Roberta Cava
Macmillan
As the title suggests, this book outlines useful techniques that will help anyone, especially front-line staff, ‘keep cool under fire’ in wide variety of situations – including dealing with difficult clients.
The author, Cava, is manage-ment trainer based in Australia, and this easy to read book is based on her most popular seminar, Dealing with Difficult People, which has been presented to more than 45,000 people worldwide.
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