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Dealing with Difficult People: How to Deal with Nasty Customers, Demanding Bosses and Annoying Co-workers Paperback – August 14, 2006

3.7 out of 5 stars 7 customer reviews

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Editorial Reviews

About the Author

Roberta Cava has been in the human resources field since 1974. She owns training companies in the United States, Canada and Australia and offers 65 different seminars worldwide. The most popular of these is Dealing with Difficult People, which has been presented to almost 70,000 participants. This book has been translated into 14 languages.

Excerpt. © Reprinted by permission. All rights reserved.


Do you have to deal with irate, rude, impatient, emotional, persistent or aggressive people? Do you come home from work stressed out from having handled such people all day? If so, reading this book will enable you to control your moods by not allowing others to give you negative feelings. You'll learn how to control your anger and stress levels, and obtain a psychological edge by improving your people skills.

Businesses (especially those in the service sector) are learning the importance of having employees who are capable of handling all types of difficult people and situations. Employees who succeed in this area are in great demand.

Difficult people are the ones who try to:

- make us lose our cool; - force us to do things we don't want to do; - prevent us from doing what we want or need to do; - often use coercion, manipulation or other underhanded methods to get their way; - make us feel guilty if we don't go along with their wishes; - make us anxious, upset, frustrated, angry, depressed, jealous, inferior, defeated or any other negative feeling; - make us do their share of the work.

Knowing techniques that work for dealing with difficult people and situations can boost your confidence, improve your competence at work, reduce stress and anxiety, and increase your enthusiasm for your job.

You'll experience a feeling of accomplishment when you handle difficult situations well. Your employer, co-workers and staff will trust and rely on you, will admire and like you, will think twice before pushing you around and will be more willing to try to please you.

How do I know that the techniques outlined in this book really work? Because more than 45,000 participants worldwide have attended my seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. These contributions are scattered throughout the book. I endorse every technique described here and use them regularly. Not only do I handle difficult situations better, but I've gained control of my reactions to negative situations. So can you!


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Product Details

  • Paperback: 224 pages
  • Publisher: Firefly Books; Revised edition (August 14, 2006)
  • Language: English
  • ISBN-10: 155297927X
  • ISBN-13: 978-1552979273
  • Product Dimensions: 9 x 5.9 x 0.7 inches
  • Shipping Weight: 12 ounces
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Best Sellers Rank: #1,621,051 in Books (See Top 100 in Books)

More About the Author

Roberta Cava is the author of the book "Dealing with Difficult People" that has been an international best-seller since 1990 (23 publishers in 17 languages). Although she was born in Canada, she now lives on the Gold Coast of Queensland Australia, has written twenty-six non-fiction books; five fiction books and will be writing more. To learn more, go to www.dealingwithdifficultpeople.info

Customer Reviews

Top Customer Reviews

Format: Paperback
This book is so chock full of info on dealing with difficult people. It goes beyond the obvious and gets to the root causes of the actions some people take, and how you can best combat them. I would recommend this book for anyone. Not just business persons, but anyone dealing with the public. It can even help with interpersonal relationships.

A great book
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Format: Paperback
For me, the book was poorly organized and presented in a very scattered way. It felt as if I was reading a bunch of post-it notes or the rough outline instead of paragraphs and chapters of cohesive ideas. Because of this, I am sorry to say I was unable to make it through the whole book and this is why I gave it only one-star. Perhaps the author can better present her ideas when in an informal, lecture or seminar atmosphere or maybe it is simply not the style of book that is suited to me. The only positive for me was that I loaned it from my local library, so it was not money wasted.
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Format: Paperback
I had the pleasure of sitting in on one of Roberta's seminars and meeting this very lovely woman. This book gives you some good tips and trick on how to deal with people that you may find difficult.
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Format: Paperback Verified Purchase
This is a book of advice for people in any workplace who struggle coping with other people at times, whether it is coworkers, supervisors or clients. The book is divided into different chapters for easy access if the reader wants to jump to a certain situation, for example ‘dealing with difficult clients’. The book is full of real life situations that have either happened to the author, or common situations that happen day to day. The author gives advice on how to calmly handle situations in a professional manner and also improve people skills by giving prompts on how to say certain things. Different situations are going to arise in any workplace and everyone will deal with a difficult person at some point in their career and therefore this book helps to prepare us to deal with these situations or if a situation does arise this will help deal with the present situation.
Some of the advice in the book is fairly obvious and other pieces of advice I would personally not take on board. For example the chapter covering dealing with difficult subordinates the author recommends that once made a supervisor, supervisors should not socialize with subordinates. Personally, I think advice can be argued that a lot of people would go on to lose respect for the person that may have previously been considered a friend, I know I would. So some pieces of advice should probably be taken with a pinch of salt, but a lot of it is good to keep in mind to resolve some workplace issues.
I do recommend this book to others, not just for people who are having current issues with difficult people but for anyone at work. The book can help in situations that may arise in the future and equip the reader with prompts and other advice in a number of different situations.
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