Individual and organisational performance depends on smooth relationships with internal and external customers, and the ability of individuals and teams to cope with the difficult and stressful situations that inevitably arise. At the same time, the drive for efficiency and profit makes this more difficult; workers are asked to do more with fewer resources, and to satisfy the ever-increasing expectations of bosses, customers, colleagues and suppliers. To meet this challenge, this toolkit contains everything you need to train people to cope with difficult people and difficult situations at work. It contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, leadership and management skills, and interpersonal skills.The toolkit includes mini psychometric tests, questionnaires, tools, examples, templates and tips for every aspect of handling difficult people and difficult situations, including coping strategies for dealing with difficulties arising from situations such as appraisal, discipline and grievance procedures, change, staff cuts, and poor performance. The content is structured in a way that makes it easy to dip in and out which, along with the customisable tools, enables you to tailor to an organisation specific training needs. This toolkit is ideal for trainers and learning professionals, as well as HR professionals and coaches. Individuals can also work through it themselves.

Whether you are finding your way as a manager or you want to enhance the skills you already have, the Instant Manager series is exactly what you need Written by leading experts, they are inexpensive, concise but above all authoritative guides to the subject at hand. The portable format allows you to carry the book easily to fit learning and development into your busy work life. Based on the 10 most FAQs, each chapter ends with a quick tip that can be taken on board immediately. A handy tear out card covering the most salient points allows you to carry the expertise with you wherever you go. 'Body Language' includes coverage of the following, specifically tailored to give managers an understanding of Body Language can help them at work: what body language is and why it is important in management, how it can help in understanding office politics, improving presentation, interview and appraisal skills. Two particularly fascinating chapters cover body language within the contexts of the office social life and the topical subject of security. Backed by the authority of the Chartered Management Institute, this is an essential addition to the manager's library.