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Synopsis

Nasty Customers? Boss on the Rampage? Uncooperative Colleagues? Upset Secretary?
This international best-seller will help you deal with them.
At one time or another, everyone has to deal with irate, rude, impatient emotional or aggressive people in the workplace. This is the book for learning how to handle these stressful situations and how to defuse tensions calmly and with professionalism.
This book outlines useful techniques that will help anyone, especially front-line staff, "keep cool under fire" in a wide variety of situations including:
Upset, angry, rude, abusive customers
Difficult co-workers
Whiners, complainers and bellyachers
Annoying subordinates
Demanding bosses
Abusive language or behaviour
Sarcasm, "the Silent Treatment," gossip and tantrums

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