Top : Difficult People : Page 2: Difficult people make difficult customers. Learn about what makes difficult people tick, and methods to deal with them.

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Techniques for dealing with difficult people - by John Baker
Short. During this period of difficult economic times, emotions run high when dealing with sensitive issues. Below are nine points to consider when dealing with people about these issues. These points are routinely used by mediators during financial mediation sessions. (Added: 28-May-2003 Hits: 1941 )

Your Nightmare Customer - by Martien Eerhart
The author has grouped difficult customers into four different categories. Learn the differences between each diffcult customer type and how to deal effectively with each. Also you can learn what strategies to avoid when dealing with a difficult customer. (Added: 28-Mar-2006 Hits: 1170 )

Dealing With A Difficult Colleague - by Robert Bacal
Most people use the term personality conflict to describe this situation. I don't like that term because it implies that the problem is largely unfixable since it is unlikely that either you or the other person is going to change their personalities. To get anything constructive out of this you are going to have to get down to specific behaviours, not personalities. (Added: 17-Oct-2000 Hits: 1025 )

Quietly Surly - Managing The Disgruntled Employee - by na
There seems to be one in every workplace, the surly and disgruntled employee. Learn some methods and actions you can take to manage the difficult and surly staff member. (Added: 1-Jun-2004 Hits: 790 )

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Suggested Books (2): There are some excellent books you can use to increase your ability to deal with difficult people. Here are our recommendations.

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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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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.