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

4.3 4.3 out of 5 stars 1,418 ratings

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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.

Popular Highlights in this book

From the brand


From the Publisher

Develop the skills to handle  any conflict with any person

Master the  five steps of effective conflict resolution.

Communicate assertively, confidently, and constructively.

Understand the ten challenging personality types of difficult bosses.

Available on Audible and Kindle
Powerful Phrases for Dealing with Workplace Conflict Powerful Phrases for Dealing with Difficult People Powerful Phrases for Successful Interviews
Powerful Phrases for Dealing with Workplace Conflict Powerful Phrases for Dealing with Difficult People Powerful Phrases for Successful Interviews
Customer Reviews
4.7 out of 5 stars
58
4.3 out of 5 stars
1,418
4.4 out of 5 stars
38
Price $12.99 $11.20 $12.71
Author Karin Hurt and David Dye Renée Evenson Tony Beshara

Editorial Reviews

Review

"Isn't workplace harmony worth a try? Wouldn't you rather have truce than trouble? If the answer to those questions is affirmative, then grab this book." --Houston Style Magazine

"Her [the author's] book offers readers great tips for handling difficult personalities using specific verbal and nonverbal communication in combination with a five-step conflict-resolution formula."
--Retailing Insight

From the Inside Flap

It s not the work that s so hard it s the people. The micromanaging control freak. The boss who takes credit for everything. The coworker who regularly strolls in late and takes leisurely breaks.

There s no escaping problematic personalities. And there s no point fighting or letting tensions simmer. Instead, learn to build positive, productive relationships with everyone in your workplace and put your career on an unstoppable upward trajectory.

Powerful Phrases for Dealing with Difficult People is an all-in-one trouble-shooting guide for resolving any kind of conflict with your boss or coworkers. Organized for quick lookup, the book helps you identify situations that push your emotional buttons. It offers powerful tools for defusing potentially explosive situations, including:

325 phrases that lead to constructive conflict-resolution conversations

20 challenging coworker behaviors, with specific phrases and actions for dealing with each

10 difficult boss personality types, with guidelines for working through problems with each

Tips for recovering from blunders you may have caused yourself

A five-step process for turning bad situations into positive ones

Nonverbal communication skills to back up your words

I phrases, phrases of apology, phrases of compromise, and other useful words for building relationships

Why This Works and Something to Think About sections that clarify tactics

Don t get bogged down by people who are incompetent, hog the spotlight, whine, backstab, avoid work, or create other problems. You can interact effectively with even the most challenging people by using these pithy, powerful solutions for quickly resolving workplace strife.

Renée Evenson is a small-business consultant specializing in workplace communication and conflict-resolution strategies. Her previous books include Powerful Phrases for Effective Customer Service and Customer Service Training 101. She lives in Saint Simons Island, Georgia.

Product details

  • ASIN ‏ : ‎ B00E1SSIV0
  • Publisher ‏ : ‎ AMACOM; 1st edition (October 15, 2013)
  • Publication date ‏ : ‎ October 15, 2013
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 611 KB
  • Simultaneous device usage ‏ : ‎ Up to 5 simultaneous devices, per publisher limits
  • Text-to-Speech ‏ : ‎ Enabled
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Enabled
  • Word Wise ‏ : ‎ Enabled
  • Print length ‏ : ‎ 240 pages
  • Customer Reviews:
    4.3 4.3 out of 5 stars 1,418 ratings

About the author

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Renee Evenson
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My passion is writing about the 3 Cs: Communication, Conflict Resolution, and Customer Service. No matter your role, my goal is to help you be the best you can be by being an effective communicator, by learning how to effectively handle conflict, and by providing exceptional customer service.

If you are a frontline employee, my books show you how to interact with your customers, even those who are difficult to please. If you are a manager, my books show you how to lead exceptionally. The essence of all of my books is to show you how to improve and enhance your skills.

Prior to becoming a full time writer, I was a marketing manager for small business accounts at BellSouth Telecommunications. No matter which hat I'm wearing (or have worn) I enjoy helping others, whether it be through my writing, consulting, or coordinating projects. My philosophy is that whatever your career, if you focus on the aspects of your job that you find most fulfilling, you will gain enjoyment in whatever you do. Every job has its ups and downs and if you focus on the positives it's easier to move beyond the negatives.

