Evenson - Powerful phrases for dealing with difficult people over 325 ready-to-use words and phrases for working with challenging personalities

Rene Evenson is a small business consultant and writer specializing in organizational psychology in the workplacethe roles defining customers, employees, and management and the relationships among them. During her fifteen-year management career at BellSouth Telecommunications, her responsibilities included customer service for the small business market; sales and marketing staff management; staff training and development; training material development; team leadership development; and strategic planning.

After leaving BellSouth, Rene translated her expertise and experience into a writing career. She is the author of Customer Service 101: Basic Lessons to Be Your Best, Customer Service 201: Managing Your People to Be Their Best, Customer Service Training (2nd edition), Award-Winning Customer Service, Customer Service Training 101, and Powerful Phrases for Effective Customer Service.

Rene has written numerous magazine articles on customer, employee, and management relations, and she has been interviewed and featured in several print and radio media. Rene has lived in Chicago, Florida, and New Jersey, but she and her family now enjoy life on Saint Simons Island, Georgia.

AMACOM bestsellers you might have missed:

Just Listen by Mark Goulston 978-0-8144-1404-0

It's a measure of how contentious work relationships can get that the author, a psychiatrist, draws on hostage-negotiation techniques to instruct readers on how to deal with defiant executives, angry employees or self-destructing management teams.Mission accomplished.

Time Magazine

A primer on dealing with hard-to-reach people in virtually every scenariodefiant executives, angry employees, families in turmoil, warring couplesthrough use of well-honed psychological techniques. Illustrative snippets from counseling sessions reveal martial-arts like techniques: potent on their own, but even more powerful when you combine them. Chapter summaries feature action steps preparing readers to encounter similar scenarios, yielding a guide that is as entertaining as it is useful.

People Styles at WorkAnd Beyond
by Robert Bolton and Dorothy Grover Bolton 978-0-8144-1343-2

The first edition of this book was a brilliant and original contribution to our understanding of human behavior. [This] new edition further deepens our understanding of the fundamentals of human relationships. Before your next important meeting with someone whose style is different from your ownand that would be most everyoneI strongly recommend you read, and put to use, this book.

Jim Kouzes, coauthor of the bestselling The Leadership Challenge

The 11 Laws of Likability by Michelle Tillis Lederman 978-0-8144-1638-9

Read the essential and timeless wisdom-filled book. Liking others, and having them also like you, transforms business into pleasurable personal relationships that benefit everyone.

Blog Business World

For more information on these and other AMACOM titles, please visit:
www.amacombooks.org.

American Management Association

DEVELOPMENT SUPPORT SOLUTIONS

www.amanet.org

T rying to get along with coworkers and bosses can be difficult at best. However, since you probably spend more of your waking hours at work than you do at home, it makes good business sense to get along with everyone. But when you're forced to interact all day with people who, let's face it, may not be people you'd choose to be with, they can test your mettle, tick you off, and sour your attitude.

The bottom line is that no matter how well you get along with people, you aren't going to get along with everyone all the time. Whenever people spend a lot of time together, conflicts are going to arise. But, in work situations, the conflicts can be particularly tough to handle. It's hard to maintain your composure and self-control when a coworker's done something that's irritated you, but that's just what you need to do.