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Description:
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Dealing with difficult customers, colleagues, uncooperative staff, a manipulative boss – or an irritating neighbour – is a challenge many people face on a day-to-day basis. People in business are now under extreme pressure to make things happpen, get more sales and turn a profit. This constant pressure or fear can make people difficult to deal with.
This book shows you how identify and understand awkward and challenging behaviours and how to manage them.
It shows you how to:
Defuse and deal with difficult customers, both on the phone and face to face
Manage problems with colleagues in the workplace
Handle difficult day-to-day interactions with any of the people we come into contact with at work
Identify and manage behaviours which can turn a person into a 'problem'
Improve necessary listening and communication skills
Use the 6 Programs of Behaviour to build better relationships
Increase self confidence and develop rapport building skills
Use proven Strategies for Success to produce effective outcomes.
About the Author
Alan Fairweather is a motivation expert who has groomed thousands of professionals to become top performers in their respective organisations. In his fifteen years of successful career, Fairweather has worked as Manager in sales and customer service. He has remained equally successful in his ways of handling different people in different situations. Prudence in tackling trickly situations and tactful management ofrude, impatient and aggressive persons at work is what he has taught many people through his lectures and writings. He conducts workshops and seminars on ways of dealing with challenging behaviour at work so that one learns to come out with increased confidence and improved skills.
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