Dealing with difficult customers, colleagues, uncooperative staff,
a manipulative boss - or an irritating neighbour - is a challenge
many people face on a day-to-day basis. People in business are now
under extreme pressure to make things happen, get more sales and
turn a profit. This constant pressure or fear can make people
difficult to deal with. This book shows you how to identify and
understand awkward and challenging behaviours and how to manage
them. It shows you how to: *Defuse and deal with difficult
customers, both on the phone and face to face *Manage problems with
colleagues in the workplace *Handle difficult day-to-day
interactions with any of the people we come into contact with at
work *Identify and manage behaviours which can turn a person into a
'problem' *Improve necessary listening and communication skills
*Use the 6 step Programs of Behaviour to build better relationships
*Increase self-confidence and develop rapport building skills *Use
the 6 step Strategies for Success to produce effective outcomes.
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