Suitable for anyone who has to deal with difficult colleagues or the public. It will help you to enjoy difficult people: unlock them, influence them and improve their performance.Moaners, fault finders, manipulators - these are just a few examples of the difficult people we put up with at work. However by understanding their motives and individual behaviours you can learn to manage aggression, avoid awkward situations and keep your cool. In this second edition of the best-selling Dealing with Difficult People