BOOKS: Three of a kind - Awkward customers

BOOKS: Three of a kind - Awkward customers - Successfully dealing with difficult people; Brian Salter and Naomi Langford-Wood; Hodder & Stoughton; pounds 6.99

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Last Updated: 31 Aug 2010

Successfully dealing with difficult people; Brian Salter and Naomi Langford-Wood; Hodder & Stoughton; pounds 6.99

With a strong focus on self-awareness and empathy, this book suggests we change our own reactions to others. It deals with three main approaches: passive, aggressive and assertive. It provides a thorough, accessible overview. ***

Difficult People; Ros Jay; Prentice Hall; pounds 7.99

This modern offering from the Fast Thinking series adopts an up-front approach. It is conversational and punchy, but it dismisses any understanding of where others are coming from. **

The Problem Behaviour Pocketbook; Angelena Boden; Management Pocketbooks; pounds 6.99

An informative little book listing nine different behaviours. Comprehensive and encouraging, despite the question: 'Don't you run to the loo when you've had an argument or have to face a difficult boss?' Er, no, actually. Otherwise helpful. **

*** best of its kind

** could be useful

* of minor interest

none: avoid.

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