Benjamin S.F. Perfect Phrases for Dealing with Difficult People

McGraw-Hill, 2007. — 240 p.The real reason to communicate with difficult people is to improve your work life and theirs, not to mention the lives of your boss, coworkers, and, most important, customers. Even when those difficult people are the customers. As for whether you like those people or they like you, whether you become bosom buddies or maintain a respectful distance is inconsequential.
Granted, you will need different strategies for communicating with different people.The angry customers must be calmed and controlled while the lethargic employees must be energized. You can use the following tips in all your work interactions, and they will boost your communication to the most successful level possible.
With that in mind, read the following seven imperatives and apply them no matter who is causing you trouble.