Nasty Customers? Boss on the Rampage? Uncooperative Colleagues? Upset Secretary?This international best-seller will help you deal with them.At one time or another, everyone has to deal with irate, rude, impatient emotional or aggressive people in the workplace. This is the book for learning how to handle these stressful situations and how to defuse tensions calmly and with professionalism.This book outlines useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations including:Upset, angry, rude, abusive customersDifficult co-workersWhiners, complainers and bellyachersAnnoying subordinatesDemanding bossesAbusive language or behaviourSarcasm, "the Silent Treatment," gossip and tantrums Roberta Cava is the author of 30 books. Two of them are international best-sellers. Her Dealing with Difficult People book was published in 1990 (23 publishers in 17 languages). She was born in Canada but now lives on the Gold Coast of Queensland, Australia.
