POWERFUL PHRASES FOR DEALING WITH DIFFICULT PEOPLE: OVER 325 READY-TO-USE WORDS AND PHRASES FOR WORKING WITH CHALLENGING PERSONALITIES

Book ID/图书代码： 00431018C00014

English Summary/英文概要： Incompetent, lazy, spotlight-hogging, whiny, backstabbing, avoidant-there’s no end to the personality challenges that impede workplace relationships. But interacting effectively with employees, colleagues, and bosses is essential for success. With Powerful Phrases for Dealing with Difficult People, anyone can confront problems head-on, before they fester and spread. Practical and easy to use, the book helps you identify button-pushing situations and deploy simple phrases to regain control and resolve conflicts-no matter who you’re dealing with. Helpful features include: * Thirty common personality traits, behaviors, and workplace scenarios along with the phrases that work best with each * Nonverbal communication skills to back up your words * Sample dialogues that demonstrate how phrasing improves interactions * A five-step process for moving from conflict to resolution * "Why This Works" sections that provide detailed explanations Like it or not, the bulk of our waking hours are spent with people at work. This book’s pithy, powerful communication tips will make those hours far more harmonious and productive.

Chinese Summary/中文概要： 无能、懒惰、抢风头、爱发牢骚、暗箭伤人、逃避现实……阻碍职场关系的人格挑战永无止境。但是，与员工、同事和老板进行有效的互动对成功至关重要。有了与难相处的人打交道的有力短语，所有人都可以在问题恶化和蔓延之前直面问题。这本书实用且易于使用，可以帮助你识别情况，并使用简单的短语来重新控制和解决冲突，无论你与谁打交道。有用的特征包括：30种常见的性格特征、行为，和工作场所场景，以及最适合每个场景的短语；非语言沟通技能来支持你的话语；措辞如何改善互动的示例对话；从冲突到解决的五步过程；“为什么这是有效的”提供了详细的解释。不管我们喜欢与否，我们醒着的大部分时间都花在了工作中。这本简洁有力的沟通技巧指南将使工作更加和谐高效。（ZY)

Awards/获奖情况：“她（作者）的书为读者提供了很好的技巧，可以通过特定的语言和非语言交流，结合五步冲突解决公式来处理困难的性格。”——《零售洞察》

“这能促进工作场所的和谐，不值得一试吗？你是不是宁愿休战也不愿麻烦？如果这些问题的答案是肯定的，那就读这本书吧。”——《休斯顿风格杂志》

"Her [the author’s] book offers readers great tips for handling difficult personalities using specific verbal and nonverbal communication in combination with a five-step conflict-resolution formula." --Retailing Insight

"Isn’t workplace harmony worth a try? Wouldn’t you rather have truce than trouble? If the answer to those questions is affirmative, then grab this book." --Houston Style Magazine

About the Author/作者介绍： 我的热情是写关于三个C：沟通（communication）、冲突解决（conflict resolution）和客户服务（customer service）。无论你是谁，我的目标都是通过成为一名有效的沟通者，学习如何有效地处理冲突，并提供卓越的客户服务，帮助你做到最好。

如果你是一线员工，我的书会告诉你如何与客户互动，即使是那些最难以取悦的客户也可以做到。如果你是一名经理，我的书会告诉你如何卓越地领导员工。我所有书的精髓都是向你展示如何提高你的技能。

在成为全职作家之前，我是BellSouth Telecommunications的小企业客户营销经理。无论我戴着（或曾经戴过）哪顶帽子，我都喜欢帮助别人，无论是通过写作、咨询还是协调项目帮助他人。我的哲学思想是：无论你的职业是什么，如果你专注于你觉得最有成就感的工作，你会在做事情时获得乐趣。每一份工作都有起起伏伏，如果你关注积极的一面，就更容易超越消极的一面。

My passion is writing about the 3 Cs: Communication, Conflict Resolution, and Customer Service. No matter your role, my goal is to help you be the best you can be by being an effective communicator, by learning how to effectively handle conflict, and by providing exceptional customer service.

If you are a frontline employee, my books show you how to interact with your customers, even those who are difficult to please. If you are a manager, my books show you how to lead exceptionally. The essence of all of my books is to show you how to improve and enhance your skills.

Prior to becoming a full time writer, I was a marketing manager for small business accounts at BellSouth Telecommunications. No matter which hat I’m wearing (or have worn) I enjoy helping others, whether it be through my writing, consulting, or coordinating projects. My philosophy is that whatever your career, if you focus on the aspects of your job that you find most fulfilling, you will gain enjoyment in whatever you do. Every job has its ups and downs and if you focus on the positives it’s easier to move beyond the negatives.

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：

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