Perfect Phrases for Dealing with Difficult People
Ready-to-Use Phrases for Handling Conflict, Confrontation, and Challenging Personalities

ISBN: 0-07-149304-2
2007, 226 pages
Author(s): Susan Benjamin
Product Format: Book
Item #: R3042
Members: USD $9.95
Non-Members: USD $14.95
In Stock

Community association managers and board members are all too familiar with how difficult some people can be. Committee members, homeowners, residents, vendors, coworkers all can be cranky, annoying, irrational, emotional, unreasonable, and negative at times. How do you deal effectively and successfully with such people?

This all-purpose reference of ready-to-use phrases will help you find just the right words for every situation, including:
  • Turning explosive situations into mutually rewarding ones
  • Handling angry residents and demanding homeowners
  • Motivating unproductive committees and irresponsible vendors
  • Deflecting gossip, rumors, negativism, and anger
  • Dealing with complainers, micromanagers, bullies, and disruptors
  • Managing demanding, lazy, argumentative, forgetful, and obnoxious clients, coworkers, and board members

Packed with hundreds of handy phrases, this guide can be a real lifesaver-on the job, at meetings, anywhere. Make dealing difficult people easier when you have Perfect Phrases.


  1. What You Need to Know
  2. Communicating with Difficult Coworkers
  3. Communicating with Difficult Bosses
  4. Communicating with Difficult Employees
  5. Communicating with Difficult Customers
  6. Communicating with Difficult Employees from Other Departments

About the Author

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