Summary Of Renee Evenson S Powerful Phrases For Dealing With Difficult People

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Powerful Phrases for Dealing with Difficult People

Renee Evenson
Powerful Phrases for Dealing with Difficult People Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 242 pages
File Size : 53,6 Mb
Release : 2013-10-15
Category : Business & Economics
ISBN : 9780814432990

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Powerful Phrases for Dealing with Difficult People by Renee Evenson Pdf

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.

Summary of Renee Evenson's Powerful Phrases for Dealing with Difficult People

Everest Media,
Summary of Renee Evenson s Powerful Phrases for Dealing with Difficult People Book PDF

Author : Everest Media,
Publisher : Everest Media LLC
Page : 40 pages
File Size : 44,5 Mb
Release : 2022-04-25T22:59:00Z
Category : Business & Economics
ISBN : 9781669389514

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Summary of Renee Evenson's Powerful Phrases for Dealing with Difficult People by Everest Media, Pdf

Please note: This is a companion version & not the original book. Sample Book Insights: #1 When you’re forced to work with people you wouldn’t choose to be with, it can be difficult to maintain your composure and control your emotions. However, you must learn how to communicate assertively and constructively in order to resolve conflict. #2 During a staff meeting, Kate was presenting when one of her coworkers, Emma, interrupted and disagreed with what she was saying. As a result, Kate lost her concentration and confidence and found it difficult to regroup and get back on track. #3 When Kate accused Emma of always interrupting her, the conversation quickly escalated and went downhill. Both women spoke angrily, and there was no way to turn their banter into a constructive dialogue. #4 The number one rule when resolving conflict is to never start a conversation with the word you. It will immediately put the other person on the defensive. Instead, start a conversation with an I statement and explain how the other person’s behavior made you feel.

Powerful Phrases for Effective Customer Service

Renée Evenson
Powerful Phrases for Effective Customer Service Book PDF

Author : Renée Evenson
Publisher : HarperChristian + ORM
Page : 303 pages
File Size : 40,9 Mb
Release : 2012-09-12
Category : Business & Economics
ISBN : 9780814420331

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Powerful Phrases for Effective Customer Service by Renée Evenson Pdf

Dealing with customers isn't easy, they aren't always right or even pleasant. Business author Renée Evenson ensures you’ll always have the right words to defuse tense interactions. Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers. In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you: how to assess circumstances, choose one of many appropriate responses, and confidently and consistently deliver customer satisfaction. Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively. By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles--you’ll strengthen all facets of your customer service.

Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities

Susan Benjamin
Perfect Phrases for Dealing with Difficult People Hundreds of Ready to Use Phrases for Handling Conflict Confrontations and Challenging Personalities Book PDF

Author : Susan Benjamin
Publisher : McGraw Hill Professional
Page : 224 pages
File Size : 45,7 Mb
Release : 2007-09-06
Category : Business & Economics
ISBN : 0071595120

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Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities by Susan Benjamin Pdf

Perfect Phrases for the Right Situation, Every Time Whether it's hiring employees or creating teams, the Perfect Phrases series has the tools for precise, effective communication in any situation. With Perfect Phrases books, you have all the phrases you need to get things done, right at your fingertips!

How to Deal With Difficult People

Gill Hasson
How to Deal With Difficult People Book PDF

Author : Gill Hasson
Publisher : John Wiley & Sons
Page : 208 pages
File Size : 54,9 Mb
Release : 2014-10-29
Category : Business & Economics
ISBN : 9780857085719

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How to Deal With Difficult People by Gill Hasson Pdf

DON’T LET PROBLEM PEOPLE GET TO YOU! Whether it’s a manager who keeps moving the goal posts, an uncooperative colleague, negative friend, or critical family member, some people are just plain hard to get along with. Often, your immediate response is to shrink or sulk, become defensive or attack. But there are smarter moves to make when dealing with difficult people. This book explains how to cope with a range of situations with difficult people and to focus on what you can change. This book will help you to: Understand what makes difficult people tick and how best to handle them Learn ways to confidently stand up to others and resist the urge to attack back Develop strategies to calmly navigate emotionally-charged situations Deal with all kinds of difficult people – hostile, manipulative and the impossible Know when to choose your battles, and when to walk away Why let someone else’s bad attitude ruin your day? How to Deal With Difficult People arms you with all the tools and tactics you need to handle all kinds of people – to make your life less stressful and a great deal easier.

