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Dealing with difficult people – from awkward customers at work to irritating neighbours at home – is a challenge many people face on a day-to-day basis. This book will show you how to:

– Defuse and deal with difficult customers, both on the phone and face to face;

– Manage problems with colleagues in the workplace, including a manipulative boss;

– Handle difficult day-to-day interactions with any people we come into contact anywhere;

– Identify and manage behaviours which can turn a person into a ‘problem’;Improve necessary listening and communication skills;

– Increase self confidence and develop rapport building skills.

This book contains some proven techniques for managing yourself as well as managing difficult people. If you gain a better understanding of yourself, build your confidence and use these techniques, then you’ll make your life a whole lot easier.