Description: Difficult personalities at work are unavoidable. But the problems that can result from them are not.
Brief description: REN'E 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.
Review Quotes: "Her [the author's] book offers readers great tips for handling difficult personalities using specific verbal and nonverbal communication in combination with a five-step conflict-resolution formula." --Retailing Insight