Getting Along

Amy Gallo
Getting Along Book PDF

Author : Amy Gallo
Publisher : Harvard Business Press
Page : 326 pages
File Size : 46,7 Mb
Release : 2022-09-13
Category : Business & Economics
ISBN : 9781647821074

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Getting Along by Amy Gallo Pdf

Named one of "22 new books…that you should consider reading before the year is out" by Fortune "This practical and empathetic guide to taking the high road is worth a look for workers lost in conflict." — Publisher's Weekly A research-based, practical guide for how to handle difficult people at work. Work relationships can be hard. The stress of dealing with difficult people dampens our creativity and productivity, degrades our ability to think clearly and make sound decisions, and causes us to disengage. We might lie awake at night worrying, withdraw from work, or react in ways we later regret—rolling our eyes in a meeting, snapping at colleagues, or staying silent when we should speak up. Too often we grin and bear it as if we have no choice. Or throw up our hands because one-size-fits-all solutions haven't worked. But you can only endure so much thoughtless, irrational, or malicious behavior—there's your sanity to consider, and your career. In Getting Along, workplace expert and Harvard Business Review podcast host Amy Gallo identifies eight familiar types of difficult coworkers—the insecure boss, the passive-aggressive peer, the know-it-all, the biased coworker, and others—and provides strategies tailored to dealing constructively with each one. She also shares principles that will help you turn things around, no matter who you're at odds with. Taking the high road isn't easy, but Gallo offers a crucial perspective on how work relationships really matter, as well as the compassion, encouragement, and tools you need to prevail—on your terms. She answers questions such as: Why can't I stop thinking about that nasty email?! What's behind my problem colleague's behavior? How can I fix things if they won't cooperate? I've tried everything—what now? Full of relatable, sometimes cringe-worthy examples, the latest behavioral science research, and practical advice you can use right now, Getting Along is an indispensable guide to navigating your toughest relationships at work—and building interpersonal resilience in the process.

Managing Difficult People

Marilyn Pincus
Managing Difficult People Book PDF

Author : Marilyn Pincus
Publisher : Simon and Schuster
Page : 224 pages
File Size : 40,5 Mb
Release : 2004-10-08
Category : Business & Economics
ISBN : 9781593371869

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Managing Difficult People by Marilyn Pincus Pdf

"Managing Difficult People" helps readers identify and deal with personality types such as the bully, the complainer, the know-it-all, the silent type, the social butterfly, the rookie, the manipulator, and more.

Working with Difficult People, Second Revised Edition

Amy Cooper Hakim,Muriel Solomon
Working with Difficult People Second Revised Edition Book PDF

Author : Amy Cooper Hakim,Muriel Solomon
Publisher : Penguin
Page : 352 pages
File Size : 45,9 Mb
Release : 2016-12-06
Category : Business & Economics
ISBN : 9781101993118

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Working with Difficult People, Second Revised Edition by Amy Cooper Hakim,Muriel Solomon Pdf

A revised edition of the classic guide on how to best resolve conflict in today's technologically advanced workplace. Your work day is filled with them--people who frustrate, impede, maneuver, undermine, plot, connive, and whine. This indispensable guide details specific techniques for handling all of them, with easy-to-follow scenarios for every situation. Updated and revised to reflect modern issues including technology, generation gaps, and language barriers, this guide describes 10 kinds of culprits, from tyrants and bullies (regular and cyber) to the pushy and presumptuous to connivers and camouflagers; and offers helpful strategies and phrases for diffusing workplace tensions and effectively resolving conflicts.

Since Strangling Isn't an Option

Sandra A. Crowe
Since Strangling Isn t an Option Book PDF

Author : Sandra A. Crowe
Publisher : Penguin
Page : 289 pages
File Size : 47,9 Mb
Release : 1999-10-15
Category : Self-Help
ISBN : 9781101662236

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Since Strangling Isn't an Option by Sandra A. Crowe Pdf

For those who feel like they are expending too much energy either engaging in conflict or desperately trying to avoid it, this refreshing, realistic guide provides accessible solutions. Readers will learn why dealing with a difficult person doesn't have to ruin their day, the habits that cause conflict, and the techniques that can turn things around. It also gives readers insight into their own power in shaping relationships, and specific advice for handling different personality types. There really is a better way!

Customer Service Training 101

Renee Evenson
Customer Service Training 101 Book PDF

Author : Renee Evenson
Publisher : AMACOM
Page : 240 pages
File Size : 53,6 Mb
Release : 2010-10-06
Category : Business & Economics
ISBN : 9780814416426

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Customer Service Training 101 by Renee Evenson Pdf

Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of Customer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Powerful Phrases for Successful Interviews

Tony Beshara,Phil McGraw
Powerful Phrases for Successful Interviews Book PDF

Author : Tony Beshara,Phil McGraw
Publisher : AMACOM
Page : 258 pages
File Size : 42,9 Mb
Release : 2014-02-13
Category : Business & Economics
ISBN : 9780814433553

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Powerful Phrases for Successful Interviews by Tony Beshara,Phil McGraw Pdf

