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Listen to Roy Lilley read his daily NHSManagers.net e-Letter. Roy Lilley is a health policy analyst, writer, broadcaster and commentator on the National Health Service and social issues. Subscribe to Roy's e-Letter here: https://tinyurl.com/2p84t9ya

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create. Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.