CIPD -

Handling Difficult People and Difficult Situations

Greg Whitear, Geoff Ribbens

This toolkit contains everything you need to train people to cope with difficult people and difficult situations at work. It contains the most useful training tools and proven techniques that can be tailored to a wide range of training needs such as customer service, combating stress in the workplace, communication skills, influencing skills, assertiveness, and interpersonal skills.

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