The job market is full of qualified applicants--which means the next position you apply for will be filled by the candidate who gives the right answers. How confident are you that your responses are distinguishing you from the competition? When it's time to choose between a candidate who is perfect on paper and one who is persuasive in person, there’s no contest. After all, almost every applicant who makes it to the interview process looks fabulous on a résumé. So employers have to make gut-level evaluations based on the candidates’ answers to the interview questions. Hiring expert Tony Beshara knows the words that trigger “yes” in the minds of employers--and in this book, he arms candidates with hundreds of ready-to-use responses to even the toughest interview questions. Covering entry-level to executive positions and encompassing all industries, Powerful Phrases for Successful Interviews propels job seekers through every stage of the process. Beshara will show you the power phrases to: Get your foot in the door Clearly communicate your skills, strengths, and experience Make a great impression at the crucial opening and close Score high on the likability factor Dispel lingering concerns about work history Give follow-up emails real impact Negotiate a strong job offer Powerful Phrases for Successful Interviews provides candidates with hundreds of ready-to-use responses to even the toughest interview questions, giving professionals the right words to make the difference every time.

Coping with Toxic Managers, Subordinates --and Other Difficult People

Roy H. Lubit
Coping with Toxic Managers Subordinates and Other Difficult People Book PDF

Author : Roy H. Lubit
Publisher : FT Press
Page : 408 pages
File Size : 55,8 Mb
Release : 2004
Category : Business & Economics
ISBN : 0131409956

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Coping with Toxic Managers, Subordinates --and Other Difficult People by Roy H. Lubit Pdf

The author shows how to use emotional intelligence tactics to survive when dealing with toxic managers and other impossible people in the workplace.

Verbal Judo

George J. Thompson, PhD
Verbal Judo Book PDF

Author : George J. Thompson, PhD
Publisher : Zondervan
Page : 224 pages
File Size : 50,8 Mb
Release : 2010-10-12
Category : Language Arts & Disciplines
ISBN : 9780062031686

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Verbal Judo by George J. Thompson, PhD Pdf

Verbal Judo is the martial art of the mind and mouth that can show you how to be better prepared in every verbal encounter. Listen and speak more effectively, engage people through empathy (the most powerful word in the English language), avoid the most common conversational disasters, and use proven strategies that allow you to successfully communicate your point of view and take the upper hand in most disputes. Verbal Judo offers a creative look at conflict that will help you defuse confrontations and generate cooperation from your spouse, your boss, and even your teenager. As the author says, "when you react, the event controls you. When you respond, you’re in control." This new edition features a fresh new cover and a foreword demonstrating the legacy of Verbal Judo founder and author George Thompson, as well as a never-before-published final chapter presenting Thompson’s "Five Universal Truths" of human interaction.

Negotiating the Nonnegotiable

Daniel Shapiro
Negotiating the Nonnegotiable Book PDF

Author : Daniel Shapiro
Publisher : Penguin
Page : 352 pages
File Size : 41,9 Mb
Release : 2016-04-19
Category : Psychology
ISBN : 9781101626962

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Negotiating the Nonnegotiable by Daniel Shapiro Pdf

“One of the most important books of our modern era” –Amb. Jaime de Bourbon For anyone struggling with conflict, this book can transform you. Negotiating the Nonnegotiable takes you on a journey into the heart and soul of conflict, providing unique insight into the emotional undercurrents that too often sweep us out to sea. With vivid stories of his closed-door sessions with warring political groups, disputing businesspeople, and families in crisis, Daniel Shapiro presents a universally applicable method to successfully navigate conflict. A deep, provocative book to reflect on and wrestle with, this book can change your life. Be warned: This book is not a quick fix. Real change takes work. You will learn how to master five emotional dynamics that can sabotage conflict outside your awareness: 1. Vertigo: How can you avoid getting emotionally consumed in conflict? 2. Repetition compulsion: How can you stop repeating the same conflicts again and again? 3. Taboos: How can you discuss sensitive issues at the heart of the conflict? 4. Assault on the sacred: What should you do if your values feel threatened? 5. Identity politics: What can you do if others use politics against you? In our era of discontent, this is just the book we need to resolve conflict in our own lives and in the world around us.

Communicate with Mastery

JD Schramm
Communicate with Mastery Book PDF

Author : JD Schramm
Publisher : John Wiley & Sons
Page : 170 pages
File Size : 45,9 Mb
Release : 2020-01-22
Category : Business & Economics
ISBN : 9781119550167

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Communicate with Mastery by JD Schramm Pdf

Develop your leadership communication Communicating with Mastery provides readers with a rich treasure trove of frameworks and tools for leadership communication as developed and taught over the past decade at Stanford's Graduate School of Business. Designed for the business leader on the go, it provides you quick access to helpful approaches to vexing communication problems leaders face today in speaking and writing to various audiences. Projects often fail not because of the vision, but in the articulation of that vision. With the help of this book, you’ll learn how to ensure you get the results you desire as a leader and communicator including: Speak with conviction and write with impact Tailor your communication to any goal, setting, or audience Scale your leadership through effective coaching Every time you write or speak, you need to make your words count. And this book shows you how.