8

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:

image to identify behaviours that create positive relationships with customers;

image to recognise signs of aggression in a person;

image to identify appropriate strategies for dealing with challenging ...

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