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It shows you how to: *Defuse and deal with difficult customers, both on the phone and face to face *Manage problems with colleagues in the workplace *Handle difficult day-to-day interactions with any of the people we come into contact with at work *Identify and manage behaviours which can turn a person into a 'problem' *Improve necessary listening and communication skills *Use the 6 step Programs of Behaviour to build better relationships *Increase self-confidence and develop rapport building skills *Use the 6 step Strategies for Success to produce effective outcomes.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49580526174481,"sku":"GOR006285016","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ WELL_READ \/ INTERNAL","offer_id":49660173156625,"sku":"GOR013732774","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ LIKE_NEW \/ INTERNAL","offer_id":50475234984209,"sku":"GOR013964912","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":50525892542737,"sku":"GOR006909476","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":52390543819025,"sku":"CIN1845283910VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":52419331817745,"sku":"CIN1845283910G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1845283910.jpg?v=1751027660"},{"product_id":"how-to-manage-difficult-people-book-alan-fairweather-9780716023982","title":"How to Manage Difficult People","description":"This book shows you how to identify and understand awkward and challenging behaviours in others, and how to manage them.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49614478508305,"sku":"GOR007852439","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49914107461905,"sku":"GOR009390118","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ NEW \/ INGRAM","offer_id":51233145717009,"sku":"NIN9780716023982","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ LIKE_NEW \/ INTERNAL","offer_id":51395015770385,"sku":"GOR014254734","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ NEW \/ INGRAM","offer_id":52330979131665,"sku":"NLS9780716023982","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0716023989.jpg?v=1751393732"},{"product_id":"how-to-make-sales-when-you-don-t-like-selling-book-alan-fairweather-9781845284794","title":"How To Make Sales When You Don't Like Selling","description":"What you really need to succeed in business is customers. Everybody in your  business needs to be constantly looking for them, because you'll always lose  some through no fault of your own. But few people are naturally comfortable with  selling - and not everyone has been trained to do so. This clear, memorable and  easy to understand book contains practical information on how to do it right -  and how to do it better if you are already doing it. It will show you how to: -  DEVELOP YOUR SALES SKILLS FROM SCRATCH - MAKE CUSTOMERS COME TO YOU - MAKE A  COLD CALL AND GET AN APPOINTMENT - MOTIVATE CUSTOMERS TO BUY USING 4 SIMPLE  SALES STEPS - DEVELOP RELATED NETWORKING AND REFERRAL SKILLS    Contents: Preface; 1. Keeping It Simple; 2. Getting into the  Mindset; 3. Motivating People to Buy; 4. How to Sell Yourself; 5. Using the  Proactive Approach; 6. Four Simple Sales Steps; 7. How to Deal with Resistence;  Index, About the author.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49637693948177,"sku":"GOR005880399","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1845284798.jpg?v=1751217440"},{"product_id":"how-to-be-a-motivational-manager-book-alan-fairweather-9781845282257","title":"How To Be A Motivational Manager","description":"This book is a down-to-earth guide for managers and team leaders. It reveals how to motivate your team, get results and do it in the easiest, least stressful way possible. It's written by Alan Fairweather who did the job of a middle manager - and did it effectively - for fifteen years. He now helps others do it on a daily basis through his seminars and workshops. Alan knows the real challenges that managers and team leaders face every day with their people. He's used the \"3 Secrets of Motivation\" described in this book. They worked for him and they'll work for you. You'll discover how to: pick the right people and communicate what's expected of them; reduce absence from work, reduce staff turnover and the time spent on resolving staff issues; deal with difficult team members; and, develop a highly motivated team who increase customer satisfaction, boost sales and make a positive contribution to the business. Contents: 1. Tough enough to care; 2. The Five Factors of Success; 3. Pick the right people; 4. Spend some quality time; 5. Two Types of feedback;6. Be a believer; 7. Power listing; 8. Problems can be a problem;9. Give them what they want; Index.","brand":"WoB","offers":[{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":49651843301649,"sku":"GOR003990833","price":0.0,"currency_code":"GBP","in_stock":true},{"title":"GB \/ GOOD \/ INTERNAL","offer_id":49795146613009,"sku":"GOR005393223","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1845282256.jpg?v=1751442136"},{"product_id":"word-as-truth-book-alan-fairweather-9781606087671","title":"The Word As Truth","description":null,"brand":"WoB","offers":[{"title":"US \/ NEW \/ INGRAM","offer_id":53408684015889,"sku":"NIN9781606087671","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/9781606087671.jpg?v=1776256486"}],"url":"https:\/\/www.worldofbooks.com\/en-gb\/collections\/author-books-by-alan-fairweather.oembed","provider":"World of Books ","version":"1.0","type":"link"}