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Do you get on with everyone at work? Do you understand your colleagues? Do you often have to deal with conflict and problematic situations? Dealing with Difficult People looks at individual behaviour, what drives it and how to cope with it. Roy Lilley covers every angle including: what conflict is and how to handle it coping with aggressive people motivating lazy colleagues dealing with difficult customers handling complaints Packed with tips, hints and warnings of potential hazards, this book will help you to avoid the bad times, horrible situations and awkward issues and keep your cool. About the Author Roy Lilley  is a writer, commentator and full-time international conference speaker on health, management and social issues. As a frequent broadcaster he contributes to the BBC’s Today programme and Newsnight amongst others, and also writes regularly for The Guardian, the Daily Telegraph and other newspapers.