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Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities [Paperback]

Susan Benjamin
3.5 out of 5 stars  See all reviews (11 customer reviews)

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Book Description

August 16, 2007 Perfect Phrases

Perfect Phrases for the Right Situation, Every Time

Whether it's hiring employees or creating teams, the Perfect Phrases series has the tools for precise, effective communication in any situation. With Perfect Phrases books, you have all the phrases you need to get things done, right at your fingertips!


Best Value

Buy Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities and get Perfect Phrases for Conflict Resolution: Hundreds of Ready-to-Use Phrases for Encouraging a More Productive and Efficient Work Environment (Perfect Phrases Series) at an additional 5% off Amazon.com's everyday low price.

Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities + Perfect Phrases for Conflict Resolution: Hundreds of Ready-to-Use Phrases for Encouraging a More Productive and Efficient Work Environment (Perfect Phrases Series)
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Editorial Reviews

From the Back Cover

The Right Phrase for Every Situation…Every Time

No matter where you work or what you do, you're bound to run into “colorful characters” who can make your job challenging. No question-learning to deal with them will prove critical to your success in the workplace. That's why you need this all-purpose reference of ready-to-use phrases to help you handle all kinds of people at all job levels. Whether you work for the proverbial “boss from hell,” manage an office packed with “personalities,” or juggle a three-ring circus of cranky clients, crazy customers, and annoying associates, you'll find just the right words for every situation, including:

  • Dealing with brutal bosses and confrontational coworkers
  • Turning explosive situations into mutually rewarding ones
  • Handling angry customers and demanding clients
  • Motivating unproductive workers and irresponsible vendors

Packed with hundreds of handy phrases, this quick-reference guide can be a real lifesaver-on the job, at school, anywhere. It's easy to deal with difficult people…when you have “Perfect Phrases.”

About the Author

Susan F. Benjamin is a communications consultant and the author of 5 books, including Words at Work. Her articles on language-related issues have appeared in USA Today, Philadelphia Inquirer, and New York Daily News.


Product Details

  • Paperback: 224 pages
  • Publisher: McGraw-Hill; 1 edition (August 16, 2007)
  • Language: English
  • ISBN-10: 0071493042
  • ISBN-13: 978-0071493048
  • Product Dimensions: 5.1 x 0.6 x 8 inches
  • Shipping Weight: 8.5 ounces (View shipping rates and policies)
  • Average Customer Review: 3.5 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #15,334 in Books (See Top 100 in Books)

More About the Author

Susan Benjamin is founder of Words at Work, Inc., which offers writing services and strategies for all sizes of businesses. "Few medium-sized companies, or big ones for that matter, can boast of its skill bank," wrote Tom Peters in his book Liberation Management. Benjamin has also taught writing at Berklee and other colleges in Boston.

Customer Reviews

3.5 out of 5 stars
(11)
3.5 out of 5 stars
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Most Helpful Customer Reviews
162 of 167 people found the following review helpful
1.0 out of 5 stars Perfect phrases...for making everyone mad at you October 18, 2007
By Amaz34
Format:Paperback
I picked up this book because I thought it might be nice to have a list of ready-made phrases ready to use for difficult people at work. What a mistake! The suggested phrases in this book go against almost everything else I've ever read about effective communications and reads more like a "what to do to "CYA" at work." I find that most of the phrases suggested would, if spoken out loud to an actual person, probably make you no friends and indeed spark quite a few enemies.

The suggested language is often accusatory ("Because you yelled at the group..." and to say to a boss with unproductive comments "Comments like that are unproductive and do nothing but create bad feelings" - seriously, say that out loud and try to make it NOT sound snotty) and I can't imagine using any of these phrases ever in an attempt to communicate positively and effectively with my employees, my boss, my coworkers, my friends, my family, etc.

This book is far from perfect and contains probably the worst suggestions for dealing with difficult people. While the suggested phrases are straightforward, they lack the finesse often necessary to elicit the best response from someone.
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27 of 27 people found the following review helpful
1.0 out of 5 stars Terrible Book - Wasted my Money - Wish I Hadn't January 18, 2011
Format:Kindle Edition|Amazon Verified Purchase
This book did not have many useful phrases. Many were along the lines of "I know how you feel". How do you know how others feel? Also it was not formatted well for Kindle. Many of the "Quick Tips" were cut off because the boxes didn't fit the Kindle screen. Also, a large portion of several pages was just eh same 2008 copyright information over and over again.

If you want good books on this type of material look at "Crucial Conversations" and Crucial Confrontations". They are both exceptionally good.
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17 of 22 people found the following review helpful
1.0 out of 5 stars Perfect Phrases for dealing with books that suck January 20, 2011
By Gloria
Format:Paperback|Amazon Verified Purchase
This book is full of mediocre to bad advice on dealing with nightmare co-workers. I disagree with 70% of what is suggested; it all sounds canned. Maybe it's outdated. Maybe it's helpful for those with a diagnosis of Asbergers.
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Most Recent Customer Reviews
5.0 out of 5 stars A definite high blood-pressure reliever
I work in, quite possibly, one of the lowest-stress environments ever, but even so, there are times when things get a bit too tense in the shop, and you need to defuse a... Read more
Published 2 months ago by KB7RKY
5.0 out of 5 stars Perfect Phrases
Again this is a great book to assist with positive assertive behavior.
A great tool to use as a resource.
Published 6 months ago by Nancy Leishman
3.0 out of 5 stars Nothing new
It definately offers help, but I didn't find anything new. It's too oriented towards sales. I was expecting something more general, applicable to any area.
Published 8 months ago by fran
2.0 out of 5 stars One step forward, two steps back
For every ideal phrase offered, there are at least two that are bad ideas. I really like that an author has come up with this type of book, but I think many of the offered phrases... Read more
Published 11 months ago by Jess
5.0 out of 5 stars Stop'em in their tracks
This book is ideal for handling confortations and dealing with difficult people. It certainly worked for me and so far--so good. I commend the author.
Published 12 months ago by Nonna Lynn
5.0 out of 5 stars very helpful, I have to write performance reviews alot.
I have to write performance reviews a lot. I always need new ideas.Very helpful.
I have to write performance reviews a lot. I always need new ideas.Very helpful.
Published 19 months ago by Betty Koester
5.0 out of 5 stars Great book!- Nice gift for someone in a management position
This is a great book for anyone. It is especially great for leaders or managers. It is also wonderful for those who work in an office environment.
Published on December 29, 2008 by J. Bashore
5.0 out of 5 stars Great product and service
This is an excellent book for the management or human resources professional who has to deal with problematic personalities on a regular basis. It is highly recommended!!
Published on July 5, 2008 by C. D. Beard
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