At one time or another, everyone has to deal with irate, rude, impatient or aggressive people in the workplace. "Dealing With Difficult People" is the book for learning how to handle stressful situations, and how to defuse tensions calmly and professionally.
The book outlines useful techniques that will help anyone, especially front-line staff, 'keep cool under fire' in a wide variety of situations including
Angry Customers;
Annoying Subordinates, Co-workers and Bosses;
Sarcasm and the Silent Treatment;
Abusive Language or Behaviour
"Dealing With Difficult People" is essential reading for anyone in business.
