by Roberta Cava (Author)
Everyone who has had to deal with irate, rude, impatient or aggressive people in the workplace will welcome this book. Dealing with Difficult People offers detailed, proven strategies for handling stressful situations calmly and professionally. Discover the root causes of poor communication and learn how to deal with the most common personality conflicts and improve your own people skills so that you work better with others.Completely updated and revised, this international bestseller outlines proven techniques to help workers keep their cool in a variety of situations.Dealing with Difficult People is an absolute must for anyone who wants to defuse tensions and resolve stressful situations.Learn how to keep your cool by: Calming angry customersHandling annoying subordinates, co-workers and bossesDealing with sarcasm and the "silent treatment"Preventing abusive language and behaviourRecognising and circumventing office politicsSexual harassment and workplace bullying.This book was first published in 1990 and has had 22 publishers - 16 languages.
Author Biography
Roberta Cava's background includes being employed as Head of Human Resources for three companies in Canada and Australia. She opened her first international training firm in Canada in 1982, her US office in Maui, Hawaii in 1986, and her third on the Gold Coast of Queensland, Australia when she emigrated in 1998. She has presented her seminars world-wide since 1982. Her most popular seminar of all is Dealing with Difficult People that has been presented to over 54,000 participants world-wide. She is the author of 25 books (in Paperback, eBook and Audio formats) and will be writing more.