Part 1. What you need to know : Why address difficult people? -- Top seven imperatives of communicating with difficult people -- Part 2. Perfect phrases for communicating with difficult coworkers : Unfriendly coworkers -- Coworkers who withhold -- Petty and gossipy coworkers -- Argumentative People -- Loud and obnoxious coworkers -- Negative coworkers -- When that negative, angry, or difficult employee is you -- Part 3. Perfect phrases for communicating with difficult bosses : Bully bosses -- Unfocused and forgetful bosses -- Distant, weak, or hands-off bosses -- How to ask for an overdue promotion or raise -- Micromanagers -- How to correct your boss's mistakes -- How to get a letter of recommendation from a reluctant boss -- How to say good-bye to a problem boss--without burning bridges -- Part 4. Perfect phrases for communicating with difficult employees : Complainers -- How to address inappropriate behavior, dress, or hygiene -- Employees who spread rumors -- Lazy or lethargic employees -- Passive-aggressive employees -- Angry employees -- Stuck-in-the-box performers -- How to settle disputes between employees -- How to motivate employees who resist change -- Part 5. Perfect phrases for communicating with difficult customers : Angry customers -- Antsy and anxious customers -- How to help customers adapt to changes -- How to resolve billing problems with customers -- How to manage demanding customers -- Part 6. Perfect phrases for communicating with difficult vendors and employees from other departments : How to control a coworker from another department in a meeting with customers -- Difficult contractors -- Difficult vendors and suppliers -- How to negotiating finances with difficult vendors and contractors -- Disruptive participants in presentations.