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Cover Page
Title Page
Dedication
Table of Contents
Introduction
CHAPTER ONE Understanding Yourself and Others
CHAPTER TWO Styles of Behaviour
CHAPTER THREE Types of Problem People
CHAPTER FOUR Handling Conflict
CHAPTER FIVE Communicating Effectively
CHAPTER SIX Saying No
CHAPTER SEVEN Dealing with Complaints
CHAPTER EIGHT Coping with Authority
CHAPTER NINE Being in Authority
CHAPTER TEN Step-by-Step Guide to Dealing with Difficult People
Further Reading and Resources
Index
About the Author
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Copyright
About the Publisher
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