Part One: What You Need to Know
Top Seven Imperatives of Communicating with Difficult People
Part Two: Perfect Phrases for Communicating with Difficult Coworkers
When That Negative, Angry, or Difficult Employee Is You
Part Three: Perfect Phrases for Communicating with Difficult Bosses
Unfocused and Forgetful Bosses
Distant, Weak, or Hands-Off Bosses
How to Ask for an Overdo Promotion or Raise
How to Correct Your Boss’s Mistakes
How to Get a Letter of Recommendation from a Reluctant Boss
How to Say Good-bye to a Problem Boss—Without Burning Bridges
Part Four: Perfect Phrases for Communicating with Difficult Employees
How to Address Inappropriate Behavior, Dress, or Hygiene
How to Settle Disputes Between Employees
How to Motivate Employees Who Resist Change
Part Five: Perfect Phrases for Communicating with Difficult Customers
How to Help Customers Adapt to Changes
How to Resolve Billing Problems with Customers
How to Manage Demanding Customers
Part Six: Perfect Phrasesfor Communicating with Difficult Vendors and Employees from Other Departments
How to Control a Coworker from Another Department in a Meeting with Customers
Difficult Vendors and Suppliers
How to Negotiate Finances with Difficult Vendors and Contractors