By Naomi Langford-Wood and Brian Salter

Learning what makes difficult people behave in the way they do is the first step in being able to reduce your stress levels and to operate more successfully as a team. This is a step-by-step guide to encourage managers to look for the warning signs and to analyze what it is that makes others tick.

The authors explain the importance of understanding yourself, recognizing different styles of behaviour and coping with different problem people. They also suggest ways of managing conflict situations and developing better communications skills and body language. All this should develop a capacity to say ‘no’ and deal with difficult clients, once you feel that you’re in control.

The book has been endorsed by the Chartered Management Institute.

Published by Hodder Education ISBN: 9780340849651. 6.99 pounds.