Roy Lilley: Dealing With Difficult People
Скачать книгу (размер 809 Kb , формат fb2, страниц 160) Аннотация: Looks at individual behaviour, what drives it and how to cope with it. This title covers different angles including: recognizing the seven types of difficult person, what conflict is and how to handle it, handling aggressive people, motivating lazy colleagues, and dealing with difficult customers and handling complaints.