Perfect Phrases for Dealing with Difficult People: Author: Susan F. Benjamin Publisher: McGraw-Hill Education; 1 edition (September 6, 2007) Paperback: 240 pages ISBN-10: 0071493042 ISBN-13: 978-0071493048

Book Description
Perfect Phrases for the Right Situation.  Whether it's hiring employees or creating teams, the Perfect Phrases series has the tools for precise, effective communication in any situation. This book is geared towards dealing with difficult people in the workplace - coworkers, bosses and employees.  You'll find just the right words for every situation, including:

• Dealing with brutal bosses and confrontational coworkers
• Turning explosive situations into mutually rewarding ones
• Handling angry customers and demanding clients
• Motivating unproductive workers and irresponsible vendors

In my opinion, the premise is the same as dealing with a spouse, loved one, friend, etc.  It uses validating statements and offers alternative phrases rather than the knee jerk responses that so many of us have.

About the Author
Susan F. Benjamin is a communications consultant and the author of 5 books, including Words at Work. Her articles on language-related issues have appeared in USA Today, Philadelphia Inquirer, and New York Daily News.