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This guide is designed to help the reader understand and handle over-aggressive, negative, ineffectual or generally disagreeable people who seem to enjoy making a person's life difficult. The book offers advice on recognizing and out-maeuvring the smoothest talkers, sharpest tongues and biggest fault-finders. It contains workable suggestions for confronting the verbal bully, coping with criticism, negotiating and compromising, or taking on a position of authority so that one gets the most from subordinates. The book teaches the reader to: understand the three main personality types - aggressive, submissive and assertive; handle potential conflict situations; communicate effectively; learning to say ; deal with complaints; motivate others and building a sense of teamwork; and reduce stress levels. Ursula Markham is the author of Hypthink .
Ursula Markham has many year's experience in training and staff counselling. She is the author of Managing Conflict and other successful books.