Customer reviews

4.3 out of 5 stars
1,418 global ratings

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Customers say

Customers find the book's advice helpful in all situations. They find the writing style savvy and respectful. The instructions are clear and simple to follow, making it a good first book for high school or college students. However, some readers feel the scenarios are overly simplified and lack practicality.

AI-generated from the text of customer reviews

39 customers mention "Advice"36 positive3 negative

Customers find the book's advice helpful in defusing situations and providing good examples to problem-solve. It provides great insight for their jobs and trains them to use intelligent responses. The examples help clarify how to discuss different and challenging situations. The book puts a different perspective on difficult interactions in the work place.

"This really is a powerful book. It’s the most practical and useful book I’ve read in a long time...." Read more

"This books provides guidance on dealing with annoying people. Step by step instructions with examples are included. This book is great." Read more

"...The gave many examples of how to handle difficult people and our reactions to them." Read more

"I felt so inspired after reading this book...." Read more

30 customers mention "Readability"30 positive0 negative

Customers find the book easy to read and suitable for the workplace. They appreciate the quality, performance, and versatility of the product. The boss portion is a favorite among readers.

"This really is a powerful book. It’s the most practical and useful book I’ve read in a long time...." Read more

"...Step by step instructions with examples are included. This book is great." Read more

"Great book as it relate to dealing with all types of people. The gave many examples of how to handle difficult people and our reactions to them." Read more

"Baper back. Seems fine. No problems with pages. Can't say how good it is yet because weather's to nice and will enjoy in winter" Read more

14 customers mention "Writing style"11 positive3 negative

Customers find the writing style savvy, respectful, and informative. They describe it as an easy read with fun scenarios that encourage thinking before speaking. The book provides valuable insights into how to initiate difficult conversations.

"...This book has helpful, easy-to-read, quick-to-learn statements that aid me through MY struggling part of any conflict, work, personal. etc...." Read more

"Great easy read. Very informative and fun scenario's" Read more

"I read it in one night.... it opens the door on how to initiate difficult conversations and when you read enough, you can put together your own..." Read more

"...logical and empathetic, they instantly capitulate, they speak in strange, inorganic, stilted ways, and then they have a group hug moment when it's..." Read more

7 customers mention "User-friendly"7 positive0 negative

Customers appreciate the book's user-friendly instructions and examples. They find it simple, straightforward, and easy to understand. The guidelines on dealing with controlling verbally are described as ready to use.

"...Step by step instructions with examples are included. This book is great." Read more

"...This book has helpful, easy-to-read, quick-to-learn statements that aid me through MY struggling part of any conflict, work, personal. etc...." Read more

"...It's user-friendly, and the customer support is excellent. I highly recommend it to anyone. You won't be disappointed!" Read more

"...Thank you, Renee Evenson, for writing this sensible how-to book. Quality human relationships matter." Read more

13 customers mention "Senationality"8 positive5 negative

Customers have different views on the examples in the book. Some find them practical and concrete, with a clear depiction of several scenarios. Others feel the scenarios are overly simplified and unrealistic, with flimsy problem-solving suggestions.

"...The scenarios and resolution tools are applicable in all types of work situations. Thank you so much!" Read more

"...The characters in these skits are not very tenacious, they are impossibly logical and empathetic, they instantly capitulate, they speak in strange,..." Read more

"This book offers many concrete examples that help clarify how to discuss different and challenging situations...." Read more

"...as it taught me how to word things in a productive and positive manner." Read more

7 customers mention "Value for money"0 positive7 negative

Customers are dissatisfied with the book's value for money. They find it a waste of money and not very helpful.

