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Index
Cover Page
Perfect Phrases for Dealing with Difficult People
Copyright Page
Contents
Acknowledgments
Part One: What You Need to Know
Why Address Difficult People
Top Seven Imperatives of Communicating with Difficult People
Part Two: Perfect Phrases for Communicating with Difficult Coworkers
Unfriendly Coworkers
Coworkers Who Withhold
Petty and Gossipy Coworkers
Argumentative People
Loud and Obnoxious Coworkers
Negative Coworkers
When That Negative, Angry, or Difficult Employee Is You
Part Three: Perfect Phrases for Communicating with Difficult Bosses
Bully Bosses
Unfocused and Forgetful Bosses
Distant, Weak, or Hands-Off Bosses
How to Ask for an Overdo Promotion or Raise
Micromanagers
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
Complainers
How to Address Inappropriate Behavior, Dress, or Hygiene
Employees Who Spread Rumors
Lazy or Lethargic Employees
Passive-Aggressive Employees
Angry Employees
Stuck-in-the-Box Performers
How to Settle Disputes Between Employees
How to Motivate Employees Who Resist Change
Part Five: Perfect Phrases for Communicating with Difficult Customers
Angry Customers
Antsy and Anxious 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 Contractors
Difficult Vendors and Suppliers
How to Negotiate Finances with Difficult Vendors and Contractors
Disruptive Participants in Presentations
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