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New For 2007 - The Leadership Development Resource Center brought to you by the same people that put together the Customer Service Zone

Communication is a KEY element of customer service and dealing with difficult customers.
Make sure to visit our new Communication Resource Center to help hone your communication skills.

Top : Difficult People : Suggested Books: There are some excellent books you can use to increase your ability to deal with difficult people. Here are our recommendations.

Articles:

Complete Idiot's Guide to Dealing with Difficult Employees - by Robert Bacal
Written more for a manager or supervisor audience, it's still good for everyone, and focuses on workplace problems. Written by this site's owner. Here's a reader comment: "Excellent practical advice on how to recognize and manage unsatisfactory behavior and difficult employees, to include when to pick your battles. This is the first resource that has addressed how to know you are in a no-win situation and what other measures can be taken." (Added: 28-May-2003 Hits: 343 )

Coping With Difficult People - by Robert Bramson
Probably the most popular book on the subject, it's not rocket-science but it's priced well, and it's worth reading.Based on many years of research and observation, Dr. Robert Bramson identifies the seven personality types that victimize the people around them and offers six basic steps to coping with each one. Proves that difficult people may be unavoidable but not unmanageable (Added: 28-May-2003 Hits: 412 )


Pages Updated On: 28-Jan-2008 - 18:26:07





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| Phone: (613) 764-0241 | Email: ceo@work911.com |
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