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Powerful Phrases for Dealing with Difficult People: Over 325 Ready-To-Use Words and Phrases for Working with Challenging Personalities
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Powerful Phrases for Dealing with Difficult People: Over 325 Ready-To-Use Words and Phrases for Working with Challenging Personalities

3.31  ·  Rating Details ·  78 Ratings  ·  12 Reviews
Incompetent, lazy, spotlight-hogging, whiny, backstabbing, avoidant--there's no end to the personality challenges that impede workplace relationships. But interacting effectively with employees, colleagues, and bosses is essential for success. With Powerful Phrases for Dealing with Difficult People , anyone can confront problems head-on, before they fester and spread. Pra ...more
Paperback, 225 pages
Published October 15th 2013 by AMACOM/American Management Association (first published January 1st 2013)
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Zoe
Sep 20, 2016 Zoe rated it it was ok
The book talks way too much about how one feels. If someone is reading this book, it is certain that he or she works in a difficult work environment. In such a hostile environment, the last thing people care about is how they make you feel. Talk about "I felt distracted when you did this or that." Now that just sounds pathetic. Anyone with a few years of corporate experience can tell you that. You try to focus on work and stay away from personal feelings. I wanted some advice on how to direct ...more
Stephen Heverin
Aug 03, 2014 Stephen Heverin rated it really liked it
Overall this is a decent book to give you a handle on how to deal with people in a way thats closure to productive. Having worked in a variety of companies, situations and for different managers, I gained value from most sections in this book. Some of the phrases that are used may seem somewhat silly to say, but they are useful and you can look to tailor a phrase to keep the same tone and meaning, but be more in your style of talking.

Three areas where I believe the book falls short. First, in th
...more
Jane
Oct 24, 2013 Jane rated it really liked it
Shelves: read-in-2013
Easy to read self-help that covers a number of situations, including group and one-on-one conflicts. It covers situations that happen to you as well as those that you cause, inadvertently or otherwise.

My only critical thought while reading it was, the characters in the scenarios all acted so reasonably. My experience, both in and outside the workplace, isn't quite so tidy. Nonetheless, taken as a set of guidelines, the book offers much helpful advice on conflict resolution.
Jessica
Oct 19, 2016 Jessica rated it it was ok
Some good tips but overall it is far too idealistic in the relationships of coworkers.
Joseph Santiago
Feb 09, 2014 Joseph Santiago rated it really liked it
This was a great book for not only learning phrases to help you in tough circumstances, but also to help you practice using them. This book deconstructed situations and runs you through a method for analyzing the goals of communications and the approach to use. At times it can get a bit dry going over circumstance after to circumstance but the content and method will be drilled into you if you finish reading this book. This is a great book to review when dealing with difficult people. I think ...more
North Richland Hills Public Library
The title suggests a lengthy list of phrases that may be useful when dealing with certain personalities in the workplace. The book is much more than a list and describes processes for effectively addressing in-house issues that may arise at work. The section on conflict resolution is particularly helpful, providing reasonable steps for anyone to follow: think before speaking, seek ways to better understand the problem, define the problem, offer your best solution after compromise, then agree to ...more
Ilili
Apr 22, 2014 Ilili rated it really liked it
The title suggests a lengthy list of phrases that may be useful when dealing with certain personalities in the workplace. The book is much more than a list and describes processes for effectively addressing in-house issues that may arise at work. The section on conflict resolution is particularly helpful, providing reasonable steps for anyone to follow: think before speaking, seek ways to better understand the problem, define the problem, offer your best solution after compromise, then agree to ...more
Elizabeth
May 26, 2015 Elizabeth rated it really liked it
This book was recommended to me and I found it to be a useful resource. It is something that should probably be read once a year as a refresher, especially if you work with a lot of conflicting personalities. There are some key phrases and also pointers on how to address problems and even which ones might be okay to let be.
Kim
Aug 27, 2016 Kim rated it really liked it
Great tool for helping to handle potentially difficult situations with people in a way to avoid misunderstandings or conflict
Melanie
Sep 11, 2014 Melanie rated it liked it
Useful and flexible formula for communication with many clearly explained examples. It won't solve all problems with difficult people, but it will greatly increase chances of success.
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RENÉE EVENSON has worked in the customer service management field for over 30 years, including nearly two decades as a customer service manager and trainer at BellSouth Telecommunications. She has a degree in organizational psychology and is the author of Customer Service Training 101, Customer Service Management Training 101, and Powerful Phrases for Effective Customer Service.
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