Upset Citizens & Customers: How to Deal With the Angry, Difficult Demanding Public

Rating:
Summary: Highly Practical How-To Book to Deal with Problem People
Review: This book is is a highly practical and useful book for people trying to gain the upper hand and deal more successfully with difficult and miserable people, customers, family, etc.

Not only does the author provide an understanding of why people behave as they do, he provides lists of behaviors that will help and lists of behaviors that one should avoid if one wants to be effective in handling complaints, problems, etc.

There are even photos in the book that interpret body language! Another nice feature are the boxed summaries and bulleted points.

Best of all, I'm using the tips offered in the book successfully!