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Articles:
Coping With Difficult People - by Robert BramsonProbably 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: 1169 )
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: 1153 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Amazon Reviews Verified By Amazon
Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.