types - makes 'Dealing With Difficult People' essential reading for anyone in business.
