Publisher's Synopsis
Managers are constantly having to deal with awkward situations, such as resolving an employee complaint, dealing with an awkward customer, dealing wit the annual wage round or making top management listen to an issue. This text aims to provide managers with the tools to develop quick and confident responses to difficult situations for a successful outcome. It offers ready-made solutions to difficult situations, demonstrates good and bad practice, and provides a range of examples based on real-life situations.;It is designed for managers who need a ready-made source of solutions to difficult situations in which they are likey to find themselves.
