The key to a harmonious work environment is not by working among people with similar personalities whom you never clash with. Instead, learning to interact effectively with difficult coworkers is essential for success.

Most of us are going to work today with individuals who at times come across as incompetent, lazy, spotlight-hugging, whiny, or backstabbing. Then, tomorrow we go to work with them again and again. Like it or not, the bulk of our waking hours are spent with people at work–people who can grate on our nerves.

Communications expert Renee Evenson thoroughly explains how anyone can learn how to confront head-on the difficult situations that can arise when dealing with these personalities, before they fester and spread.

In Powerful Phrases for Dealing with Difficult People, Evenson shares practical and easy-to-use tactics such as:

• 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

Button-pushing situations are going to come up today at work–and tomorrow too. Don’t let them rent space inside of you and turning everything to mold. Instead, choose to deploy simple phrases to regain control and resolve conflicts.

When you do, you, your colleagues, and your company will be all the better for it!

Dealing with customers isn’t easy, they aren’t always right or even pleasant. Business author Renee Evenson ensures you’ll always have the right words to defuse tense interactions.

Practical and insightful, this book ensures you’ll never again be at a loss for what to say to customers.

In Powerful Phrases for Effective Customer Service, she covers 30 challenging customer behaviors and 20 common employee-caused negative encounters to teach you:

• how to assess circumstances,
• choose one of many appropriate responses,
• and confidently and consistently deliver customer satisfaction.

Helpful sample scenarios and tangible instructions bring the phrases to life, while detailed explanations bolster your confidence so that you’ll have the right words as tools at your disposal and the skills to deliver those words effectively.

By incorporating language that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation, you’ll not only be capable of overcoming obstacles–you’ll strengthen all facets of your customer service.