A guide to improving people skills and handling rude, aggressive and irate people in the workplace with an emphasis on how to diffuse stressful situations professionally. Helps with all types of interactions: co-workers, managers, employees and customers. CONDITION – USED: Books sold are in GOOD or better condition. Good Condition: Minimal damage to the cover, dust jacket may not be included, minimal wear to binding, most of the pages undamaged(e.g., minimal creases or tears), highlighting / underlining acceptable on books as long as the text is readable and markings are not excessive, no missing pages. May be a former library book, with usual treatments(e.g., mylar covers, call stickers, stamps, card pockets, barcodes, or remainder marks). Extra components, such as CDs, DVDs, figurines, or access codes are not included. ISBN: 9781552979273 ISBN10: 155297927X Contributors: Cava, Roberta,