Dealing with challenging situations
The pessimist sees the difficulty in very opportunity; the optimist sees the opportunity in every difficulty. (L. P. Jacks)
Smooth seas do not make skilful sailors. (African proverb)
Aims
The aims of this chapter are as follows:
to identify behaviours that create positive relationships with customers;
to recognise signs of aggression in a person;
to identify appropriate strategies for dealing with challenging ...
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