Dealing with difficult people - Roberta Cava

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BeesBobBooks50

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South Africa

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Do you ever have to deal with irate, rude, impatient, emotional, persistent or aggressive people on the telephone or in person? Do you finish each day stressed and anxious because of the difficult people you have had to deal with? Businesses especially those offering services are learning the importance of having employees who are capable of handling all types of people and situations. If you are representing your company, the ability to stay calm under pressure and reduce any tension can lead to better assignments, promotion and more managerial responsibility. In Dealing with Difficult People Roberta Cava gives valuable insights into human behaviour - your own as well as that of others and outlines techniques which will improve your communication skills and help you to control your anger and stress levels. She gives specific advice on how to deal successfully with all types of personality, whether they are clients and customers, bosses, employees or colleagues. The very fact that you know that there are techniques you can use to defuse awkward situations will boost your confidence and increase your enthusiasm for the job. Dealing with Difficult People is packed with practical advice and strategies which have been used successfully by the thousands of people who have attended Roberta Cava's 'Dealing with Difficult People' seminars. This book is essential reading for everybody who has to deal with the public.

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