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Dealing With Difficult People: How to Deal With Nasty Customers, Demanding Bosses and Annoying Co-Workers

Author's Comment: "How do I know that the techniques outlined in this book really work? Because more than 45,000 participants worldwide have attended my seminar and have given their input. Many took the time to write to me with examples of how they dealt with particularly difficult situations. These contributions are scattered throughout the book. I endorse every technique described here and use them regularly. Not only do I handle difficult situations better, but I've gained control of my reactions to negative situations. So can you!"

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