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

The title is misleading. It does contain "ready-to-use phrases", but I wouldn't say hundreds. The book's strong point is identifying many difficult situations and giving practical guidence for how to deliver your message successfully. There are two ways to apply the lessons learned from this work. Th......more

Some of us wind up in positions where dealing with folks who are upset or in otherwise difficult circumstances is unavoidable. This book offers a huge assortment of creative responses covering a wide range of issues. Over time, one can improve their communications skills greatly by referring to this......more

My low rating is mostly a reflection of the difference in work culture in the country where I work and the country where the author has worked. Perhaps, If I felt the same way about our standards of professionalism here, I would need as many tools. But, we don't. In corporate Australia, we are effic......more