11 of 13 people found the following review helpful
Perfect Phrases for Dealing with Difficult People:,
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This review is from: Perfect Phrases for Dealing with Difficult People: Hundreds of Ready-to-Use Phrases for Handling Conflict, Confrontations and Challenging Personalities (Perfect Phrases) (Paperback)
Very practical book, easy to read. I have used some of the phrases at work, which given me the confidence that I can deal with tricky personalities.