"...I am disappointed in the book. There was nothing here, really, that I could benefit from...." Read more

"...How is this not pejorative and dismissive and just another form of bullying?..." Read more

"...A waste of time and money. The phrase "at work" needs to be added the title for it to be an accurate description of the contents." Read more

"This book is one of the dumbest books i’ve ever read in my lifetime… I rather chew on tinfoil and read a Harelquin romance novel while fire ants..." Read more

Too idealistic for an imperfect world
2 out of 5 stars
Too idealistic for an imperfect world
The title doesn’t indicate that the book is geared for workplace interactions, but I thought I’d still find nuggets of gold in here. Within the first chapter, the author gives embarrassing sheepish phrases for apologizing. That would be useful if the other person was reasonable and wanted the professional relationship to workout. Agree with the reviewer who said that this advice is naive and useless in managing caustic personality types in an aggressive work environment, seeking to undermine or bully others. The book reads like a brown-nosing lesson. Skip this if the difficult people in your life really don’t care to meet you halfway.
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Top reviews from the United States

  • Reviewed in the United States on April 11, 2024
    This really is a powerful book. It’s the most practical and useful book I’ve read in a long time. The scenarios and resolution tools are applicable in all types of work situations. Thank you so much!
    10 people found this helpful
    Report
  • Reviewed in the United States on June 4, 2024
    This books provides guidance on dealing with annoying people. Step by step instructions with examples are included. This book is great.
    4 people found this helpful
    Report
  • Reviewed in the United States on March 5, 2024
    Great book as it relate to dealing with all types of people. The gave many examples of how to handle difficult people and our reactions to them.
    6 people found this helpful
    Report
  • Reviewed in the United States on February 9, 2018
    I felt so inspired after reading this book. The only issue is that there isn't much resolution to be had when dealing with someone lacking in empathy entirely. Lots of good advice about remaining calm/quiet and thinking before speaking, etc. but what am I supposed to do when the person I am speaking to about my feelings responds with "what about my feelings", etc. If the other person refuses to take responsibility for their actions, where does that leave me?
    56 people found this helpful
    Report
  • Reviewed in the United States on September 17, 2024
    Baper back. Seems fine. No problems with pages.
    Can't say how good it is yet because weather's to nice and will enjoy in winter
  • Reviewed in the United States on January 14, 2023
    This is a must read for managers at various levels. I enjoyed reading the book because it gave several real life examples of dealing with difficult people and how to work through the steps to best handle the situation. As I was reading, I often associated the scenarios to what I deal with at work. I’m a manager at a company that have people of various backgrounds and unique personalities. This book has helped me improve my skills of working with difficult employees. I highly recommend!
    14 people found this helpful
    Report
  • Reviewed in the United States on February 27, 2024
    I highly recommend this book be given with the employee's handbook. The scenarios presented in the book are excellent examples of situations that actually occur on a daily basis at work.
    9 people found this helpful
    Report
  • Reviewed in the United States on January 11, 2024
    This book offers many concrete examples that help clarify how to discuss different and challenging situations. Would recommend to anyone interested in growing their communication skills!
    8 people found this helpful
    Report

Top reviews from other countries

Translate all reviews to English
  • Bel
    5.0 out of 5 stars Some very useful tips
    Reviewed in the United Kingdom on June 26, 2024
    This book has some great examples of how to deal with some difficult situations.
    Unfortunately reality is some people won't change and if you have to continue to work with them it can be challenging. I think this helps with changing your narrative as it's all you can control and that brings a level of peace if it doesn't completely resolve the situation.
  • SW96
    4.0 out of 5 stars Works only with reasonable people
    Reviewed in Germany on September 23, 2020
    The book contains a lot of useful phrases to deal with the most common difficult peole at work.
    It is very detailed and does not just rush through the topics. Unfortunately the solutions have the requirement that the person who you speak to is reasonable and capable of criticism. The persons you have to deal with at work usually do not have these attributes (I can only speak for Germany) so the solutions may only work for a limited group of Persons. I would rate it a 3.5/5.
  • Cliente Amazon
    5.0 out of 5 stars Material muito bom para apoio nestas conversas difíceis.
    Reviewed in Brazil on June 11, 2018
    Gostei do livro. Apresenta informações bastante focadas no assunto e com boas dicas para uma melhor abordagem. Recomendo o material.
  • Sam
    5.0 out of 5 stars Must have with every professional!
    Reviewed in Canada on April 3, 2017
    My go to guide. A must have because in every workplace you would have that one person who stands against anything you propose or that team member who is difficult to handle. This was recommended by my professor and I am glad I have it forever now!
  • Mani
    4.0 out of 5 stars Worth reading
    Reviewed in India on October 2, 2017
    Great book with a practical approach. Thanks to the author. I wish all the best to the author.

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