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"I have to say something. But what?" How often have you felt that way? How often have you known you must say "something" to a bullying boss, angry employee, complaining colleague or cranky customer? This practical, all-purpose guide to dealing with difficult people give you hundreds of ready-to-use phrases to help you turn conflicts into win-win situations. With these techniques you'll solve problems and will leave no one feeling blamed and everyone feeling better. You'll always have the right words at the right time, every time!
