Автор:Roy Lilley Год: 2006 Издание: [не указанo] Страниц: 150 ISBN: 0749447516 Working with difficult people is always a challenge, but it's possible to defuse tense situations through an understanding of aggressive behavior. Roy Lilley provides practical ways to recognize the different types of difficult people, resolve disputes and handle complaints. This easy-to-follow book is essential for managers looking to improve performance, sales people looking to win more business and anyone who works with the difficult colleagues or the public.
