For some, it’s gossipy coworkers, or brown-nosing, bullying, or just plain lazy ones. For others, it’s a boss who plays favorites or tries to micromanage everything or doesn’t trust anyone. While the personalities and particulars may differ, virtually everyone who has a job faces challenges with workplace relationships. Is there a secret to getting along with all kinds of irritating and off-putting people, for the sake of the entire organization and your own career success?
- A sought-out expert and author on workplace communication and conflict resolution, Renée Evenson, has developed a verbal collection that works to turn tense workforce situations into positive and productive interactions.
In her new book, Powerful Phrases for Dealing with Difficult People, Evenson provides over 325 ready-to-use words and phrases for working with challenging personalities.
She shares her arsenal of secrets for addressing interpersonal problems on the job head-on, before they get out of hand, and deploying simple phrases to resolve them.
- As the author demonstrates, by carefully choosing and effectively using the right words, anyone struggling with aggravating colleagues, employees, or supervisors can reach a win-win solution, while staying in control—and without saying something they might later regret.
With the help of sample workplace scenarios and specific dialogues, the book shows readers how to:
- Quickly identify the type of difficult personality they’re dealing with, guided by profiles of 30 problem people commonly found in the workplace—among them: a coworker who takes credit for your work; a coworker who’s an incessant e-mailer; a boss who gives you only negative feedback; and a boss who doesn’t know the job.
- Embrace and get comfortable with using powerful phrases to communicate understanding, apology, compromise, commitment, and reconciliation.
- Consider every conflict an opportunity and then move on to analyze the root cause, listen and ask questions for understanding, frame the problem, plan their response, and agree on a mutually satisfying solution.
- Back up their words with appropriate actions, including body language, tone of voice, facial expressions, and calming techniques, as well as attentiveness and honesty.
- Say and do the right thing to accept responsibility and reestablish the relationship when they, not the other person, are the cause of the problem.
In addition, Evenson provides clear, detailed explanations of:
- “Why This Works”
- “Why This Doesn’t Work"
- Plus, very specific and useful “Don’t Do This!” and “Do This!” advice
Evenson is a small-business consultant specializing in workplace communication and conflict resolution strategies. She is the author of several books, including Powerful Phrases for Effective Customer Service and Customer Service Training 101. She has a degree in organizational psychology and lives in Saint Simons Island, Georgia.