Dealing with difficult customers, colleagues, uncooperative staff, a manipulative boss - or an irritating neighbour - is a challenge many people face on a day-to-day basis. People in business are now under extreme pressure to make things happen, get more sales and turn a profit. This constant pressure or fear can make people difficult to deal with.This book shows you how to identify and understand awkward and challenging behaviours and how to manage them.It shows you how to:Defuse and deal with difficult customers, both on the phone and face to faceManage problems with colleagues in the workplaceHandle difficult day-to-day interactions with any of the people we come into contact with at workIdentify and manage behaviours which can turn a person into a 'problem'Improve necessary listening and communication skillsUse the 6 Programs of Behaviour to build better relationshipsIncrease self-confidence and develop rapport building skillsUse proven Strategies for Success to produce effective outcomes.