Originally written for use in the public sector, this book is equally applicable to other sectors and industries. Essentially a "course in a book" and based on our seminar of the same name, the workbook walks you through over 100 techniques and strategies to teach you how to deal more effectively with difficult, hostile and angry customers.

Unique in scope and style, this book was described by one amazon.com purchaser as the "bible for dealing with difficult customers.

You can learn how to alter the way you communicate to reduce the conflict you get involved. With conflict, it's all in the words.

No relationship is without fighting and arguing. What distinguishes relationships that work from those that don't is how the arguing is done. You can learn to fight fair, and actually reduce the negative effects of disagreement while reducing the chances of arguments in the future. Many of us haven't had a chance to learn fair fighting, and that brings us to our Learn To Fight Fair Helpcard, a fast way to learn what to do and not do -- and something you can share with others you tend to argue with; friends, family or co-workers.

Conflict need not be unpleasant or destructive. Our goal is to learn how to avoid unnecessary conflict, and to ensure conflict does not damage relationships. Then we can focus our constructive energy and time on dealing with conflicts that are important, and deal with them in effective ways.

This book focuses on prevention of conflict. While the tools and strategies can be used in the workplace, they can also be used to great benefit in your personal life.