TY  - BOOK
AU  - Cava,Roberta
TI  - Dealing with difficult people: proven strategies for handling stressful situations and defusing tensions 
SN  - 9780749920517 (pbk.) :
AV  - HM132 
U1  - 302.34 21
PY  - 2000///
CY  - London
PB  - Piatkus
KW  - Interpersonal relations
KW  - Conflict management
N1  - Previous ed.: 1990; Includes bibliographical references (p. 216) and index
N2  - Many people have to deal with rude, irate, emotional, and aggressive people in the course of their lives. This text teaches the techniques which will improve the reader's communication skills and help to control anger and stress
ER  -