Book notes: Powerful Phrases for Dealing with Difficult People

Powerful Phrases for Dealing with Difficult People: Over 325 Ready-To-Use Words and Phrases For Working With Challenging Personalities by Renée Evenson
My rating: 2 of 5 stars

  • Starting phrases with “I” is less accusatory than “you”
  • Phrase of understanding – show that you realise that others might have another opinion
  • Phrase of apology – this shows you are taking responsibility to resolve the situation
  • Phrase of compromise – to show flexibility as compromise will be the best result
  • Phrase of resolution – to make sure that everyone agrees with the outcome to move on
  • Phrase of reconciliation – show that the relation and value that working together means
  1. Thing first – don’t just jump in
  2. Gain a better understanding – learn more about the situation of the other person
  3. Define the problem – this might not be what you expected it to be
  4. Offer your best solution – work towards an agreeable compromise solution
  5. Agree on resolution – getting agreement on the solution

Boss issues:

  • Abusive
  • Controlling
  • Egotistical
  • Incompetent
  • Inconsistent
  • Micromanaging
  • Noncommunicative
  • Passive
  • Reactive
  • Unethical

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