Powerful Phrases for Dealing with Difficult People

Powerful Phrases for Dealing with Difficult People (2013) provides practical tactics for navigating tough conversations at work. Along with over 325 phrases, it includes dozens of sample conversations that show the phrases in action.

• Anyone dealing with difficult coworkers or bosses
• Employees looking for practical guidance on how to talk to colleagues
• People interested in conflict management

Renée Evenson has a degree in organizational psychology and a passion for communication and conflict management. She has worked in customer service management for over three decades and has written numerous books on communication in customer service, including Customer Service Training 101 and Customer Service Management Training 101.